{"id":"cx-goodwill-credit-recommendation","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"advanced","title":"Recommend a credit within agent authority and flag the rest","free":false,"task":"Mr. Okafor asks for a $60 credit. Write exactly four lines: SLA credit:, Goodwill:, Total vs ask:, Recommendation:. Show the math in each of the first three lines. The Recommendation must start with \"Approve $\" and say what needs a manager. Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"SLA CREDIT TABLE: if monthly uptime is below 99.5%, the customer gets 10% of that month's fee as a credit. Must be requested within 30 days of month end.\nGOODWILL POLICY: agents may give up to $25 goodwill credit per customer per quarter without approval. Larger amounts need manager approval. Goodwill is separate from SLA credits.\n\nACCOUNT: Okafor Logistics, monthly fee $200. Q3 (Jul-Sep): $10 goodwill already given in August. Q4 so far: none.\nUPTIME: Sept 99.7%. Oct 99.2%. Nov (so far) 99.9%.\nTICKET (Nov 6): \"Three outages in two months. I want $60 off.\" Outages: Sept 12, Oct 8, Oct 29.\n\nNote: today is Nov 6, so October is within the 30-day request window.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Using the quarter wrongly","why":"The AI subtracts the August $10 from the Q4 goodwill limit.","fix":"Say: \"Q3 goodwill doesn't count toward Q4.\"","checks":["r1"]},{"title":"Crediting every outage month","why":"The AI gives 10% for September too.","fix":"Say: \"Only months below 99.5% uptime qualify.\"","checks":["r0"]},{"title":"Approving the full ask","why":"The AI says yes to $60 and ignores authority limits.","fix":"Add: \"Start with Approve $ and say what needs a manager.\"","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":"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":"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+"]},{"label":"Asks for the math","patterns":["math","show","\\$\\d+ [x+*-]"]},{"label":"Fixes the labels","patterns":["sla credit:","goodwill:","recommendation:"]}],"hint":"This mixes two policies. Ask for labeled lines with math, then a recommendation inside the agent's authority.","rubricLabels":["The SLA credit line shows 10% x $200 = $20 for October only, with no credit for September or November","The Goodwill line shows up to $25 is available in Q4 (the August $10 was in Q3), and Total vs ask shows $20 + $25 = $45 compared with the $60 ask, a $15 gap","Recommendation starts with \"Approve $45\" and says the $15 remainder needs manager approval"]}