{"id":"cx-priority-decision-p1-vs-p2-lines","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Decide P1 versus P2 with the criteria, not the customer's tone","free":false,"task":"Decide the priority for ticket #8802. Write exactly four lines starting \"Users blocked:\", \"Workaround:\", \"Priority:\" and \"Review in:\". Priority is exactly P1 or P2 using the criteria. Review in comes from the priority table. Plain text, under 50 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"PRIORITY CRITERIA\nP1: payments or the whole service are down, OR 50 or more users are blocked with no workaround. First review within 1 hour.\nP2: fewer than 50 users blocked, OR a workaround exists. First review within 4 hours.\n\nTICKET #8802 from Dana at Pelham Realty (subject: URGENT!!! CRITICAL!!!)\n\"Our shared calendar won't load for the Sales team. 12 agents can't see appointments. URGENT, fix now, this is critical, we are losing deals!\"\nAgent checks: 12 users blocked out of 400 at Pelham. Workaround: the same calendar is available in the mobile app, and agents can request an emailed daily schedule from IT. Payments are not affected. The service is not down.\n\nThe customer marked the ticket 'Critical' in the form. The form field does not decide the priority.","rules":[{"type":"plainText"},{"type":"maxWords","max":50}],"mistakes":[{"title":"Following the urgent tone","why":"The subject says URGENT and the form says Critical.","fix":"Say: \"Use the criteria, not the customer's tone or form field.\"","checks":["r2"]},{"title":"Missing the workaround","why":"The AI only notes the user count.","fix":"Say: \"Workaround: name the mobile app or emailed schedule.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes an analysis paragraph.","fix":"Name the four labels.","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":"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":"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+"]},{"label":"Names the labels","patterns":["users blocked:","workaround:","priority:","review in:"]},{"label":"Uses the criteria","patterns":["criteria","not the customer","p2"]}],"hint":"Priority comes from criteria, not tone. Name the four lines and tell the AI to ignore the form field.","rubricLabels":["The output is exactly four lines starting Users blocked:, Workaround:, Priority: and Review in:","Users blocked gives 12 (of 400) and Workaround names the mobile app or the emailed schedule","Priority is P2 (not P1) and Review in is 4 hours"]}