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Route four cases using the escalation matrix

  • For Customer support teams
  • You practice Keeping the AI to your sources
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Route each case using the matrix. Output exactly four lines starting "Case 1:" to "Case 4:", each formatted like "Case 1: Role (Name)". If more than one row matches, use the row listed first. Plain text, nothing else.

Common mistakes when you ask AI for this

  • Choosing the revenue row for the outage. Several large accounts are mentioned, so the AI picks the account director. Try: Say: "Use the first matching row."
  • Giving advice instead of routing. The AI writes what the customer should be told. Try: Say: "Output only Role (Name) per case."
  • Wrong names. The AI uses a role without the name or mixes names. Try: Say: "Format Role (Name) exactly as in the matrix."
  • 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
  • Gives the line format
  • States the tie rule

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