{"id":"cx-jargon-free-domain-move","audience":"customer-support","category":"support-work","technique":"audience","track":"support","level":"beginner","title":"Rewrite an engineer's note for a bakery owner who isn't technical","free":false,"task":"Rosa owns a bakery and asked why her website is down. Rewrite the engineer's note as a reply to her. Avoid every one of these words: DNS, propagation, TTL, CNAME, cache. Tell her that her email still works, that she doesn't need to do anything, and what to do if the site isn't back by Friday 9 a.m. Open with the sentence about her email, and make the last line exactly \"Sam, Support\". Under 80 words, plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"ENGINEER NOTE (internal, ticket #22914, Rosa's Bakehouse)\n\nCustomer moved her domain to the new registrar Tuesday night. Old A record still cached at a lot of resolvers; we lowered TTL to 300 but the old TTL was 48h so full propagation could take until Thu night. CNAME for www is already correct on our side. MX records untouched so mail is unaffected. Nothing needed on her end. If still broken Fri 9am, she should reply to the ticket and we'll check the registrar lock. Power users can flush local DNS cache (ipconfig /flushdns) but don't bother her with that, she's on her phone mostly.\n\nCUSTOMER MESSAGE:\n\"Hi, my website just shows an error page since yesterday. Customers are asking if we closed!! I didn't change anything except the domain thing your sales person told me to do. Is my email going to stop too? I'm not a computer person. - Rosa\" ","rules":[{"type":"maxWords","max":80},{"type":"plainText"}],"mistakes":[{"title":"Keeping the jargon","why":"The AI softens the note but keeps words like DNS and propagation, which mean nothing to Rosa.","fix":"List the banned words: \"Don't say DNS, propagation, TTL, CNAME or cache.\"","checks":["r0"]},{"title":"Skipping her real worry","why":"The AI explains the website and forgets she asked about email.","fix":"Add: \"Answer her email question first: it still works.\"","checks":["r1"]},{"title":"Giving her homework","why":"The AI passes on the cache-flush command meant for power users.","fix":"Say: \"She doesn't need to do anything. If not back by Friday 9 a.m., reply.\"","checks":["r2"]},{"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 80 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","checks":["maxWords"]},{"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"]}],"promptHints":[{"label":"Says who is reading","patterns":["bakery","rosa","not technical","non-technical","not a computer person"]},{"label":"Bans the jargon","patterns":["dns","propagation","jargon"]},{"label":"Covers her email question","patterns":["email"]},{"label":"Gives the Friday fallback","patterns":["friday"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count|cap)"]}],"hint":"Rosa doesn't need to understand how the internet works. Tell the AI who she is, which words to avoid, and the one fallback step.","rubricLabels":["Does not use any of the words DNS, propagation, TTL, CNAME or cache, and the last line is exactly \"Sam, Support\"","The first sentence says her email is not affected, and the reply says she does not need to do anything","Says that if the site is still down on Friday at 9 a.m. she should reply to this message, and gives no computer commands or settings to change"]}