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Pick the right help articles to send a Basic plan customer

Practice: Setting limits and rules. About 5 minutes.

About this exercise

A customer on the Basic plan asked how to share a project with a client. You want exactly 2 numbered help center articles to link in your reply, chosen only from current (not archived) articles that apply to the Basic plan, each with its title and a reason under 12 words. Use only the article list, plain text, nothing else.

Common mistakes when you ask AI for this

  • Not giving the plan. The AI picks the most detailed articles, including ones for features Basic doesn't have. Try: Say: "Only articles that apply to the Basic plan."
  • Linking archived help. The archived article matches the question well, so the AI may include it. Try: Add: "Skip archived articles."
  • Writing the whole reply. The AI drafts the customer email and buries the article picks. Try: Say: "Output only the 2 picks."
  • Not saying how many. The AI decides the length itself and usually returns more picks than you can use. Try: Be exact: "exactly 2 numbered picks."
  • Getting markdown back. AI defaults to bold labels and headings, which show up as stray symbols in the ticket's internal note. Try: Ask for "plain text, no bold, no headings."

What a strong prompt includes

  • Names the plan
  • Skips archived articles
  • Says exactly how many
  • Limits each reason
  • Asks for plain text

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