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Apply a decision tree in order to four ticket cases

  • For Customer support teams
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Apply the decision tree to the four cases. Exactly four lines formatted "Case 1: Action", where Action is exactly one of Resolve now, Escalate to Tier 2, Ask customer for info, or Close as duplicate. Apply the checks in the order given and stop at the first match. Plain text, nothing else.

Common mistakes when you ask AI for this

  • Escalating the duplicate. The team lead comment points to the error code. Try: Say: "Check in order and stop at the first match."
  • Using free-form actions. The AI writes 'Send article and follow up'. Try: Say: "Action is exactly one of the four phrases."
  • Extra text. The AI explains each case. Try: Say: "Four lines only: Case N: Action."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over the limit. Try: Cap each part instead of the total, for example "each line under 15 words".

What a strong prompt includes

  • Asks for plain text
  • Sets a length limit
  • States the order
  • Lists the allowed actions

Practice this now ↑

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