{"id":"cs-renewal-extension-request-recommendation","audience":"managers","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Recommend how to answer a renewal-deadline extension request","free":false,"task":"Recommend a response to the customer's request. Output exactly three lines: \"Recommendation:\" with Approve, Decline or Counter (and the date if countering), \"Math:\" showing the date arithmetic, and \"Reason:\" in one sentence citing the policy limit. Plain text, under 60 words. This is a recommendation for the director, who decides.","materialLabel":"Your material (attached to your prompt automatically)","material":"EXTENSION POLICY (CS Ops, rev. Oct 1)\n- A renewal deadline can be extended by up to 14 days.\n- The new deadline must fall on or before the end of the quarter (Dec 31 for Q4).\n- One extension per contract term.\n\nREQUEST (Nov 5, from Birgit Lund at Tollgate Dental)\n\"Our board meets Jan 6. Can you move our Dec 20 renewal deadline by 14 days so we can get approval first?\"\n\nACCOUNT: Tollgate Dental, ARR $38,000. No previous extension this term. Renewal deadline Dec 20.\nDay counts: Dec 20 + 14 days = Jan 3. Dec 20 + 11 days = Dec 31.\n\nSales note: \"The AE says Birgit is friendly and would probably accept less.\"\nBirgit's board date is Jan 6, which is after both options.","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Adding extra lines","why":"The AI writes a paragraph or adds options and a draft reply.","fix":"Say: \"Exactly three lines: Recommendation:, Math:, Reason:.\"","checks":["r0"]},{"title":"Approving the full 14 days","why":"The AI is helpful and grants the request.","fix":"Say: \"The new deadline must be on or before Dec 31.\"","checks":["r1"]},{"title":"Skipping the arithmetic","why":"The AI states the decision without dates.","fix":"Say: \"Math: show the date arithmetic.\"","checks":["r1"]},{"title":"Promising the board date works","why":"The AI implies Jan 6 will be fine.","fix":"Say: \"Do not promise the board date can be met.\"","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"]}],"promptHints":[{"label":"Fixes the three labels","patterns":["recommendation:","math:","reason:"]},{"label":"Quotes the quarter-end limit","patterns":["quarter","dec 31","on or before"]},{"label":"Asks for the math","patterns":["math","arithmetic"]},{"label":"Keeps the director as decider","patterns":["director","decides","recommendation"]},{"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":"When a policy has a limit, have the AI show the date math and pick the closest allowed option.","mission":"Recommend how to answer the customer's renewal extension request.","musts":["Show the date math","Cite policy limit","Director decides"],"rubricLabels":["The output has exactly three lines starting \"Recommendation:\", \"Math:\" and \"Reason:\"","The Recommendation is Counter with a new deadline of Dec 31 (not Approve for Jan 3), and the Math line shows Dec 20 + 14 = Jan 3 is past quarter end, or Dec 20 + 11 = Dec 31","The Reason is one sentence saying the new deadline must be on or before quarter end, and it does not say the board date can be met or promise approval"]}