{"id":"cs-acquired-customer-account-memo","audience":"customer-success","category":"support-work","technique":"context","track":"support","level":"advanced","title":"Write an account memo after a customer is acquired","free":false,"task":"Write the memo for the CS director. Use four headings in capitals, in this order: CONFIRMED, NOT CONFIRMED, RISKS, FIRST 30 DAYS. Put each unconfirmed item under NOT CONFIRMED with its source in parentheses and never state it as fact elsewhere. FIRST 30 DAYS has exactly 3 actions, one of which asks Legal to review clause 14. Do not say what clause 14 means. Plain text, under 190 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT: Solano Metals - ARR $180,000 - 210 users - renews Jun 30 - 3 integrations\n\nNov 4 press release: Solano Metals will be acquired by Greyfield Group. Closing expected in Q1.\nGreyfield's careers page (not verified) lists a job requiring experience with a competing tool.\nAE Marcus: \"Heard at a dinner that Greyfield will consolidate all vendors after closing.\" No other source.\nChampion Pedro Alves, VP operations, wrote Nov 5: \"No idea yet what happens to our tools.\"\nExecutive sponsor Lin Zhou (CFO): unknown whether she stays after closing.\nContract: clause 14 covers assignment and change of ownership. Legal has not reviewed it.\nOur last QBR was Sep 22; health score Green. Open items: one P2 ticket on the SAP integration.","rules":[{"type":"plainText"},{"type":"maxWords","max":190}],"mistakes":[{"title":"Stating the rumor as fact","why":"The AI writes that Greyfield will consolidate vendors.","fix":"Say: \"Put rumors under NOT CONFIRMED with the source.\"","checks":["r1","r2"]},{"title":"Interpreting the contract","why":"The AI says the clause lets them cancel or doesn't.","fix":"Say: \"Ask Legal to review clause 14; do not say what it means.\"","checks":["r2"]},{"title":"Mixing facts and guesses","why":"The AI weaves everything into one narrative.","fix":"Say: \"Use headings CONFIRMED and NOT CONFIRMED and keep them separate.\"","checks":["r0","r1"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]}],"promptHints":[{"label":"Names the four headings","patterns":["confirmed","not confirmed","first 30 days"]},{"label":"Asks for sources on unknowns","patterns":["source","in parentheses"]},{"label":"Routes the contract to Legal","patterns":["legal","clause 14"]},{"label":"Caps actions","patterns":["3 actions","exactly 3","three actions"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"When facts and rumors mix, use headings that keep them apart and make the AI cite where each unconfirmed item came from.","mission":"Tell the CS director where an acquired customer stands.","musts":["Unconfirmed items name sources","Legal reviews clause 14","Under 190 words"],"rubricLabels":["The four headings CONFIRMED, NOT CONFIRMED, RISKS and FIRST 30 DAYS appear in capitals in that order","CONFIRMED holds only the acquisition by Greyfield with Q1 closing expected, plus facts like 210 users, $180,000 and the Jun 30 renewal; the vendor-consolidation rumor (AE, dinner), the careers page (unverified) and Lin Zhou staying are under NOT CONFIRMED with sources","FIRST 30 DAYS has exactly 3 actions including asking Legal to review clause 14 without saying what it means, and nothing states as fact that Greyfield will drop the product"]}