{"id":"cx-kb-article-calendar-sync","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Turn a solved ticket thread into a help-center article","free":false,"task":"This ticket finally got solved, and you want a help-center article so the next customer can fix it alone. Use exactly four headings in this order: Symptoms, Cause, Fix, Still stuck?. Under Fix, give exactly 4 numbered steps, only the steps that actually worked. Leave out the customer's name, email and ticket number. Under 200 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #30552 - \"Calendar stopped syncing\" - SOLVED\nCustomer: Priyanka Shah (priyanka@northfieldclinic.example)\n\nPriyanka (Mon 9:02): Since the weekend, appointments I add in the app don't show up in my Google Calendar. Older ones are still there.\n\nAgent Ben (Mon 9:40): Sorry about that! Could you try deleting the app and reinstalling it?\n\nPriyanka (Mon 11:15): Reinstalled. Still not syncing.\n\nAgent Ben (Mon 13:20): Thanks. Our logs show your calendar connection token expired on Saturday when Google asked users to re-confirm app access. Can you go to Settings > Integrations > Google Calendar and click Disconnect?\n\nPriyanka (Mon 13:31): Done.\n\nAgent Ben (Mon 13:33): Now click Connect, sign in with the same Google account, and tick \"Allow calendar access\" on the Google screen.\n\nPriyanka (Mon 13:40): Okay, connected again. New ones still missing though??\n\nAgent Ben (Mon 13:45): Last step: on the same Integrations page, click \"Sync now\". It can take up to 5 minutes the first time.\n\nPriyanka (Mon 13:52): They're all there now! Thank you!!\n\nInternal note: 14 similar tickets since Saturday. Reinstalling never fixed it for anyone.","rules":[{"type":"maxWords","max":200},{"type":"numberedItems","count":4}],"mistakes":[{"title":"Letting the AI pick the headings","why":"The AI invents its own section names, so the article doesn't match the rest of your help center.","fix":"List them: \"Headings exactly: Symptoms, Cause, Fix, Still stuck?\"","checks":["r0"]},{"title":"Keeping the step that failed","why":"The AI retells the thread, so the reinstall suggestion becomes step 1.","fix":"Say: \"Only steps that worked. Reinstalling did not help.\"","checks":["r1"]},{"title":"Leaving personal details in","why":"The AI copies names and ticket numbers from the thread into public text.","fix":"Add: \"No customer name, email or ticket number.\"","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 200 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","checks":["maxWords"]},{"title":"Leaving the count open","why":"Without a number, the AI picks its own list length and often adds extras.","fix":"Say \"exactly 4 numbered lines\" and show the line format.","checks":["numberedItems"]}],"promptHints":[{"label":"Names the headings","patterns":["symptoms","still stuck"]},{"label":"Drops the failed step","patterns":["reinstall","only (the )?steps that (worked|fixed)"]},{"label":"Removes personal details","patterns":["no (customer )?name","ticket number","personal"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count|cap)"]},{"label":"Sets the number of items","patterns":["exactly \\d+","\\b(three|four|five|six|seven|eight)\\b.{0,20}(lines|items|steps|points)","\\d+ numbered"]}],"hint":"The thread mixes a wrong guess with the real fix. Tell the AI the structure your help center uses and which steps actually solved it.","rubricLabels":["Uses exactly these four headings in this order: Symptoms, Cause, Fix, Still stuck? (no other headings)","The Fix steps are disconnect, reconnect with the same Google account and allow calendar access, and click Sync now (waiting up to 5 minutes), and the article does not recommend reinstalling the app","Does not include the customer's name, email address or the ticket number"]}