{"id":"cx-vague-ticket-two-clarifying-questions","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Ask a vague customer exactly two useful questions","free":false,"task":"Reply to Ola. First line exactly \"Hi Ola,\". Then two lines starting \"Q1:\" and \"Q2:\", each one question under 15 words. Q1 asks what Ola was trying to do and what happened, and Q2 asks for a screenshot or the exact error text. Do not ask for the plan, device or account details (we already have them). Plain text, under 50 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #2290 - Ola Berg\nSubject: Not working\nMessage: \"It doesn't work. Fix it.\"\n\nACCOUNT PANEL (already known)\n- Plan: Pro. Last login: today 08:41 on Chrome / Windows.\n- Account email: ola.berg@harbor.example\n- Last action in the system: Reports > Export (failed with error EXP-12 at 08:43)\n\nNOTES\nAgents should not ask for information that is already in the account panel; customers find it annoying. Do not mention the error code to the customer until we know it is the same problem.","rules":[{"type":"plainText"},{"type":"maxWords","max":50}],"mistakes":[{"title":"Asking for known details","why":"The AI asks for plan, browser and account email.","fix":"Say: \"Don't ask for plan, device or account details.\"","checks":["r2"]},{"title":"Revealing the error code","why":"The AI says 'I see EXP-12'.","fix":"Say: \"Don't mention the error code.\"","checks":["r2"]},{"title":"Too many questions","why":"The AI asks four questions.","fix":"Say: \"Exactly two: Q1 and Q2.\"","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","r1"]}],"promptHints":[{"label":"Gives the greeting and labels","patterns":["hi ola","q1:","q2:"]},{"label":"Defines each question","patterns":["what (she|ola) was trying","screenshot","error text"]},{"label":"Rules out known details","patterns":["already","don'?t ask"]},{"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":"Give the greeting, define both questions and say what is already known.","rubricLabels":["The reply starts with the line \"Hi Ola,\" and has two lines starting Q1: and Q2:, each a question","Q1 asks what she was trying to do and what happened; Q2 asks for a screenshot or the exact error text","Neither question asks for her plan, browser, device or email, and the reply does not mention EXP-12"]}