{"id":"cx-kb-article-invoice-download","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Turn three tickets into a help-center article","free":false,"task":"Turn these three tickets into one help-center article with exactly these labeled lines: Title:, Symptom:, Cause:, Fix:, then Applies to:. The Fix is exactly 3 numbered steps. The Title must start with \"How to\". Plain text, and leave out every customer name, email and ticket number.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET 7731 (Gina R., gina.r@oakhillfoods.example)\nCustomer clicks 'Download PDF' on an invoice and nothing happens. Using Safari 17 on Mac. Agent: Safari was blocking the download pop-up. Told her to allow pop-ups for app.ledgerly.example and click again. Worked.\n\nTICKET 7745 (Tomas B.)\nSame thing, no PDF. Agent first told him to reinstall the app (it's a web app; this did nothing). Then noticed Safari. Enabled pop-ups for the site in Safari > Settings > Websites > Pop-up Windows. Worked.\n\nTICKET 7790 (Anita K., Chrome on Windows)\nInvoice PDF opens as blank tab. Different issue: her company proxy blocks the PDF viewer. IT whitelisted the domain. NOT the same cause.\n\nNote: The fix works for Safari 16 and 17. Not tested on iPad.","rules":[{"type":"plainText"},{"type":"numberedItems","count":3}],"mistakes":[{"title":"Mixing in the third ticket","why":"The AI treats all three tickets as one problem and adds the proxy fix.","fix":"Add: \"Only use the two tickets with the same cause. Ignore the proxy case.\"","checks":["r1"]},{"title":"Keeping private details","why":"The AI cites ticket numbers and names as sources, which don't belong in a public article.","fix":"Say: \"Remove all names, emails and ticket numbers.\"","checks":["r2"]},{"title":"Letting the layout drift","why":"The AI writes headings and paragraphs instead of your five labels.","fix":"Name the labels in order: \"Title:, Symptom:, Cause:, Fix:, Applies to:.\"","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":"Leaving the list shape open","why":"The AI picks its own number of items and its own layout.","fix":"Show the shape: \"exactly N numbered lines like: 1. Label: detail\".","checks":["numberedItems"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Fixes the number of lines","patterns":["\\b\\d+\\b.{0,15}(lines|items|numbered)","numbered","exactly \\d+"]},{"label":"Names the labeled lines","patterns":["title:","symptom","cause"]},{"label":"Says what to exclude","patterns":["no names","leave out","remove","ignore"]}],"hint":"Say which tickets share a cause, give the exact labels, and tell the AI what must never appear in a public article.","rubricLabels":["Title starts with \"How to\" and the output has the labeled lines Title:, Symptom:, Cause:, Fix:, Applies to: in that order","Cause says Safari is blocking the download pop-up, and Fix is exactly 3 steps for allowing pop-ups for the site, with no reinstall step and no proxy or IT whitelist step","Applies to mentions Safari on Mac only (versions 16 and 17) and contains no customer names, email addresses or ticket numbers anywhere in the output"]}