{"id":"cx-goodwill-log-entry-fields","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"intermediate","title":"Fill a goodwill log entry with a policy-capped credit","free":false,"task":"Fill the goodwill log entry with exactly five lines starting \"Date:\", \"Customer:\", \"Credit:\", \"Reason:\" and \"Approved by:\". Credit shows the math and uses the policy cap. Approved by follows the approval rule. Plain text, under 45 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"GOODWILL POLICY\n- Credit = 10% of the order value, capped at $20.\n- Agents can approve up to $20 themselves (write 'Self').\n- Anything above $20 needs a manager.\n\nCASE (Nov 3): Customer Jon Weller, order #7731, value $240, delivered 6 days late. Agent: Rita Alvarez.\nJon asked for $50 credit.\nRita's note: 'I told Jon I'd check with Priya (team lead). Priya said fine, verbally.' (No written approval was needed because the final credit is within the agent limit.)\nDate of the case: Nov 3.","rules":[{"type":"plainText"},{"type":"maxWords","max":45}],"mistakes":[{"title":"Using the customer's ask","why":"Jon asked for $50 and the AI records it.","fix":"Say: \"Credit = 10% of order value, capped at $20.\"","checks":["r1"]},{"title":"Listing the team lead","why":"Rita's note mentions Priya, so the AI writes her as approver.","fix":"Say: \"Within $20 the agent approves: write Self.\"","checks":["r2"]},{"title":"Wrong layout","why":"The AI writes a paragraph.","fix":"Name the five labels.","checks":["r0"]},{"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":"Names the labels","patterns":["date:","customer:","credit:","approved by"]},{"label":"Applies the cap","patterns":["cap","\\$20","10%"]}],"hint":"Log entries must follow the policy, not the story. Name the fields, the cap and the approval rule.","rubricLabels":["The output is exactly five lines starting Date:, Customer:, Credit:, Reason: and Approved by:","Credit shows 10% of $240 = $24, capped at $20, so $20, and does not use the $50 Jon asked for","Approved by says Self (the agent), not Priya, and Reason says the order was delivered 6 days late"]}