{"id":"cs-health-score-faq-new-csm","audience":"customer-success","category":"support-work","technique":"grounding","track":"support","level":"beginner","title":"Write a three-question health score FAQ for a new CSM","free":false,"task":"Write a short FAQ for a new CSM with exactly 3 questions: How is the score calculated? When does it update? Can I override it? Format each as \"Q:\" then \"A:\" on the next line, each answer under 25 words. Use only the current doc. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"HEALTH SCORE DOC (current, v4, Oct 1)\nCalculation: Score (0-100) = Usage 40% + Support 20% + Sponsor engagement 20% + NPS 20%. Bands: Green 75+, Yellow 50-74, Red under 50.\nRefresh: the score is recalculated every night at 2 AM Eastern.\nOverrides: a CSM can override the band for up to 30 days, but must write a note explaining why. After 30 days it returns to the calculated band.\nRed accounts: a save plan is due within 5 business days.\n\nOLD WIKI PAGE (outdated, v2): 'Score = Usage 50% + Support 25% + NPS 25%. Updated weekly on Sundays. Overrides are not allowed.'","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Using the old wiki","why":"The AI mixes v2 and v4.","fix":"Say: \"Use only the v4 doc.\"","checks":["r2"]},{"title":"Missing a number","why":"The AI gives vague answers like 'it updates regularly'.","fix":"Ask: \"Include the weights, the time and the 30 days.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes headings and paragraphs.","fix":"Show Q: then A: on the next 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":"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":"Shows Q and A layout","patterns":["q:","a:"]},{"label":"Ignores the old page","patterns":["current","v4","ignore the old"]}],"hint":"Onboarding FAQs go wrong when old pages leak in. Name the questions, the layout and the one doc to trust.","rubricLabels":["The output has exactly three Q: lines each followed by an A: line, in the order calculated, updates, override","The calculation answer gives 40% usage, 20% support, 20% sponsor engagement and 20% NPS, and the update answer says nightly at 2 AM Eastern","The override answer says yes for up to 30 days with a note, and nothing in the FAQ uses the old weights, weekly updates or 'no overrides'"]}