{"id":"cx-account-takeover-checklist-ordered-no-reset","audience":"it","category":"support-work","technique":"constraints","track":"support","level":"advanced","title":"Make an account-takeover checklist in procedure order","free":false,"task":"Write a checklist of exactly 5 lines, each starting with \"[ ] \", in the order the procedure requires, naming the exact tool where the procedure does. One line must say what not to do yet, even though the customer asks for it. Each line under 14 words. Plain text, nothing else.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET - Hollis Wynn\n\"Someone logged into my account last night and changed my email. Just reset my password and change the email back, please. Quick!\"\n\nPROCEDURE - SUSPECTED ACCOUNT TAKEOVER (security-approved)\n1. Lock the account: Admin panel > Account > Lock.\n2. Revoke all sessions: Admin panel > Security > Sign out everywhere.\n3. Do NOT reset the password or change the email until identity is verified by the security team.\n4. Submit the Security Escalation form (link in the agent wiki) with the ticket number.\n5. Add the internal note 'ATO suspected' to the ticket and tell the customer the security team will contact them within 4 hours.\n\nNOTES\nAgents never ask customers to send passwords or ID in the ticket.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Resetting as the customer asks","why":"The AI treats the reset as step one.","fix":"Say: \"Do not reset or change the email until security verifies.\"","checks":["r2"]},{"title":"Wrong order","why":"The AI puts the form before locking.","fix":"Say: \"Keep the procedure order.\"","checks":["r0"]},{"title":"Missing the tool paths","why":"The AI says 'lock the account' only.","fix":"Say: \"Name the exact admin panel path.\"","checks":["r1"]},{"title":"Markdown checklist","why":"The AI uses '- [ ]' bullets.","fix":"Say: \"Each line starts with [ ] and a space; plain text.\"","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Specifies the line start","patterns":["\\[ \\]"]},{"label":"Keeps the order","patterns":["in (the )?order","procedure order"]},{"label":"Names the tool paths","patterns":["admin panel","sign out everywhere"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]}],"hint":"Show the line start, say to keep the procedure order and to name the tools and the hold-off step.","rubricLabels":["The output is exactly 5 lines each starting \"[ ] \" in the procedure order: lock, revoke sessions, do not reset, escalation form, note and customer message","Line 1 names Admin panel > Account > Lock and line 2 names Admin panel > Security > Sign out everywhere","Line 3 says not to reset the password or change the email until security verifies identity, and line 5 mentions the 4 hours for contact"]}