{"id":"cs-health-score-change-faq","audience":"managers","category":"support-work","technique":"grounding","track":"support","level":"beginner","title":"Write a team FAQ about the new health score weights","free":false,"task":"You manage a CS team and need a short FAQ about the health score change. Write exactly 3 Q&A pairs, each starting \"Q:\" and \"A:\", answering: what changed, when it takes effect, and what CSMs need to do. Use the final decision, not the draft. Plain text, under 120 words.","materialLabel":"Account notes (attached to your prompt automatically)","material":"Thread: Health score v2\n\nDraft proposal (CS Ops, Oct 2):\n- New weights: Logins 50%, Features 25%, Tickets 25%\n- Go live Nov 15\n\nLeadership review notes (Oct 20):\n- Approved with changes. Final weights: Logins 40%, Features 30%, Tickets 30%. Reason: logins alone over-rewarded accounts with many casual users.\n- Go-live moved to Dec 1 so Q4 renewals aren't scored mid-cycle.\n\nWhat CSMs need to do:\n- Before Dec 1, review your Red and Yellow accounts in the preview dashboard.\n- Flag any account where the new score looks wrong in #cs-ops by Nov 26.\n\nOther:\n- Ops is also exploring adding NPS as a fourth input \"sometime next year.\" Not decided.\n- Preview dashboard link is in the CS Ops wiki.","rules":[{"type":"maxWords","max":120},{"type":"plainText"}],"mistakes":[{"title":"Using the draft","why":"The AI reads the first numbers it sees and misses the leadership changes.","fix":"Say: \"Use the final Oct 20 decision, not the draft.\"","checks":["r1"]},{"title":"No fixed shape","why":"The AI writes an announcement with headings.","fix":"Ask for \"exactly 3 Q&A pairs, each starting Q: and A:.\"","checks":["r0","plainText"]},{"title":"Adding maybes","why":"The AI mentions NPS as if it's coming.","fix":"Add: \"Only what's decided. Leave out ideas.\"","checks":["r2"]},{"title":"Trusting the AI to count words","why":"FAQs grow fast.","fix":"Cap each answer: \"under 25 words.\"","checks":["maxWords"]}],"promptHints":[{"label":"Uses the final decision","patterns":["final","not the draft","oct(ober)? 20","40"]},{"label":"Sets the Q&A shape","patterns":["q:","q&a","faq"]},{"label":"Sets the count","patterns":["\\b(3|three)\\b.{0,10}(pairs?|questions?|q&a)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words"]}],"hint":"The thread has a draft and a final decision. Tell the AI which one is real, and give it the exact Q&A shape.","rubricLabels":["Has exactly 3 pairs, each question starting with 'Q:' and each answer with 'A:'","Gives the final weights (Logins 40%, Features 30%, Tickets 30%) and the Dec 1 date, not 50/25/25 or Nov 15","Says CSMs should review Red and Yellow accounts in the preview and flag problems in #cs-ops by Nov 26, and doesn't present NPS as part of the score"]}