{"id":"cs-account-handoff-crm-json","audience":"customer-success","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Turn a messy handoff into JSON for the CRM","free":false,"task":"You're handing Tallis Freight to a new CSM, and your CRM imports handoffs as JSON. Return one code block with exactly these keys: account, status, open_risks, commitments, next_step. Commitments must list only promises still open, with due dates. Keep each array on one line, and write no more than 15 words outside the code block.","materialLabel":"Account notes (attached to your prompt automatically)","material":"Handoff notes - Tallis Freight - from Ines (leaving CS Nov 15) to Ravi\n\nStatus: renewal signed Sept, 2-year term. Health is Yellow because driver app usage dipped after their Oct rollout to the Denver depot.\n\nThings I promised them:\n- Admin training for their 2 new dispatchers, Nov 18, 10am MT.\n- A custom fuel-cost report. UPDATE: product said no on Oct 14. I told Gwen (their ops lead) on Oct 20, she was fine with the standard report instead. So that's closed.\n- Send the Q4 release notes by Nov 30.\n\nRisks:\n- Denver depot drivers aren't logging in (41% active vs 88% at other depots).\n- Gwen hinted their parent company may standardize on one vendor next year. Nothing formal.\n\nNext step for Ravi: intro call with Gwen before the Nov 18 training. She prefers Tuesdays.\n\nPersonal: Gwen has a dog named Biscuit, always asks about mine lol.","rules":[{"type":"codeBlocks","count":1},{"type":"maxCodeLines","max":12},{"type":"maxProseWords","max":15}],"mistakes":[{"title":"Not asking for JSON","why":"The AI writes a friendly handoff memo the CRM can't import.","fix":"Say: \"One JSON code block with keys account, status, open_risks, commitments, next_step.\"","checks":["codeBlocks","r0"]},{"title":"Keeping a closed promise","why":"The AI lists the fuel-cost report because it appears under promises.","fix":"Add: \"Only open commitments; drop anything marked closed.\"","checks":["r1"]},{"title":"Pretty-printing everything","why":"The AI puts each array item on its own line and the block gets long.","fix":"Say: \"Keep each array on one line.\"","checks":["maxCodeLines"]},{"title":"Talking around the block","why":"The AI adds an intro and a summary of the JSON.","fix":"Add: \"Nothing outside the code block.\"","checks":["maxProseWords"]},{"title":"Dropping the details","why":"The AI shortens risks to vague words.","fix":"Ask: \"Keep numbers and dates from the notes.\"","checks":["r2"]}],"promptHints":[{"label":"Asks for JSON","patterns":["json"]},{"label":"Names the keys","patterns":["open_risks","next_step","keys?"]},{"label":"Drops closed items","patterns":["open (commitments|promises)","closed","still open"]},{"label":"Keeps it compact","patterns":["one line","compact","single line"]},{"label":"Limits text outside the block","patterns":["only the (json|code)","nothing (else|outside)","no (other|extra) text"]}],"hint":"The CRM only reads one exact shape, and one of the promises was already closed. Tell the AI both.","rubricLabels":["The JSON has exactly the keys account, status, open_risks, commitments, next_step","commitments includes the Nov 18 dispatcher training and the Q4 release notes by Nov 30, and does not include the custom fuel-cost report","open_risks includes the Denver depot usage (41% vs 88%) and the possible vendor consolidation, and next_step is an intro call with Gwen before Nov 18"]}