{"id":"cs-health-override-request-memo","audience":"managers","category":"support-work","technique":"context","track":"support","level":"advanced","title":"Request a health-score override with documented evidence only","free":false,"task":"Write the memo to the director with three headings in capitals, in this order: REQUEST, EVIDENCE, WHAT THE SCORE MISSES. Count only documented evidence. End with the line \"Documented evidence: N of 4\" and name the types. Plain text, under 150 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT: Halvorsen Co - Health score 83, shown as Green (75 or higher is Green, 50 to 74 Yellow, below 50 Red)\nScore parts: usage 90 x 40% = 36; tickets 85 x 20% = 17; NPS 80 x 20% = 16; executive engagement 70 x 20% = 14.\n\nOVERRIDE POLICY: a CSM may request a manual override to Yellow when at least 2 of these 4 evidence types are documented in the CRM: (1) sponsor change, (2) renewal within 90 days, (3) a P1 or P2 ticket open more than 14 days, (4) a formal budget freeze.\n\nFACTS\n- Sponsor Elin Park left on Oct 22. Logged in the CRM on Oct 23.\n- Renewal date Jan 20. Today Nov 9: 72 days away. Logged in the CRM.\n- One P2 ticket has been open 9 days.\n- The AE heard at a dinner that Halvorsen \"may freeze budgets in Q1\". Nothing written down anywhere.\n- Usage is strong because of the finance team's month-end reports.","rules":[{"type":"plainText"},{"type":"maxWords","max":150}],"mistakes":[{"title":"Counting the rumor","why":"The AI counts the budget-freeze remark as evidence.","fix":"Say: \"Count only evidence documented in the CRM.\"","checks":["r1","r2"]},{"title":"Counting the P2 ticket","why":"The AI treats 9 days as over 14.","fix":"Say: \"A ticket counts only if open more than 14 days.\"","checks":["r1"]},{"title":"Asking for Red","why":"The AI over-asks.","fix":"Say: \"Request an override to Yellow.\"","checks":["r2"]},{"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"]},{"title":"Leaving a requirement unstated","why":"The AI follows its own defaults unless the prompt spells this out.","fix":"State it plainly in your prompt: the headings REQUEST, EVIDENCE and WHAT THE SCORE MISSES appear in capitals in that order, and the memo ends with a line starting 'Documented evidence:'.","checks":["r0"]}],"promptHints":[{"label":"Names the three headings","patterns":["request","evidence","what the score misses"]},{"label":"Counts only documented","patterns":["documented","crm","only"]},{"label":"Adds the count line","patterns":["documented evidence:","n of 4","of 4"]},{"label":"Excludes the rumor","patterns":["rumor","dinner","not documented"]},{"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":"Override requests succeed on documented facts. Say what counts, what does not and exactly how to end the memo.","mission":"Ask the director to override a health score with real evidence.","musts":["Documented evidence only","Three fixed headings","End with evidence count"],"rubricLabels":["The headings REQUEST, EVIDENCE and WHAT THE SCORE MISSES appear in capitals in that order, and the memo ends with a line starting \"Documented evidence:\"","EVIDENCE counts the sponsor change on Oct 22 and the renewal on Jan 20 (72 days) as documented, and does not count the 9-day P2 ticket or the dinner remark about a budget freeze","REQUEST asks for an override from Green to Yellow, and the last line is \"Documented evidence: 2 of 4\" naming sponsor change and renewal within 90 days"]}