{"id":"res-cs-help-articles-for-basic-plan","audience":"customer-support","category":"research","technique":"constraints","title":"Pick the right help articles to send a Basic plan customer","free":false,"task":"A customer on the Basic plan asked how to share a project with a client. You want exactly 2 numbered help center articles to link in your reply, chosen only from current (not archived) articles that apply to the Basic plan, each with its title and a reason under 12 words. Use only the article list, plain text, nothing else.","materialLabel":"The customer's question and the help center search results (attached to your prompt automatically)","material":"CUSTOMER (Basic plan): \"How do I share a project with my client so they can see it but not edit it?\"\n\nHELP CENTER SEARCH: \"share project\"\n1. \"Share a project with view-only access\" - Plans: Basic, Pro, Business. Updated Sept 2026.\n2. \"Client portals: give clients a branded login\" - Plans: Business only. Updated Aug 2026.\n3. \"Sharing projects (old editor)\" - ARCHIVED Feb 2025. Plans: all.\n4. \"Create a public share link\" - Plans: Basic, Pro, Business. Updated Oct 2026.\n5. \"Set guest permissions (edit, comment, view)\" - Plans: Pro, Business. Updated July 2026.\n6. \"Troubleshooting: client can't open shared link\" - Plans: all. Updated Oct 2026.\n\nAgent note: Article 5 explains permissions best, but Basic customers don't have that setting.","rules":[{"type":"numberedItems","count":2},{"type":"plainText"}],"mistakes":[{"title":"Not giving the plan","why":"The AI picks the most detailed articles, including ones for features Basic doesn't have.","fix":"Say: \"Only articles that apply to the Basic plan.\"","checks":["r1"]},{"title":"Linking archived help","why":"The archived article matches the question well, so the AI may include it.","fix":"Add: \"Skip archived articles.\"","checks":["r1"]},{"title":"Writing the whole reply","why":"The AI drafts the customer email and buries the article picks.","fix":"Say: \"Output only the 2 picks.\"","checks":["r2","r0"]},{"title":"Not saying how many","why":"The AI decides the length itself and usually returns more picks than you can use.","fix":"Be exact: \"exactly 2 numbered picks.\"","checks":["numberedItems"]},{"title":"Getting markdown back","why":"AI defaults to bold labels and headings, which show up as stray symbols in the ticket's internal note.","fix":"Ask for \"plain text, no bold, no headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Names the plan","patterns":["basic"]},{"label":"Skips archived articles","patterns":["archiv","current","not (old|outdated)"]},{"label":"Says exactly how many","patterns":["\\b(2|two)\\b.{0,25}(pick|article|link)","exactly \\d+"]},{"label":"Limits each reason","patterns":["\\d+\\s*words","one (short )?(sentence|line|reason)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"The best-written article is useless if the customer's plan can't use it. Give the AI the plan and the 'current only' rule.","rubricLabels":["The 2 picks come only from articles 1, 4 and 6 (current and available on Basic), and include article 1 (view-only sharing), the one that answers the question directly","No pick is the Business-only client portal article, the archived article, or the Pro/Business guest permissions article","Outputs only the 2 numbered picks with title and short reason: no intro, no drafted reply to the customer, no upsell"]}