{"id":"cs-csm-to-support-handoff-four-lines","audience":"customer-success","category":"support-work","technique":"audience","track":"support","level":"intermediate","title":"Hand a customer issue from the CSM to Support in four lines","free":false,"task":"Write the CSM-to-Support handoff with exactly four lines starting \"Customer:\", \"Issue:\", \"Impact:\" and \"Deadline:\". Plain text, under 90 words. Include the ticket number, give the customer's exact deadline, and leave out our renewal and pricing details.","materialLabel":"Your material (attached to your prompt automatically)","material":"CSM NOTE to Support (Nov 6)\nCustomer: Meridian Printing (contact: Hana Okoye, production manager).\nIssue: their label export has produced a blank file three times since Nov 3. Ticket #SUP-4471 is open. Workaround: exporting one label at a time works.\nImpact: they cannot send the weekly shipping file to their carrier; 400 shipments a week. If the problem lasts beyond Nov 11 they will have to ship manually.\nDeadline: they need a fix or a stable workaround by Wednesday Nov 11, 9:00 AM Central.\nContext not for Support: they renew in March ($38,000) and mentioned asking for a discount.\nHana's style: wants updates by email, not phone.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Sharing renewal and pricing","why":"The notes include context for the CSM only.","fix":"Add: \"Leave out renewal and pricing details.\"","checks":["r2"]},{"title":"Missing the ticket or the deadline time","why":"The AI writes 'by next week'.","fix":"Say: \"Include #SUP-4471 and the deadline Wed Nov 11, 9:00 AM Central.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes a paragraph.","fix":"Name the four labels.","checks":["r0"]},{"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":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Names the labels","patterns":["customer:","issue:","impact:","deadline:"]},{"label":"Bans renewal details","patterns":["renewal","pricing","leave out"]}],"hint":"A handoff to Support needs the ticket, the impact and a precise deadline, without commercial context. Name those and the lines.","rubricLabels":["The output is exactly four lines starting Customer:, Issue:, Impact: and Deadline:","Issue includes ticket #SUP-4471 and the blank label export (three times since Nov 3), and Impact says 400 shipments a week would need manual shipping","Deadline says Wednesday Nov 11, 9:00 AM Central, and the output does not mention the renewal, $38,000 or a discount"]}