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Rewrite internal KB titles in words customers search for

  • For IT teams
  • You practice Saying who it's for
  • Time about 5 minutes
  • Level Beginner

About this exercise

Rewrite the three internal article titles for customers. Exactly 3 numbered lines, each a new title starting "How to", 9 words or fewer. Never use these words: SAML, IdP, failover, proration, runbook, T2. Match each customer symptom to the right article. Plain text.

Common mistakes when you ask AI for this

  • Keeping internal jargon. The AI shortens the internal title instead of rewriting it. Try: Say: "Banned words: SAML, IdP, failover, proration, runbook, T2."
  • Writing the cause, not the symptom. The AI titles by root cause, which customers don't search for. Try: Say: "Use the words customers see or search for."
  • Wrong format. The AI adds explanations under each title. Try: Say: "Exactly 3 numbered lines starting How to."
  • Leaving the list shape open. The AI picks its own number of items and its own layout. Try: Show the shape: "exactly N numbered lines like: 1. Label: detail".
  • 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".

What a strong prompt includes

  • Fixes the number of lines
  • Asks for plain text
  • Names the banned words
  • Uses customer wording

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