{"id":"cs-red-account-three-bullets-vp","audience":"managers","category":"support-work","technique":"audience","track":"support","level":"intermediate","title":"Explain a red account to the VP in three number-backed bullets","free":false,"task":"Write an update for the VP of Customer Success, Lara, on why Orchard Health is red. Exactly three bullets starting with \"-\" and each containing a number from the notes, then one last line starting \"Action:\". Do not use the stale NPS from last year. Plain text, under 80 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT: Orchard Health Network, $96,000 ARR, renews Jan 31. Status: RED.\n\nDATA (Nov 4):\n- Weekly active users: 120 in August, 74 now (a 38% drop).\n- Support: 11 open tickets; 4 older than 14 days. The oldest, about report scheduling, is 31 days old.\n- Executive sponsor Dr. Imani Reed left on Oct 10. No replacement named.\n- NPS: +45 (surveyed Nov of last year; no survey this year).\n- Invoices: paid on time.\n- Competitor Careline demoed to their COO in October (per champion).\n\nProposed action: CSM Pablo to get a call with the COO by Nov 14 and bring the Director of Support to review the 4 old tickets.\n\nDraft message from a teammate: 'Customers love us, NPS is +45, no real risk.'","rules":[{"type":"plainText"},{"type":"maxBullets","max":3}],"mistakes":[{"title":"Using the stale NPS","why":"The teammate's draft and the notes include +45.","fix":"Say: \"Don't use last year's NPS.\"","checks":["r1"]},{"title":"Bullets without numbers","why":"The AI writes vague bullets like 'usage is declining'.","fix":"Say: \"Each bullet contains a number from the notes.\"","checks":["r0"]},{"title":"Missing the action","why":"The AI ends on the risks.","fix":"Add: \"Last line: Action: owner, what, date.\"","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":"Leaving the bullet count open","why":"The AI keeps adding bullets until every detail is covered.","fix":"Name the cap: \"at most N bullets, nothing else\".","checks":["maxBullets"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the bullets","patterns":["bullet"]},{"label":"Asks for numbers","patterns":["number","\\d+","figure"]},{"label":"Sets the Action line","patterns":["action:","last line"]}],"hint":"A VP wants evidence and an action. Cap the bullets, require a number in each, and exclude the stale metric.","rubricLabels":["The output has exactly three bullets starting with \"-\" and each bullet contains a number from the notes (such as 120 to 74, 4 tickets older than 14 days, or the 31-day-old ticket)","The bullets cover the usage drop, the old support tickets and the sponsor leaving on Oct 10 (or the competitor demo), and the NPS of +45 is not used","The last line starts with \"Action:\" and names Pablo, the COO call and the Nov 14 date"]}