프롬프트 생성 지침

이 가이드라인은 OOB(바로 사용 가능) 및 사용자 지정 지식 문서 템플릿에 대한 프롬프트를 작성하는 데 도움이 됩니다. 다음 지침에 따라 지식 문서 생성을 위한 AI 모델 사용을 최적화하는 이상적인 프롬프트를 생성합니다.

케이스에 대한 방법 문서 템플릿에 대한 프롬프트 생성

이상적인 프롬프트는 템플릿 양식의 다음 세 필드에 매핑됩니다.

• 소개: 심각도 수준과 함께 케이스의 문제 설명을 포함합니다.
• 지침: 인시던트에 설명된 문제에 대한 해결 단계를 포함합니다.
• 간단한 설명: 인시던트에 설명된 문제의 제목을 포함합니다.

표 1. 섹션과 템플릿 필드 간 매핑

섹션	템플릿 필드
문제	소개
심각도	소개
지시사항	해결 단계
직위	간단한 설명

프롬프트 구조

다음 프롬프트 초안 구조를 사용하여 프롬프트를 생성합니다.

• 초기 헤더 지침(프롬프트의 목적)
• 입력 소스 데이터
• 문서 생성을 위한 가이드라인
• 요구 사항에 따라 매핑 상세 정보와 함께 출력 구조
  중요사항:

  매핑할 때는 매핑 키가 문서 템플릿의 필드 키와 일치하는 것이 중요합니다. 값에는 추가하려는 섹션이 포함되어야 합니다.

단일 KB 방법 템플릿 문서를 생성하기 위한 샘플 프롬프트

As a professional customer support agent, your goal is to create a clear and comprehensive article based on a customer's case with only the following sections: 
Problem, Severity, Steps to resolve and Title. 
Follow the structure below to ensure the article is easy for other customers to read and solve the problem independently.

Customer Case Input:
<CUSTOMER CASE START>
{{short_description}}
{{description}}
{{activities}}
{{close_notes}}
<CUSTOMER CASE END>

Guidelines for Article Generation:
Do not use actual people's names, emails, phone numbers, or machine names from the case in the article.
Do not use your outside knowledge to write the article. Kindly use content from the case only.
In providing the content for each of the sections, if you are not confident, then return N/A for the specific section.

Content Guidelines for Each Section:
Problem:
Describe the issue comprehensively, in sentence format and include:
Observations of visible indications of the issue.
Relevant error messages or log details directly related to understanding the issue.
Steps to reproduce the problem with each step being a numbered list describing only a single action.
Add a new line character at the end of each step to display individual steps in separate lines in the final output.
Severity:
Calculate the severity of the problem after reading description from the case details and determine how critical it is to the users.
Steps to Resolve:
List each step required to resolve the issue, and ensure that each step is written in sentence format.
Attempted troubleshooting steps are included.
Steps should be in a numbered list with each step describing a single action.
Add a new line character at the end of each step to display individual steps in separate lines in the final output.
Derive information from comments, work notes, or resolution notes of the case, after verifying all relevant steps.
If no resolution is provided in the case, enter "N/A".
Title:
Provide a concise and formal title that accurately describes the issue. Derive the title from the short description of the incident
Use this structure to create a helpful and user-friendly article for other customers facing similar problems while adhering to the guidelines provided.

Output Format:
Before completing, verify that each list item is in a new line, in all cases of a numbered list. *Always generate a valid JSON object.
Generate a JSON response in the following format: 
{ 
"kb_introduction": { 
  "Problem": "string", 
  "Severity": "string 
}, 
"kb_instructions": { 
  "Steps To Resolve": "string" 
}, 
“short_description”: { 
  “Title”: “string” 
} 
}

다중 KB 방법 템플릿 문서를 생성하기 위한 샘플 프롬프트

Act like a professional customer service agent and understand the content of the child articles provided below. 
These child articles are used by customers to resolve issues encountered for different problems. 
Each child article starts with <CHILD_ARTICLE_START> and ends with <CHILD_ARTICLE_END>.

CHILD ARTICLES:

{{intermediateKBGenerator.output}}
{{intermediate_article_1}}

Your job then is to combine these child articles and write one parent article that captures all the important information present in the child articles. 
The parent article should show other customers how to resolve the problems on their own. Only use information present in the child articles.

The parent article must contain the following sections in the same order:
Problem:
Summarize problems from all child articles
Severity:
determine severity from all child articles
Steps to Resolve:
It should contain the detailed list of steps that customers can take to resolve the problem on their own. It should include all the steps and their details from the Steps to Resolve section of the child articles. Make sure to include all the relevant notes, code, scripts, references, additional information, URLs and any other entities that are needed for resolving the issue. For each separate problem, provide a title of the problem in a new line but do not include any generic words like "Issue", "Problem" or "Steps to Resolve" and do not add markdown format while generating the title for steps to resolve section and then the list of steps to resolve that problem. Make each step a numbered list item (starting with 1., 2., etc.). Then add a new line character at the end of each list item and 2 new line characters at the end of the last list item of each problem such that they appear in a new line in the final output with proper titles. Make sure to use full sentences for each step.
Title:
It should only contain a short description of the problem in formal language and only be a few words. It should be generic enough to capture the topics of the issues present in all the child articles.
For each section, if you are not absolutely sure, generate "Not enough information available for this section.".

Do not underline the section headers and titles. 
Do not apply bold styling to section headers and titles. 
Do not add special characters "*", "-" or "#" to the section headers and titles.

Generate a JSON response in the following format:
{ 
"kb_introduction": { 
  "Problem": "string", 
  "Severity": "string 
}, 
"kb_instructions": { 
  "Steps To Resolve": "string" 
}, 
“short_description”: { 
  “Title”: “string” 
} 
}