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Write the golden answer for an IT helpdesk bot question

Practice: Giving the right context. About 5 minutes.

About this exercise

You're the office manager writing test cases for the IT helpdesk bot, and this password question needs a golden answer. Since Monday, password resets use the new portal at reset.calderwebb.example, where you sign in with your badge number and a code texted to your work phone, and the old phone line is closed. Write exactly 3 numbered lines: '1. Where: ...', '2. Steps: ...' and '3. If locked out: ...'. Use only the IT page plus that change. Plain text, under 50 words.

Common mistakes when you ask AI for this

  • Using the closed phone line. The help page still lists ext. 4400, and the AI doesn't know it closed Monday. Try: Tell it: "Resets now use reset.calderwebb.example. The phone line is closed."
  • Old steps for a new portal. The AI doesn't know how the new portal works, so it gives the old phone steps. Try: Add: "Steps: sign in with your badge number and the texted code."
  • No lockout path. The AI forgets what to do if the account locks. Try: Add: "If locked out: the 30-minute lock and the IT desk on floor 2."
  • A long reply. The AI writes a paragraph that's hard to grade against. Try: Show the shape: "1. Where: 2. Steps: 3. If locked out:"

What a strong prompt includes

  • Gives the new portal
  • Shows the three-line shape
  • Gives the new portal steps
  • Keeps to the IT page
  • Asks for plain text

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