Scenarios and Prerequisites
🧩 Scenario: Contoso Coffee Customer Service
Note
You can use this scenario throughout the workshops to build your agent. You can also use your own scenarios if you prefer.
Contoso Coffee is a company passionate about creating efficient, sustainable, and innovative coffee products, as well as the barista experience and related services.
Customer satisfaction is at its highest level, but with growing competition, it’s essential to reduce costs and focus on customer satisfaction.
The company wants to maintain its competitive edge by keeping a strong customer base while reinvesting in the customer experience to maximize customer lifetime value.
Contoso Coffee wants to enable customers to:
- Ask questions about the status of their order and delivery time
- Modify or cancel their order
This initiative aims to:
- Free up time for call center staff
- Reduce repetitive and time-consuming calls
- Improve customer satisfaction
Customer support costs have increased with the growth of the customer base, and the company can no longer expand its support team.
👉 Your mission: help find a solution using Microsoft Copilot Studio.
🧪 Prerequisites
Some workshops (especially the later ones) refer to features or tasks covered in previous workshops.
However, the workshops are designed so that you can start from any module, as long as you have access to a trial version of Microsoft Copilot Studio with the new unified interface.
➡️ For a better experience, it is recommended to complete certain modules before starting some workshops.
As mentioned earlier, to continue the workshops in this module, you must ensure you have access to:
- The environment provided by your instructor, or
- An environment you created yourself
