{"id":"cs-escalation-ladder-who-to-involve","audience":"managers","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Pick who to involve for four account situations","free":false,"task":"Choose who to involve for each case using the ladder. Exactly four lines formatted \"Case N: Role\", where Role is exactly one of CSM only, Director, VP or CRO. If several rules match, use the highest level. Plain text, nothing else.","materialLabel":"Your material (attached to your prompt automatically)","material":"ESCALATION LADDER (use the highest matching level)\n- CSM only: routine risks and sponsor changes.\n- Director: account ARR of $100,000 or more at risk.\n- VP: renewal within 30 days AND health is red.\n- CRO: any discount request above 10%.\nLevels from lowest to highest: CSM only, Director, VP, CRO.\n\nCASES\nCase 1: The sponsor at a $40,000 account left; health is yellow; renewal in 5 months.\nCase 2: A $150,000 account is yellow; the champion is worried about budget; renewal in 4 months.\nCase 3: A $60,000 account is red and renews in 20 days.\nCase 4: A $90,000 account renews in 25 days (red) and the customer asks for a 15% discount.\n\nCSM comment on Case 2: 'Just keep it with me.' (The ladder says Director for $100,000 or more at risk.)","rules":[{"type":"plainText"},{"type":"maxWords","max":40}],"mistakes":[{"title":"Keeping Case 2 with the CSM","why":"The CSM comment says keep it.","fix":"Say: \"The ladder decides: $100,000+ at risk = Director.\"","checks":["r1"]},{"title":"Not using the highest level","why":"Case 4 matches VP and CRO and the AI picks VP.","fix":"Say: \"If several rules match, use the highest level.\"","checks":["r2"]},{"title":"Extra words","why":"The AI explains each case.","fix":"Say: \"Four lines only: Case N: Role.\"","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":"States the highest-level rule","patterns":["highest","several rules match"]},{"label":"Lists allowed roles","patterns":["csm only","director","vp","cro"]}],"hint":"Escalation ladders need a tie rule and fixed outputs. State both and ignore informal comments.","rubricLabels":["The output is exactly four lines formatted Case N: Role","Case 1 is CSM only and Case 2 is Director","Case 3 is VP and Case 4 is CRO, and every Role is exactly CSM only, Director, VP or CRO"]}