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Recommend a credit within agent authority and flag the rest

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

About this exercise

Mr. Okafor asks for a $60 credit. Write exactly four lines: SLA credit:, Goodwill:, Total vs ask:, Recommendation:. Show the math in each of the first three lines. The Recommendation must start with "Approve $" and say what needs a manager. Plain text, under 90 words.

Common mistakes when you ask AI for this

  • Using the quarter wrongly. The AI subtracts the August $10 from the Q4 goodwill limit. Try: Say: "Q3 goodwill doesn't count toward Q4."
  • Crediting every outage month. The AI gives 10% for September too. Try: Say: "Only months below 99.5% uptime qualify."
  • Approving the full ask. The AI says yes to $60 and ignores authority limits. Try: Add: "Start with Approve $ and say what needs a manager."
  • 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
  • Asks for the math
  • Fixes the labels

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