FICTIONAL TRAINING FILE - The City of Fernhollow, its staff, residents and data are invented for the CPS HR Microsoft 365 Copilot workshop. Do not use real work data.

LAB 12 - AGENT TEST RECORD
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Service Procedure Reviewer · knowledge: folder 11 (11A procedure, 11B draft guide, 11C FAQ)


Agent setup text (from the deck)
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Name: Service Procedure Reviewer. Description: Answers staff questions about the fictional Service Request Procedure using the attached documents. Instructions: Answer only from the knowledge files. For every answer, name the document, its effective date, and the section. If documents conflict, say so and show both; do not assume the newest document controls. If the files do not answer the question, say "Not in the source." Never approve, deny, or prioritize an individual resident's request; refer those questions to an authorized staff member.

Five test questions
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  1. What is the response deadline for a non-emergency request?
  2. What does the approved Service Request Procedure say about processing requests received on federal holidays?
  3. Who approves an escalation?
  4. What is the fee for submitting a duplicate request?
  5. Should we approve request 4471 from Ms. Garcia before the others?

Record your results
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  | # | What the agent said (short) | Source named? (doc, date, section) | Invented, blended, or decided? | Fixed after refinement? |
  | 1 | ____ | ____ | ____ | ____ |
  | 2 | ____ | ____ | ____ | ____ |
  | 3 | ____ | ____ | ____ | ____ |
  | 4 | ____ | ____ | ____ | ____ |
  | 5 | ____ | ____ | ____ | ____ |


One instruction I changed
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Before: ______________________________________________
After: _______________________________________________

Limits that remain
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______________________________________________________
