{"id":"cs-yes-no-unknown-answers-from-account-facts","audience":"customer-success","category":"support-work","technique":"grounding","track":"support","level":"beginner","title":"Answer four account questions with Yes, No or Unknown","free":false,"task":"Answer each question with exactly one of Yes, No or Unknown, then a dash and the fact from the notes that supports it (or \"not in the notes\" for Unknown). Output exactly 4 numbered lines. Use only the notes. Plain text, nothing else.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT NOTES - Lakewood Dental\n- Plan: Business, 14 seats, annual, renews Jan 31.\n- Executive sponsor: Dr. Elena Park (owner). Last meeting with her: Oct 6.\n- Integrations: practice-management software connected Sep 12. Accounting software not connected.\n- Support: 2 tickets in the last 90 days, both closed. No open P1.\n- Training: front-desk team trained Sep 20; the hygienists have not been trained.\n- Contract: no price lock mentioned in the notes.\n\nQUESTIONS\n1. Is the executive sponsor still the owner?\n2. Is the accounting software connected?\n3. Has the hygienist team been trained?\n4. Is the price locked for next year?\n\nNote: the previous CSM wrote in the CRM \"Dr. Park is very happy\", with no date.","rules":[{"type":"plainText"},{"type":"numberedItems","count":4}],"mistakes":[{"title":"Guessing the price lock","why":"The AI answers No because it is not mentioned.","fix":"Say: \"If the notes do not say, answer Unknown - not in the notes.\"","checks":["r2"]},{"title":"Skipping the evidence","why":"The AI gives one word per line.","fix":"Say: \"Add a dash and the supporting fact.\"","checks":["r0"]},{"title":"Using the vague CRM remark","why":"The AI cites that she is happy.","fix":"Say: \"Use only facts with dates or figures from the notes.\"","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 item count open","why":"The AI adds or drops items to feel complete.","fix":"Say \"exactly N numbered lines, nothing else\".","checks":["numberedItems"]},{"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: Line 1 is Yes (the sponsor is Dr. Elena Park, the owner), line 2 is No (the accounting software is not connected), and line 3 is No (the hygienists have not been trained).","checks":["r1"]}],"promptHints":[{"label":"Allowed answers","patterns":["yes, no or unknown","yes","unknown"]},{"label":"Evidence required","patterns":["dash","supporting fact","evidence"]},{"label":"Fallback phrase","patterns":["not in the notes"]},{"label":"Fixes the count","patterns":["4 (numbered )?lines","exactly 4"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets the exact item count","patterns":["exactly \\d+","\\d+\\s*(numbered|lines|items|steps)","numbered"]}],"hint":"Give the AI a safe third answer, Unknown, and require evidence so it cannot guess.","mission":"Answer four account questions with Yes, No or Unknown.","musts":["Cite the supporting fact","Unknown says not in notes","Notes only"],"rubricLabels":["The output has exactly 4 numbered lines, each starting with Yes, No or Unknown followed by a dash and a supporting fact","Line 1 is Yes (the sponsor is Dr. Elena Park, the owner), line 2 is No (the accounting software is not connected), and line 3 is No (the hygienists have not been trained)","Line 4 is exactly \"Unknown - not in the notes\", and no line cites the CRM remark that Dr. Park is very happy"]}