{"id":"cx-kb-template-account-lockout","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"beginner","title":"Fill a help-article template for account lockouts","free":false,"task":"Fill this exact template from the notes, one line per field: \"Title:\", \"Applies to:\", \"Cause:\", \"Fix:\", \"Still locked?\". The Fix field has at most 3 short steps separated by semicolons. Plain text, under 100 words, and use the 15-minute wait from the current policy.","materialLabel":"Your material (attached to your prompt automatically)","material":"AGENT NOTES - lockouts (Nov)\nAfter 5 wrong passwords the account locks. It used to unlock after 30 minutes but engineering changed it in October: now it unlocks after 15 minutes. Customers often keep retrying, which restarts the clock. Best fix: wait 15 minutes without trying, then use 'Forgot password' to set a new one. Works for web and the mobile app. Not for accounts with single sign-on (SSO): those are controlled by the company's admin. If still locked after 30 minutes, contact support at help@fernly.example with the account email. Never ask customers to send their password.\n\nOld macro still in use by some agents: 'Your account unlocks in 30 minutes.'","rules":[{"type":"plainText"},{"type":"maxWords","max":100}],"mistakes":[{"title":"Keeping the old 30 minutes","why":"The AI copies the outdated macro.","fix":"Say: \"The wait is 15 minutes now.\"","checks":["r1"]},{"title":"Ignoring the template","why":"The AI writes a normal article with headings.","fix":"List the five field names exactly.","checks":["r0"]},{"title":"Forgetting the SSO exception","why":"The AI skips the edge case buried in the notes.","fix":"Say: \"Mention SSO accounts are different.\"","checks":["r2"]},{"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":"Lists the five fields","patterns":["title:","applies to","still locked"]},{"label":"Limits the steps","patterns":["3 steps","three steps","semicolon"]},{"label":"Uses the new wait","patterns":["15 minutes","15-minute"]},{"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+"]}],"hint":"Name every field label, cap the steps, and say which wait time is current.","rubricLabels":["The output has five lines starting Title:, Applies to:, Cause:, Fix: and Still locked?","The Fix line has at most 3 steps separated by semicolons and says to wait 15 minutes (not 30) before using Forgot password","Applies to says web and mobile app and notes that SSO accounts are handled by the company's admin; the output never asks for a password"]}