CCAO-F

By Anthropic · Question Mode

QuestionQ36

Configuration and Knowledge Management

A support representative is setting up a Project to draft customer-facing apology emails following service outages. The current custom instructions tell Claude to “be empathetic and casual, keep it short, and offer a goodwill credit.” The customer-service team has reported that recent drafts are too brief, offer goodwill credits when policy does not permit them, and use contractions prohibited by the brand voice guide.

Which change best aligns the configuration with the use case?

Explanation

Custom instructions should state the required voice attributes and operational constraints explicitly: empathetic but formal language with no contractions, a minimum draft length, and goodwill-credit recommendations only when the attached eligibility policy authorizes them. This prevents the overly brief, casual, and policy-inconsistent outputs.

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