{"id":"cx-incident-faq-sync-bug","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"intermediate","title":"Write a three-question customer FAQ after a sync bug","free":false,"task":"Write a customer FAQ with exactly 3 questions: What happened? Am I affected? What should I do? Format each as \"Q:\" then \"A:\" on the next line, each answer under 28 words. Use only confirmed facts, and plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"INCIDENT SUMMARY (confirmed by engineering, Nov 4)\n- From Nov 3 2:00 PM to Nov 4 9:00 AM, edits made in the mobile app did not sync to the web version for about 1,100 customers.\n- No data was lost. Edits stayed on each customer's phone.\n- The bug was fixed Nov 4 at 9:00 AM.\n- To sync, open the mobile app once and pull down to refresh. Do this by Nov 11, after which unsynced edits on the phone may be overwritten by newer web versions.\n- Customers are affected only if they edited in the mobile app during that window.\n\nEngineer chat (unconfirmed): 'We might see a few duplicate entries for people who edited on both web and mobile. Not sure.'\nThe web app itself and edits made on the web were not affected.","rules":[{"type":"plainText"},{"type":"maxWords","max":130}],"mistakes":[{"title":"Adding the engineer's guess","why":"The unconfirmed duplicate comment tempts the AI to warn about it.","fix":"Say: \"Use only confirmed facts. Leave out guesses.\"","checks":["r2"]},{"title":"Missing the action and deadline","why":"The AI explains the bug but gives no deadline.","fix":"Ask: \"What should I do: include the refresh step and Nov 11.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI adds a headline and bullet points.","fix":"Say: \"Q: then A: on the next line, three pairs.\"","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":"Shows Q and A layout","patterns":["q:","a:"]},{"label":"Limits to confirmed facts","patterns":["confirmed","only facts"]}],"hint":"A trustworthy incident FAQ sticks to what engineering confirmed. Name the questions, the layout and the limits.","rubricLabels":["The output has exactly three Q: lines (What happened, Am I affected, What should I do), each followed by an A: line","The answers say no data was lost, only mobile edits made between Nov 3 2:00 PM and Nov 4 9:00 AM were affected, and to open the mobile app and pull down to refresh by Nov 11","The FAQ does not mention duplicate entries or any other unconfirmed risk"]}