Diretrizes para criar prompts

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 5 min. de leitura

    • As diretrizes ajudam a escrever avisos para modelos de artigo de conhecimento prontos para uso (OOB) e personalizados. Siga estas instruções para criar avisos ideais que otimizam o uso de modelos de IA para gerar artigos de conhecimento.

    Crie prompts para um modelo de artigo de instruções para um caso

    Um prompt ideal é mapeado para os três seguintes campos no formulário de modelo:
    • Introdução: Inclui a declaração do problema do caso junto com o nível de gravidade.
    • Instrução: Inclui as etapas de resolução do problema descrito no incidente.
    • Descrição resumida: Inclui o título do problema descrito no incidente
    Tabela 1. Mapeamento entre seções e campos de modelo
    Seção Campo de modelo
    Problema Introdução
    Gravidade Introdução
    Instruções Etapas a serem resolvidas
    Título Descrição resumida

    Estrutura do prompt

    Use a seguinte estrutura de rascunho de prompt para criar um prompt:
    • Instruções do cabeçalho inicial (a finalidade do prompt)
    • Dados de origem de entrada
    • Diretrizes para gerar o artigo
    • Estrutura de saída junto com detalhes de mapeamento, de acordo com seus requisitos
      Importante:
      Ao mapear, é importante que a chave de mapeamento corresponda à chave de campo do modelo de artigo. O valor deve conter as seções que você pretende adicionar.

    Prompt de amostra para gerar um único artigo de modelo de instruções da base de conhecimento

    
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” 
} 
}

    Prompt de amostra para gerar um artigo de modelo de instruções com várias KB

    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” 
} 
}