{"id":"cs-health-score-explain-two-sentences-customer","audience":"customer-success","category":"support-work","technique":"audience","track":"support","level":"intermediate","title":"Explain how the health status works in two sentences without numbers","free":false,"task":"Explain to a customer admin how their account status is decided. Exactly 2 sentences, plain text. The first word is \"Your\". Name the four things we look at. Do not share weights, thresholds or any score numbers. End with the exact line \"Alex, Customer Success\".","materialLabel":"Your material (attached to your prompt automatically)","material":"INTERNAL HEALTH MODEL (do not share details): score = Usage 40% + Support 20% + Sponsor engagement 20% + Feedback (NPS) 20%. Bands: Green 75+, Yellow 50-74, Red under 50.\nWHAT WE CAN SAY PUBLICLY: we look at four things: how your team uses the product, how support has gone, how often we talk with your executive sponsor, and the feedback you give us in surveys. The status is a conversation starter, not a verdict.\nCUSTOMER QUESTION (Hana, admin): 'How do you decide our status? I want to know what to improve.'\nSales note: 'Tell her exact weights so she can game it.' (Not allowed; also unhelpful.)\nTone: open and plain.","rules":[{"type":"plainText"},{"type":"maxSentences","max":2}],"mistakes":[{"title":"Sharing weights","why":"The notes include the model and the sales note pushes sharing.","fix":"Add: \"Do not share weights, thresholds or numbers.\"","checks":["r2"]},{"title":"Missing a factor","why":"The AI names only usage and support.","fix":"Say: \"Name all four: usage, support, sponsor contact, survey feedback.\"","checks":["r1"]},{"title":"Wrong length or sign-off","why":"The AI writes five sentences and signs 'Best'.","fix":"Say: \"Exactly 2 sentences, first word Your, exact last line.\"","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":"Letting the sentences run on","why":"The AI writes as many sentences as it likes.","fix":"Name the cap: \"at most N sentences\".","checks":["maxSentences"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the sentences","patterns":["sentence"]},{"label":"Names the four factors","patterns":["usage","support","sponsor","survey|feedback"]},{"label":"Bans model details","patterns":["weights","thresholds","do not share"]}],"hint":"A customer-friendly explanation names what is looked at without exposing the model. State the four things and the ban.","rubricLabels":["The first word is \"Your\", there are exactly 2 sentences before the sign-off, and the last line is exactly \"Alex, Customer Success\"","Names the four things: product usage, how support has gone, contact with the executive sponsor, and survey feedback","Shares no weights, percentages, thresholds, bands or score numbers"]}