{"id":"cs-success-plan-field-template","audience":"customer-success","category":"support-work","technique":"grounding","track":"support","level":"beginner","title":"Fill a success plan template without inventing baselines","free":false,"task":"Fill in your success plan template for Garnet Credit Union's 2 goals. For each goal, write the fields Goal, Metric, Baseline, Target, Owner, Review date, one per line, in that order. Quarterly reviews start January 15. If the notes don't give a number for a field, write [ask customer] instead of guessing. Plain text, under 120 words.","materialLabel":"Account notes (attached to your prompt automatically)","material":"Garnet Credit Union - success planning call, Oct 29\n\nAttendees: Lila Moreau (HR Director), Dev Tran (IT Manager), me (CSM)\n\nLila: New-hire onboarding takes too long. \"Right now it's 14 days from offer accepted to fully set up, per our HR report. I want it at 7 days by June 30.\" She owns this.\n\nDev: Wants members of staff to reset their own passwords instead of calling the help desk. \"We don't track how many resets go through the help desk today, honestly. I just want most of them self-service.\" Dev owns this one.\n\nOther notes:\n- They also mentioned maybe rolling out to the two branch offices in 2026.\n- Dev asked if we integrate with their badge system. I said I'd check.\n- Industry benchmark from our marketing deck: 80% self-service resets is \"best in class.\"","rules":[{"type":"maxWords","max":120},{"type":"plainText"}],"mistakes":[{"title":"Letting the AI guess","why":"The AI fills every field, inventing a baseline and borrowing the 80% benchmark as a target.","fix":"Say: \"If the notes don't give a number, write [ask customer].\"","checks":["r2"]},{"title":"Not giving the fields","why":"The AI writes its own success plan format.","fix":"List them: \"Goal, Metric, Baseline, Target, Owner, Review date, one per line.\"","checks":["r0"]},{"title":"Leaving out the review date","why":"The AI doesn't know your review cycle.","fix":"Add: \"Review date is January 15 for both.\"","checks":["r2"]},{"title":"Mixing up owners","why":"The AI assigns owners loosely or to you.","fix":"Ask: \"Owner is the customer person named for each goal.\"","checks":["r1"]},{"title":"Letting markdown in","why":"The AI bolds field names and adds headings.","fix":"Say: \"Plain text, no bold, under 100 words.\"","checks":["plainText","maxWords"]}],"promptHints":[{"label":"Lists the fields","patterns":["baseline.{0,20}target","fields?"]},{"label":"Bans guessing","patterns":["\\[ask customer\\]","don.?t (guess|invent|make up)","not (guess|invent)"]},{"label":"Gives the review date","patterns":["jan(uary)? 15"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words"]}],"hint":"A success plan with made-up baselines is worse than one with gaps. Tell the AI exactly what to write when a number is missing.","rubricLabels":["Has two goal blocks, each with the six fields Goal, Metric, Baseline, Target, Owner, Review date in that order","Goal 1 has Baseline 14 days, Target 7 days by June 30 and Owner Lila Moreau; Goal 2 has Owner Dev Tran","Goal 2's Baseline is [ask customer] and its Target is [ask customer] (not 80% or any invented number), and Review date is January 15 for both goals"]}