{"id":"cx-kb-titles-customer-words","audience":"it","category":"support-work","technique":"audience","track":"support","level":"beginner","title":"Rewrite internal KB titles in words customers search for","free":false,"task":"Rewrite the three internal article titles for customers. Exactly 3 numbered lines, each a new title starting \"How to\", 9 words or fewer. Never use these words: SAML, IdP, failover, proration, runbook, T2. Match each customer symptom to the right article. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"INTERNAL KB TITLES (agents see these)\nA. 'T2: SAML assertion mismatch after IdP clock skew'\n   What customers see: 'Single sign-on failed. Please try again.' when logging in with the company login.\nB. 'Fix after LB failover (runbook 14)'\n   What customers see: a white page with 'Bad Gateway' after the app was down for a few minutes.\nC. 'Billing: proration edge case on mid-cycle seat downgrade'\n   What customers see: an invoice that is higher than expected after they removed a user mid-month.\n\nCustomer search terms from the help site last month: 'sso login failed' (210), 'bad gateway page' (95), 'charged more after removing user' (60).\n\nTitle style guide: start with How to, plain words, no product codenames.","rules":[{"type":"numberedItems","count":3},{"type":"plainText"}],"mistakes":[{"title":"Keeping internal jargon","why":"The AI shortens the internal title instead of rewriting it.","fix":"Say: \"Banned words: SAML, IdP, failover, proration, runbook, T2.\"","checks":["r2"]},{"title":"Writing the cause, not the symptom","why":"The AI titles by root cause, which customers don't search for.","fix":"Say: \"Use the words customers see or search for.\"","checks":["r1"]},{"title":"Wrong format","why":"The AI adds explanations under each title.","fix":"Say: \"Exactly 3 numbered lines starting How to.\"","checks":["r0"]},{"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"]},{"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":"Fixes the number of lines","patterns":["\\b\\d+\\b.{0,15}(lines|items|numbered)","numbered","exactly \\d+"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Names the banned words","patterns":["saml","idp","banned","never use"]},{"label":"Uses customer wording","patterns":["customer","symptom","search"]}],"hint":"Titles should match what customers type. Tell the AI the format, the banned words, and to use the customer's symptom.","rubricLabels":["The output has exactly 3 numbered lines, each starting with \"How to\" and each 9 words or fewer after the number","The titles match the symptoms in order: single sign-on login failing, the Bad Gateway page, and a higher invoice after removing a user","No title contains SAML, IdP, failover, proration, runbook or T2"]}