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.

LIVE DEMO HANDOUT - SERVICE REQUEST TRIAGE WORKFLOW MAP
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Copilot Studio demo (instructor runs it in a test environment) · All requests are fictional


The seven steps
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  | Step | What happens | Who |
  | 1 | Request received | Workflow |
  | 2 | Information checked | Workflow |
  | 3 | Category assigned | Workflow |
  | 4 | Review determined | Workflow |
  | 5 | Authorization when required | A PERSON decides here |
  | 6 | Status updated | Workflow |
  | 7 | Confirmation sent | Workflow |

What the resident sees: Received -> Under Review -> Assigned / Returned for Information / Closed. The workflow does not decide whether a resident's request is granted.

Six tests - mark each one
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  | # | Test (fictional request) | Run | Fails safe | Needs a guardrail |
  | 1 | Request missing information (no location given) - FR-2031 | Live | [ ] | [ ] |
  | 2 | Routine request (streetlight out, 400 block of Juniper Lane) - FR-2032 | Live | [ ] | [ ] |
  | 3 | Request that needs review (tree limb over sidewalk; may need site visit) - FR-2033 | Live | [ ] | [ ] |
  | 4 | Connection failure (case system unavailable) | Recorded | [ ] | [ ] |
  | 5 | Duplicate submission (same pothole, same address, 2 hours apart) - FR-2035 | Recorded | [ ] | [ ] |
  | 6 | Change attempted without authority (staff tries to set status Closed) | Recorded | [ ] | [ ] |
