{"id":"cs-post-incident-customer-summary-confirmed-only","audience":"customer-success","category":"support-work","technique":"grounding","track":"support","level":"intermediate","title":"Write a customer incident summary from confirmed facts only","free":false,"task":"Write the customer summary in four lines starting \"What happened:\", \"Impact:\", \"Fixed at:\" and \"What we are doing:\". Use only confirmed facts. Do not state or hint at a cause or who was responsible. Give times as in the notes. Plain text, under 80 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"INTERNAL INCIDENT NOTES - Exports outage - Nov 3\n\nCONFIRMED\n- Scheduled exports failed for all customers from 13:05 to 14:20 (75 minutes), local time.\n- Exports queued during that time were completed by 15:00.\n- The fix was a rollback of a configuration change, completed at 14:20.\n- A written root-cause summary will be sent to customers by Nov 12 (committed by the head of Support).\n\nNOT CONFIRMED (internal chat)\n- \"I think the contractor pushed the bad config without review.\"\n- \"Probably the same issue as the October one.\"\n- \"Might have affected 40% of accounts.\"\n\nCustomer reaction so far: 3 tickets, one asking for a credit. No credit has been approved.","rules":[{"type":"plainText"},{"type":"maxWords","max":80}],"mistakes":[{"title":"Repeating internal guesses","why":"The AI mentions the contractor or the 40% figure.","fix":"Say: \"Use only confirmed facts; nothing from the chat.\"","checks":["r2"]},{"title":"Promising a credit","why":"The AI offers a credit to be helpful.","fix":"Say: \"Do not mention credits.\"","checks":["r2"]},{"title":"Missing the commitment","why":"The AI leaves out the Nov 12 summary.","fix":"Say: \"Include the written summary by Nov 12.\"","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 output has four lines starting 'What happened:', 'Impact:', 'Fixed at:' and 'What we are doing:'.","checks":["r0"]},{"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: What happened and Impact use the confirmed times (13:05 to 14:20, 75 minutes) and say queued exports were completed by 15:00; Fixed at says 14:20 by rolling back a configuration change.","checks":["r1"]}],"promptHints":[{"label":"Names the four labels","patterns":["what happened","impact","fixed at","what we are doing"]},{"label":"Confirmed only","patterns":["confirmed","only (confirmed )?facts"]},{"label":"No cause or blame","patterns":["no cause","speculat","responsible","blame"]},{"label":"Caps the length","patterns":["under 80","80 words"]},{"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":"Customer-facing incident notes carry only confirmed facts. Tell the AI to leave out cause guesses and credits.","mission":"Tell the customer what happened, using confirmed facts only.","musts":["No cause or blame","Times as in notes","Under 80 words"],"rubricLabels":["The output has four lines starting \"What happened:\", \"Impact:\", \"Fixed at:\" and \"What we are doing:\"","What happened and Impact use the confirmed times (13:05 to 14:20, 75 minutes) and say queued exports were completed by 15:00; Fixed at says 14:20 by rolling back a configuration change","What we are doing promises the written root-cause summary by Nov 12, and the note contains no cause speculation, no mention of a contractor or the October issue, no 40% figure and no credit"]}