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Path B
Text Pack: every lab in plain text
If uploads or app features are turned off, paste the file text and the prompt into Copilot Chat. Each lab has a one-click "Copy all" button. The prompts here say "the text I pasted" instead of "attached", because on Path B you paste the files.
ZIPDownload the whole Text Pack (.txt files)24 KB
First prompt Baseline Prompt
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: Uploads blocked? Paste the text of files 05 and 03 from the Text Pack, then paste the prompt.
- Check: Can every bullet be traced to a source? Identify any unsupported statements.
- Use the Five Checks: Source, Verification, Context, Resilience (would it still be accurate if someone read it without the chat?), Authorized Owner.
File 05 - Executive Brief (memo source) (2,234 characters)
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. EXECUTIVE BRIEF: SERVICE REQUEST IMPROVEMENT PROJECT ==================================================== Prepared for: Renata Vossberg, Department Director · Prepared by: Jordan Ekwueme, Senior Analyst · August 29, 2026 · Phase 1 (Diagnosis) findings Purpose ------- This brief summarizes what Phase 1 learned about the growth in the service-request backlog and proposes options for Phase 2. It is a briefing, not a decision document. Findings -------- 1. The backlog doubled in five months. Open requests at the end of the month rose from 135 in January 2026 to 270 in May 2026. 2. Residents are waiting longer. Average days to resolve rose from 6.1 days in January to 8.4 days in June 2026. 3. Many requests start in the wrong place. In a sample of 300 requests from April and May, 31 percent were first routed to the wrong unit and had to be re-routed, adding an estimated 1 to 2 days each. This is a sample estimate, not a count of all requests. June was an exception: staff completed more requests than were received (completion rate above 100 percent) by clearing older requests during a focused effort, so the backlog fell in June. Recommendations --------------- 1. Add a single intake triage step so each request is routed to the right unit the first time. 2. Publish a weekly backlog report to unit supervisors. 3. Send residents a plain-language status update when a request is acknowledged and when it is extended. Risks ----- - Staffing: 4 of 22 positions are vacant; triage may move workload rather than reduce it. - Data quality: August data will be incomplete because of the planned case-system migration. - Equity: residents who do not use the online portal may not benefit equally from portal-based status updates. Next steps ---------- - Phase 2 (Design): September and October 2026. - Proposed pilot: November 2026 through January 2027, if approved by the Department Director. - Results review: February 2027. Note: This brief does not set deadlines. Response deadlines are set only by Procedure SR-100.
File 03 - Project Status Notes (1,867 characters)
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. SERVICE REQUEST IMPROVEMENT PROJECT - STATUS NOTES ================================================== Project sponsor: Malcolm Treadwell, Deputy Director · Project lead: Jordan Ekwueme · Status as of October 2, 2026 Project purpose --------------- Reduce the service-request backlog and shorten the time residents wait for a response, without reducing service quality or fairness, and bring practice into line with Procedure SR-100 Rev. 3 (5-business-day response deadline). Current status -------------- The project is in Phase 2 of 3 (Design). Phase 1 (Diagnosis) closed on August 29, 2026, with the executive brief. Phase 2 is on schedule. Phase 3 (Pilot) is planned for November 2026 through January 2027, subject to Director approval. Confirmed decisions (approved by the project sponsor) ----------------------------------------------------- - Decision 1 (Sept 8): Publish a weekly backlog report to all unit supervisors starting October 5, 2026. - Decision 2 (Sept 22): Design the pilot around a single intake triage step staffed by the Intake team. Unresolved questions -------------------- - Whether to add Saturday intake hours during the pilot (proposed by the Intake Lead; not decided). - Whether the Unit Supervisor can delegate extension approvals to senior staff (requires a procedure revision; not decided). - How first-contact resolution should be defined for reporting (two definitions in use). Risks ----- - Four of 22 Resident Services positions are vacant. - August data are incomplete because of the case-system migration. Next milestone -------------- Pilot design review with the Deputy Director, target date October 27, 2026 (target, not a commitment).
Path C (Watch and verify): Watch my run, then check each bullet against files 05 and 03 in the Text Pack.
Lab 1 Validate and Correct
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: This lab already runs in Copilot Chat. Uploads blocked? Paste files 01 and 02 from the Text Pack.
- Check: Which defects did Copilot find, and which did you find on your own?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 01 - Draft Procedure Summary (has planted errors) (1,562 characters)
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. DRAFT - SUMMARY OF THE SERVICE REQUEST PROCEDURE ================================================ Prepared by: Intake team (draft for review) · Date: September 29, 2026 · Status: NOT REVIEWED This one-page summary is intended to help new Resident Services staff understand Service Request Procedure SR-100. Please review before it is shared. Key points ---------- 1. Residents submit service requests through the online portal, and requests must be written in English. 2. Every request receives a tracking number at intake. 3. Staff acknowledge every non-emergency request within 1 business day. 4. Emergency requests are handled within 3 business days. 5. Non-emergency requests must receive a response within 10 business days. 6. Any staff member may extend a deadline by up to 10 additional business days if a site visit is needed. 7. Requests that are not resolved within 10 business days are automatically escalated to the Division Manager. 8. Duplicate requests are rejected so staff can focus on new issues. 9. Requests received on holidays are processed on the next business day. 10. Request records are retained for 3 years after closing. 11. Following this procedure guarantees that every request is resolved within 5 business days. 12. Changes to deadlines require a written revision approved by the Department Director. Questions? Contact the Intake Lead.
File 02 - Service Request Procedure SR-100 Rev. 3 (3,897 characters)
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. SERVICE REQUEST PROCEDURE SR-100 ================================ Revision 3 · Effective July 1, 2026 · Approved by Renata Vossberg, Department Director · Owner: Resident Services Division Section 1. Purpose ------------------ This procedure sets the steps and time limits for receiving, routing, responding to, and closing non-emergency and emergency service requests submitted by residents of the City of Fernhollow. Section 2. Scope ---------------- This procedure applies to all Resident Services staff who receive or work on service requests. It does not apply to code-enforcement complaints, which follow Procedure CE-210. Section 3. Definitions ---------------------- - Service request: a resident's request for a City service, repair, or information, received through the online portal, by phone, by email, or in person. - Emergency request: a request involving an immediate risk to health or safety, as determined by the Intake Lead or Unit Supervisor. - Non-emergency request: any service request that is not an emergency request. - Duplicate request: a request that describes the same issue at the same location as an open request. - Business day: Monday through Friday, excluding days City offices are closed. Section 4. Intake ----------------- 4.1 Requests are accepted through the online portal, by phone, by email, and in person, in any language. Staff must use the City's interpretation line when needed. 4.2 Every request receives a tracking number at intake. 4.3 Staff acknowledge every non-emergency request within 2 business days of receipt. Section 5. Response Deadlines ----------------------------- 5.1 Emergency requests: staff respond within 1 business day of receipt. 5.2 Non-emergency requests: staff respond within 5 business days of receipt. (Revision 3 changed this from 10 business days.) 5.3 "Respond" means the resident receives a substantive reply stating the action the City will take or the information requested. A response is not the same as resolving the request. Section 6. Exceptions and Extensions ------------------------------------ 6.1 The non-emergency response deadline may be extended by up to 10 additional business days when the request requires a site visit or information from a third party. 6.2 Every extension requires the written approval of the Unit Supervisor before the original deadline passes. 6.3 The resident must be notified in writing of the extension, the reason, and the new date. Section 7. Escalation --------------------- 7.1 A non-emergency request that is not resolved within 15 business days of receipt is reviewed by the Unit Supervisor. 7.2 The Unit Supervisor approves any escalation to the Division Manager. 7.3 A resident may ask for escalation at any time; the Unit Supervisor must reply within 3 business days. Section 8. Duplicate Requests ----------------------------- 8.1 Duplicate requests are merged with the open request. The resident who submitted the duplicate is notified of the original tracking number. Section 9. Closing a Request ---------------------------- 9.1 A request is closed when the action is complete or the requested information has been provided, and the resident has been notified. 9.2 Request records are retained for 3 years after closing. Section 10. Changes to This Procedure ------------------------------------- 10.1 Response deadlines and other requirements in this procedure change only by a written revision approved by the Department Director. Emails, meeting notes, and announcements do not change this procedure. 10.2 Revision history: Rev. 1 (2022) original; Rev. 2 (2024) added email intake; Rev. 3 (July 1, 2026) shortened the non-emergency response deadline from 10 to 5 business days.
Path C (Watch and verify): Find the defects by hand: read file 01 against file 02, then compare with my Copilot run.
Lab 2 Research Across Documents and the Web (Researcher)
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: No Researcher? Run the same prompt in Copilot Chat. If web search is off, use files 02 and 05 only and note what is missing.
- Check: Does each citation support what Copilot said?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 02 - Service Request Procedure SR-100 Rev. 3 (3,897 characters)
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. SERVICE REQUEST PROCEDURE SR-100 ================================ Revision 3 · Effective July 1, 2026 · Approved by Renata Vossberg, Department Director · Owner: Resident Services Division Section 1. Purpose ------------------ This procedure sets the steps and time limits for receiving, routing, responding to, and closing non-emergency and emergency service requests submitted by residents of the City of Fernhollow. Section 2. Scope ---------------- This procedure applies to all Resident Services staff who receive or work on service requests. It does not apply to code-enforcement complaints, which follow Procedure CE-210. Section 3. Definitions ---------------------- - Service request: a resident's request for a City service, repair, or information, received through the online portal, by phone, by email, or in person. - Emergency request: a request involving an immediate risk to health or safety, as determined by the Intake Lead or Unit Supervisor. - Non-emergency request: any service request that is not an emergency request. - Duplicate request: a request that describes the same issue at the same location as an open request. - Business day: Monday through Friday, excluding days City offices are closed. Section 4. Intake ----------------- 4.1 Requests are accepted through the online portal, by phone, by email, and in person, in any language. Staff must use the City's interpretation line when needed. 4.2 Every request receives a tracking number at intake. 4.3 Staff acknowledge every non-emergency request within 2 business days of receipt. Section 5. Response Deadlines ----------------------------- 5.1 Emergency requests: staff respond within 1 business day of receipt. 5.2 Non-emergency requests: staff respond within 5 business days of receipt. (Revision 3 changed this from 10 business days.) 5.3 "Respond" means the resident receives a substantive reply stating the action the City will take or the information requested. A response is not the same as resolving the request. Section 6. Exceptions and Extensions ------------------------------------ 6.1 The non-emergency response deadline may be extended by up to 10 additional business days when the request requires a site visit or information from a third party. 6.2 Every extension requires the written approval of the Unit Supervisor before the original deadline passes. 6.3 The resident must be notified in writing of the extension, the reason, and the new date. Section 7. Escalation --------------------- 7.1 A non-emergency request that is not resolved within 15 business days of receipt is reviewed by the Unit Supervisor. 7.2 The Unit Supervisor approves any escalation to the Division Manager. 7.3 A resident may ask for escalation at any time; the Unit Supervisor must reply within 3 business days. Section 8. Duplicate Requests ----------------------------- 8.1 Duplicate requests are merged with the open request. The resident who submitted the duplicate is notified of the original tracking number. Section 9. Closing a Request ---------------------------- 9.1 A request is closed when the action is complete or the requested information has been provided, and the resident has been notified. 9.2 Request records are retained for 3 years after closing. Section 10. Changes to This Procedure ------------------------------------- 10.1 Response deadlines and other requirements in this procedure change only by a written revision approved by the Department Director. Emails, meeting notes, and announcements do not change this procedure. 10.2 Revision history: Rev. 1 (2022) original; Rev. 2 (2024) added email intake; Rev. 3 (July 1, 2026) shortened the non-emergency response deadline from 10 to 5 business days.
File 05 - Executive Brief (memo source) (2,234 characters)
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. EXECUTIVE BRIEF: SERVICE REQUEST IMPROVEMENT PROJECT ==================================================== Prepared for: Renata Vossberg, Department Director · Prepared by: Jordan Ekwueme, Senior Analyst · August 29, 2026 · Phase 1 (Diagnosis) findings Purpose ------- This brief summarizes what Phase 1 learned about the growth in the service-request backlog and proposes options for Phase 2. It is a briefing, not a decision document. Findings -------- 1. The backlog doubled in five months. Open requests at the end of the month rose from 135 in January 2026 to 270 in May 2026. 2. Residents are waiting longer. Average days to resolve rose from 6.1 days in January to 8.4 days in June 2026. 3. Many requests start in the wrong place. In a sample of 300 requests from April and May, 31 percent were first routed to the wrong unit and had to be re-routed, adding an estimated 1 to 2 days each. This is a sample estimate, not a count of all requests. June was an exception: staff completed more requests than were received (completion rate above 100 percent) by clearing older requests during a focused effort, so the backlog fell in June. Recommendations --------------- 1. Add a single intake triage step so each request is routed to the right unit the first time. 2. Publish a weekly backlog report to unit supervisors. 3. Send residents a plain-language status update when a request is acknowledged and when it is extended. Risks ----- - Staffing: 4 of 22 positions are vacant; triage may move workload rather than reduce it. - Data quality: August data will be incomplete because of the planned case-system migration. - Equity: residents who do not use the online portal may not benefit equally from portal-based status updates. Next steps ---------- - Phase 2 (Design): September and October 2026. - Proposed pilot: November 2026 through January 2027, if approved by the Department Director. - Results review: February 2027. Note: This brief does not set deadlines. Response deadlines are set only by Procedure SR-100.
Path C (Watch and verify): Watch my Researcher run. Open the source links I paste in the chat and judge each one.
Lab 3 Files and Screenshots
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: Image upload blocked? Watch my Prompt 1, then run Prompt 2 with the Text Pack versions of files 04 and 06.
- Check: Did Copilot read the footnote?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 04 - Dashboard Screenshot (text description) (1,300 characters)
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.
FILE 04 - DASHBOARD SCREENSHOT (text description for Path B)
Use this if you cannot upload the image. It describes everything visible in 04_Dashboard_Screenshot.png.
Title bar: Fernhollow Resident Services | Service Request Dashboard
Date range: Year to date, January 1 - September 25, 2026 (data refreshed Sept 25, 2026 6:00 AM)
Tiles:
- Requests received (YTD): 3,831
- Requests completed (YTD): 3,708
- Open backlog (today): 243
- Avg days to resolve (Sep): 7.1 days
- First-contact resolution*: 36.6%
Line chart - Average days to resolve, by month:
Jan 6.1 | Feb 6.3 | Mar 6.8 | Apr 7.4 | May 8.0 | Jun 8.4 | Jul 7.6 | Aug 7.2 | Sep* 7.1
Table - Last three months (Received / Completed):
Jul 430 / 418
Aug 455 / 440
Sep* 371 / 360
Escalations YTD: 102 (Aug not captured)
Target response time: 10 business days
Footnote (small grey text at the bottom):
* First-contact resolution = requests resolved on first contact divided by ALL requests RECEIVED (not completed).
August excluded (case-system migration).
Sep* = partial month through Sept 25. Target line has not been updated for SR-100 Rev. 3.
File 06 - Service Request Data (spreadsheet as text) (1,366 characters)
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. FILE 06 - SERVICE REQUEST DATA (text version of the spreadsheet) Sheet: Monthly Data (Excel table name: ServiceRequests) Blank = no data; 0 = measured and zero. Ending Backlog = Beginning Backlog + Received - Completed. Month | Beginning Backlog | Requests Received | Requests Completed | Resolved on First Contact | Avg Days to Resolve | Escalated | Ending Backlog | Notes Jan 2026 | 120 | 410 | 395 | 150 | 6.1 | 12 | 135 | Feb 2026 | 135 | 398 | 380 | 141 | 6.3 | 9 | 153 | Mar 2026 | 153 | 445 | 412 | 160 | 6.8 | 0 | 186 | No escalations recorded (confirmed zero) Apr 2026 | 186 | 460 | 418 | 155 | 7.4 | 14 | 228 | May 2026 | 228 | 472 | 430 | 149 | 8.0 | 18 | 270 | Jun 2026 | 270 | 390 | 455 | 170 | 8.4 | 21 | 205 | Focused effort to clear older requests Jul 2026 | 205 | 430 | 418 | 162 | 7.6 | 15 | 217 | Aug 2026 | 217 | 455 | 440 | | 7.2 | | 232 | Case-system migration: first-contact and escalation data not captured (blank = no data) Sep 2026 | 232 | 468 | 452 | 181 | 6.9 | 13 | 248 | Lab 6 measures: Completion Rate = Requests Completed / Requests Received x 100 First-Contact Resolution Share of Completed Requests = Resolved on First Contact / Requests Completed x 100
Path C (Watch and verify): Find the footnote in file 04 yourself and compare three numbers to file 06.
Lab 4 Draft a Memo in Word
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: No Copilot in Word? Run the draft prompt in Copilot Chat with file 05, paste the result into Word, and refine there.
- Check: Did Copilot add anything not in file 05?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 05 - Executive Brief (memo source) (2,234 characters)
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. EXECUTIVE BRIEF: SERVICE REQUEST IMPROVEMENT PROJECT ==================================================== Prepared for: Renata Vossberg, Department Director · Prepared by: Jordan Ekwueme, Senior Analyst · August 29, 2026 · Phase 1 (Diagnosis) findings Purpose ------- This brief summarizes what Phase 1 learned about the growth in the service-request backlog and proposes options for Phase 2. It is a briefing, not a decision document. Findings -------- 1. The backlog doubled in five months. Open requests at the end of the month rose from 135 in January 2026 to 270 in May 2026. 2. Residents are waiting longer. Average days to resolve rose from 6.1 days in January to 8.4 days in June 2026. 3. Many requests start in the wrong place. In a sample of 300 requests from April and May, 31 percent were first routed to the wrong unit and had to be re-routed, adding an estimated 1 to 2 days each. This is a sample estimate, not a count of all requests. June was an exception: staff completed more requests than were received (completion rate above 100 percent) by clearing older requests during a focused effort, so the backlog fell in June. Recommendations --------------- 1. Add a single intake triage step so each request is routed to the right unit the first time. 2. Publish a weekly backlog report to unit supervisors. 3. Send residents a plain-language status update when a request is acknowledged and when it is extended. Risks ----- - Staffing: 4 of 22 positions are vacant; triage may move workload rather than reduce it. - Data quality: August data will be incomplete because of the planned case-system migration. - Equity: residents who do not use the online portal may not benefit equally from portal-based status updates. Next steps ---------- - Phase 2 (Design): September and October 2026. - Proposed pilot: November 2026 through January 2027, if approved by the Department Director. - Results review: February 2027. Note: This brief does not set deadlines. Response deadlines are set only by Procedure SR-100.
Path C (Watch and verify): Check my draft against file 05 and mark every claim you cannot trace.
Lab 5 Build a Presentation in PowerPoint
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: No Copilot in PowerPoint? Ask Copilot Chat for a five-slide outline from your memo (title plus three bullets each).
- Check: Did any slide gain a claim the memo never made?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 05A - Sample Memo (backup for Lab 5) (1,644 characters)
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. MEMORANDUM ========== TO: Department Directors · FROM: Jordan Ekwueme, Senior Analyst · DATE: October 9, 2026 · SUBJECT: Service Request Improvement Project - Phase 1 Findings and Proposed Next Steps Purpose ------- This memo shares what we learned about the growing service-request backlog and the options we propose to test. It is for information; no decision is requested today. What we found ------------- 1. The backlog doubled between January and May 2026, from 135 to 270 open requests at month end. 2. Average days to resolve rose from 6.1 days in January to 8.4 days in June. 3. About 31 percent of sampled requests (300 requests, April-May) were first sent to the wrong unit. Options we considered --------------------- - Keep the current process and add overtime (short-term relief only). - Add a single intake triage step (recommended). - Add Saturday intake hours (proposed by the Intake Lead; requires confirmation of staffing and cost). Recommendation -------------- Pilot a single intake triage step, publish a weekly backlog report, and send plain-language status updates to residents. Risks ----- Four of 22 positions are vacant; August data are incomplete; residents who do not use the portal may benefit less from portal updates. Next steps ---------- Complete design in October; pilot November 2026 to January 2027 if the Department Director approves; review results in February 2027. Exact pilot start date: requires confirmation.
Path C (Watch and verify): Check my slides against file 05A and post one added claim in the chat.
Lab 6 Excel: Calculate, Explain, Chart
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste Prompt 1, ask Copilot to write the two formulas, enter them in your own copy of file 06, and hand-check two rows with a calculator.
- Tip: No Copilot in Excel? Paste the table into Copilot Chat, ask it to write the two formulas, enter them yourself, and hand-check two rows.
- Check: Do your hand calculations match Copilot's? Completion Rate = Completed / Received x 100. First-Contact Resolution Share = Resolved on First Contact / Completed x 100.
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 06 - Service Request Data (spreadsheet as text) (1,366 characters)
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. FILE 06 - SERVICE REQUEST DATA (text version of the spreadsheet) Sheet: Monthly Data (Excel table name: ServiceRequests) Blank = no data; 0 = measured and zero. Ending Backlog = Beginning Backlog + Received - Completed. Month | Beginning Backlog | Requests Received | Requests Completed | Resolved on First Contact | Avg Days to Resolve | Escalated | Ending Backlog | Notes Jan 2026 | 120 | 410 | 395 | 150 | 6.1 | 12 | 135 | Feb 2026 | 135 | 398 | 380 | 141 | 6.3 | 9 | 153 | Mar 2026 | 153 | 445 | 412 | 160 | 6.8 | 0 | 186 | No escalations recorded (confirmed zero) Apr 2026 | 186 | 460 | 418 | 155 | 7.4 | 14 | 228 | May 2026 | 228 | 472 | 430 | 149 | 8.0 | 18 | 270 | Jun 2026 | 270 | 390 | 455 | 170 | 8.4 | 21 | 205 | Focused effort to clear older requests Jul 2026 | 205 | 430 | 418 | 162 | 7.6 | 15 | 217 | Aug 2026 | 217 | 455 | 440 | | 7.2 | | 232 | Case-system migration: first-contact and escalation data not captured (blank = no data) Sep 2026 | 232 | 468 | 452 | 181 | 6.9 | 13 | 248 | Lab 6 measures: Completion Rate = Requests Completed / Requests Received x 100 First-Contact Resolution Share of Completed Requests = Resolved on First Contact / Requests Completed x 100
Path C (Watch and verify): Calculate two rows of each measure by hand, then compare with my Copilot results.
Lab 7 Outlook: Thread to Reply
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: No Copilot in Outlook? Paste file 07 from the Text Pack into Copilot Chat and run both prompts there.
- Check: Did the summary call anything a decision that was still a proposal?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 07 - Email Thread (40 messages) (7,999 characters)
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. Subject: Response deadline for non-emergency requests - what do we tell staff? Messages: 40 (oldest first) --- Message 1 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 14, 2026 8:12 AM Hi all - new intake staff keep asking me what the response deadline is for non-emergency requests. Can we agree on one answer for the training sheet? --- Message 2 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 14, 2026 8:40 AM Good question. Let's settle it here so everyone uses the same language. --- Message 3 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 14, 2026 9:05 AM For what it's worth, the dashboard still measures against the old target. --- Message 4 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 14, 2026 9:30 AM Which document is the training sheet based on? I'd like to check the source. --- Message 5 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 14, 2026 10:02 AM The old training sheet from 2024. --- Message 6 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 14, 2026 10:15 AM Then the answer is 10 business days. That's what we've always used, so let's put 10 business days on the sheet. --- Message 7 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 14, 2026 11:20 AM I can add the deadline to the resident-facing FAQ once we confirm it. --- Message 8 --- From: Sam Okafor-Lindqvist <s.okaforlindqvist@fernhollow.example> Sent: Sep 14, 2026 1:45 PM Note: the portal auto-reply also says 10 business days. Changing it takes about a week of lead time. --- Message 9 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 15, 2026 7:58 AM Thanks. I'll draft the training sheet with 10 days. --- Message 10 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 15, 2026 8:30 AM Before we print anything, can someone confirm against SR-100? I thought there was a revision this summer. --- Message 11 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 15, 2026 9:12 AM I don't have the current SR-100 handy. --- Message 12 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 15, 2026 9:40 AM I'll look when I can. Busy week. --- Message 13 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 15, 2026 2:10 PM Holding the FAQ update until we hear back. --- Message 14 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 16, 2026 8:05 AM Also - are we counting from the day we receive the request or the day after? --- Message 15 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 16, 2026 8:22 AM The dashboard counts from the day after receipt. --- Message 16 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 16, 2026 8:50 AM SR-100 says 'of receipt.' We may need to align the dashboard. Open question. --- Message 17 --- From: Malcolm Treadwell <m.treadwell@fernhollow.example> Sent: Sep 16, 2026 10:30 AM Adding myself. Let's not change anything resident-facing until this is sorted. --- Message 18 --- From: Sam Okafor-Lindqvist <s.okaforlindqvist@fernhollow.example> Sent: Sep 16, 2026 11:00 AM Understood. Auto-reply stays as-is for now. --- Message 19 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 17, 2026 9:15 AM Do holidays count as business days? Staff asked about requests that come in on Labor Day weekend. --- Message 20 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 17, 2026 9:45 AM I think we just process them the next business day, but I'm not sure that's written anywhere. --- Message 21 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 17, 2026 10:05 AM SR-100 defines business days as days City offices are open. It doesn't say anything specific about holidays beyond that. Open question. --- Message 22 --- From: Odessa Pringle <o.pringle@fernhollow.example> Sent: Sep 17, 2026 1:20 PM Joining late. Escalations are coming to me without supervisor review. Can we remind staff of the escalation step? --- Message 23 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 17, 2026 2:00 PM Agreed - escalations should come through me first. --- Message 24 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 18, 2026 8:30 AM Could someone own the reminder about escalations? I can format it but shouldn't be the sender. --- Message 25 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 18, 2026 9:10 AM I could maybe draft it next week if nobody else does. --- Message 26 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 18, 2026 10:00 AM Separate issue: I'd like to change the dashboard to show the share of requests answered within the deadline. --- Message 27 --- From: Malcolm Treadwell <m.treadwell@fernhollow.example> Sent: Sep 18, 2026 11:40 AM Wen, that's a good idea - put together a proposal and we'll discuss at the working group. --- Message 28 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 21, 2026 8:00 AM Training sheet draft attached (10 business days). Comments by Thursday? --- Message 29 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 21, 2026 8:45 AM Please hold - still not confirmed against SR-100. --- Message 30 --- From: Sam Okafor-Lindqvist <s.okaforlindqvist@fernhollow.example> Sent: Sep 21, 2026 9:30 AM Also flagging: the portal FAQ page and auto-reply would both need updates. --- Message 31 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 22, 2026 10:15 AM I disagree with listing any number on the FAQ until the Director's office confirms. Residents screenshot these. --- Message 32 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 22, 2026 11:00 AM Fair point, Beatriz. --- Message 33 --- From: Odessa Pringle <o.pringle@fernhollow.example> Sent: Sep 23, 2026 9:05 AM Any update on the deadline? My staff are asking too. --- Message 34 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 23, 2026 3:30 PM Found it. SR-100 Revision 3, effective July 1, 2026, signed by the Director, changed the non- emergency response deadline from 10 to 5 business days (Section 5.2). So the answer is 5 business days, not 10. Sorry for the confusion earlier. Tomas, please update the training sheet to 5. --- Message 35 --- From: Tomas Brightwater <t.brightwater@fernhollow.example> Sent: Sep 23, 2026 4:02 PM Will do - updating the training sheet to 5 business days. --- Message 36 --- From: Wen Calloway <w.calloway@fernhollow.example> Sent: Sep 24, 2026 8:15 AM Then the dashboard target is wrong. I'll need someone to approve changing it. --- Message 37 --- From: Jordan Ekwueme <j.ekwueme@fernhollow.example> Sent: Sep 24, 2026 9:00 AM Thanks, Priya. Still open: counting from day of receipt vs. day after, and holidays. --- Message 38 --- From: Malcolm Treadwell <m.treadwell@fernhollow.example> Sent: Sep 25, 2026 4:45 PM Team - heads up. Given staffing, I plan to move the non-emergency response deadline to 7 business days starting November 1. I'll get this in front of the Director. Please start planning around 7. --- Message 39 --- From: Beatriz Nakamura-Holt <b.nakamuraholt@fernhollow.example> Sent: Sep 28, 2026 9:20 AM Should the FAQ say 5 or 7? I don't want to publish something that changes in a month. --- Message 40 --- From: Priya Halvorsen <p.halvorsen@fernhollow.example> Sent: Sep 28, 2026 10:05 AM Until a revision to SR-100 is signed, the procedure says 5. I'd keep the FAQ and training sheet at 5 and note that a change has been proposed. Can someone confirm with the Director's office whether a revision is in progress?
Path C (Watch and verify): Read file 07 and find the deadline that was announced but never approved.
Lab 8 Teams: Meeting Recap
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: No meeting recap? Paste file 08 from the Text Pack into Copilot Chat and run the same prompt.
- Check: Did Copilot credit the right speaker?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 08 - Meeting Transcript and Notes (3,427 characters)
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. SRIP WORKING GROUP MEETING - TRANSCRIPT EXCERPT AND NOTES ========================================================= Date: Tuesday, October 6, 2026, 10:00-10:45 AM · Teams meeting (training) · Attendees: Malcolm Treadwell (chair), Priya Halvorsen, Jordan Ekwueme, Wen Calloway, Tomas Brightwater, Beatriz Nakamura-Holt, Odessa Pringle Transcript excerpt ------------------ [00:01] Malcolm Treadwell: Thanks, everyone. Three items today: the weekly backlog report, the dashboard change, and the pilot plan. [00:03] Jordan Ekwueme: The first weekly backlog report went out yesterday as decided on September 8. Supervisors got it Monday morning. [00:05] Wen Calloway: I want to raise a concern. The report counts duplicates twice before they're merged, so the backlog looks bigger than it is. [00:07] Odessa Pringle: That matches what my staff see. Wen's right about the duplicates. [00:08] Malcolm Treadwell: Okay. Decision: starting next week, the backlog report will exclude requests flagged as duplicates. Wen, you own that change, due October 12. [00:09] Wen Calloway: Yes, I'll have it done by the 12th. [00:12] Wen Calloway: On the dashboard, I'm proposing we add the share of requests answered within the 5-day deadline. [00:14] Priya Halvorsen: I support that, but we still haven't agreed whether the clock starts on the day of receipt or the day after. [00:15] Malcolm Treadwell: Let's park the dashboard change until that's settled. It's a good proposal, not a decision yet. [00:19] Tomas Brightwater: For the pilot, I'd like to suggest Saturday intake hours, maybe nine to noon. [00:21] Beatriz Nakamura-Holt: Saturday hours would help residents who work weekdays. But who staffs it? [00:22] Malcolm Treadwell: We'd need a cost estimate before we decide anything about Saturdays. [00:24] Priya Halvorsen: Someone should put together that cost estimate. [00:25] Malcolm Treadwell: Agreed, we need it. (No one volunteered.) [00:28] Beatriz Nakamura-Holt: I'm also worried about the portal FAQ. It still says 10 business days, which is wrong under Rev. 3. [00:29] Jordan Ekwueme: Right, and we shouldn't put 7 on it either. That was only proposed. [00:31] Beatriz Nakamura-Holt: I can probably update the FAQ text if Sam can publish it. [00:32] Malcolm Treadwell: Let's check with Sam offline. [00:35] Jordan Ekwueme: Pilot design review. I'm hoping we can hold it around October 27, but that depends on the Deputy Director's calendar. [00:36] Malcolm Treadwell: That's a target. I'll confirm the date by email. [00:40] Odessa Pringle: One more concern: escalations are still reaching me without supervisor review. [00:41] Priya Halvorsen: Same concern I raised in the email thread. We need a staff reminder. [00:42] Malcolm Treadwell: Priya, will you send that reminder this week? [00:42] Priya Halvorsen: Yes, I'll send it by Friday, October 9. [00:44] Malcolm Treadwell: Thanks. Meeting adjourned. Organizer's quick notes (typed during meeting, not reviewed) ------------------------------------------------------------ - Backlog report to exclude duplicates - Wen - Oct 12. - Dashboard on-time share - parked. - Saturday hours - need cost estimate. - FAQ fix - Beatriz? - Design review ~Oct 27. - Escalation reminder - Priya - Oct 9.
Path C (Watch and verify): Read file 08 and list one action item that has no real owner.
Lab 9 OneNote: Task List from Notes
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: No Copilot in OneNote? Paste the page text (file 09 in the Text Pack) into Copilot Chat.
- Check: Does every missing owner say "not stated"?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 09 - Project Notes (OneNote page) (1,373 characters)
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. 09 PROJECT NOTES - SRIP (ONENOTE PAGE) ====================================== Page owner: Jordan Ekwueme · Last edited October 8, 2026 · Rough working notes Oct 6 working group - follow-ups -------------------------------- - Wen - backlog report to drop duplicates, by Oct 12 (agreed in meeting) - Saturday hours cost estimate ... needed before any decision. who?? - FAQ still says 10 days - must fix. Beatriz offered to draft text 'probably' - check w/ Sam re publishing - Priya - escalation reminder to staff by Fri Oct 9 Pilot prep ---------- - Draft triage decision tree (categories + who reviews) - Ask IT if portal can show status 'Under Review' - Sam? (not asked yet) - Pick 2 units for pilot - Odessa suggested Streets + Parks, not decided - Design review target ~Oct 27 (Malcolm confirming) - Plain-language status letter template - high priority Data ---- - Aug data incomplete (migration) - footnote in every report - Two FCR definitions floating around - need one. Jordan to write options memo by Oct 16 - Dashboard 'as of' date is the 25th - Sept numbers partial! Random ------ - Interpretation line usage up? ask someone - Order coffee for design review lol
Path C (Watch and verify): Mark every task in file 09 that has no stated owner.
Lab 10 OneDrive: Compare Versions
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: No Compare? Attach or paste v1, v2, and v3 in Copilot Chat and run the same prompt.
- Check: Did Copilot call any meaningful change "wording only"?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 10 v1 - Procedure Section, Version 1 (934 characters)
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. SR-100 DRAFT SECTION: RESPONSE, EXTENSIONS AND ESCALATION ========================================================= Version 1 · Drafted May 12, 2026 · Status: working draft A. The Intake Specialist responds to each non-emergency request within 10 business days of receipt. B. The deadline may be extended by up to 10 business days when the request requires a site visit or information from a third party. The Unit Supervisor approves extensions. C. The resident is told about any extension. D. Requests not resolved within 15 business days go to the Unit Supervisor for review. The Unit Supervisor approves escalation to the Division Manager. E. A resident may request escalation at any time. F. Staff should try to resolve requests on first contact when possible.
File 10 v2 - Procedure Section, Version 2 (982 characters)
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. SR-100 DRAFT SECTION: RESPONSE, EXTENSIONS AND ESCALATION ========================================================= Version 2 · Revised June 3, 2026 · Status: review draft A. The Assigned Case Worker responds to each non-emergency request within 5 business days of receipt. B. The deadline may be extended by up to 10 business days when the request requires a site visit or information from a third party. The Unit Supervisor must approve each extension in writing before the original deadline passes. C. The resident is notified in writing of any extension, the reason, and the new date. D. Requests not resolved within 15 business days go to the Unit Supervisor for review. The Unit Supervisor approves escalation to the Division Manager. F. Staff should try to resolve requests on first contact when possible.
File 10 v3 - Procedure Section, Version 3 (987 characters)
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. SR-100 DRAFT SECTION: RESPONSE, EXTENSIONS AND ESCALATION ========================================================= Version 3 · Revised June 17, 2026 · Status: final review draft A. The Assigned Case Worker replies to each non-emergency request within 5 business days of receipt. B. The deadline may be extended by up to 10 business days when the request requires a site visit. The Unit Supervisor must approve each extension in writing before the original deadline passes. C. The resident is notified in writing about any extension, the reason for it, and the new date. D. Requests that are not resolved within 15 business days are sent to the Unit Supervisor for review. The Unit Supervisor approves any escalation to the Division Manager. F. Staff should aim to resolve requests on first contact whenever possible.
Path C (Watch and verify): Compare v2 and v3 yourself and find the one change that alters meaning.
Lab 11 Analyst, the Built-In Agent
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: No Analyst? Paste the file 06 text into Copilot Chat, run the prompt about the text you pasted, then compare with your Lab 6 hand check.
- Check: Do the numbers match your Lab 6 hand check?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 06 - Service Request Data (spreadsheet as text) (1,366 characters)
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. FILE 06 - SERVICE REQUEST DATA (text version of the spreadsheet) Sheet: Monthly Data (Excel table name: ServiceRequests) Blank = no data; 0 = measured and zero. Ending Backlog = Beginning Backlog + Received - Completed. Month | Beginning Backlog | Requests Received | Requests Completed | Resolved on First Contact | Avg Days to Resolve | Escalated | Ending Backlog | Notes Jan 2026 | 120 | 410 | 395 | 150 | 6.1 | 12 | 135 | Feb 2026 | 135 | 398 | 380 | 141 | 6.3 | 9 | 153 | Mar 2026 | 153 | 445 | 412 | 160 | 6.8 | 0 | 186 | No escalations recorded (confirmed zero) Apr 2026 | 186 | 460 | 418 | 155 | 7.4 | 14 | 228 | May 2026 | 228 | 472 | 430 | 149 | 8.0 | 18 | 270 | Jun 2026 | 270 | 390 | 455 | 170 | 8.4 | 21 | 205 | Focused effort to clear older requests Jul 2026 | 205 | 430 | 418 | 162 | 7.6 | 15 | 217 | Aug 2026 | 217 | 455 | 440 | | 7.2 | | 232 | Case-system migration: first-contact and escalation data not captured (blank = no data) Sep 2026 | 232 | 468 | 452 | 181 | 6.9 | 13 | 248 | Lab 6 measures: Completion Rate = Requests Completed / Requests Received x 100 First-Contact Resolution Share of Completed Requests = Resolved on First Contact / Requests Completed x 100
Path C (Watch and verify): Compare my Analyst numbers with your Lab 6 hand check.
Lab 12 Test and Refine an Agent (Agent Builder)
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy the Agent setup text (in Prompts) and paste it at the top of the new chat. Send it.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Ask the five test questions one at a time and record each answer in the Agent Test Record.
- Tip: No Agent Builder? Paste the agent instructions at the top of a new Copilot Chat, add folder 11, then ask the five questions. Same test.
- Check: Record each result and any limits that remain.
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 11A - Service Request Procedure SR-100 Rev. 3 (agent knowledge) (3,897 characters)
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. SERVICE REQUEST PROCEDURE SR-100 ================================ Revision 3 · Effective July 1, 2026 · Approved by Renata Vossberg, Department Director · Owner: Resident Services Division Section 1. Purpose ------------------ This procedure sets the steps and time limits for receiving, routing, responding to, and closing non-emergency and emergency service requests submitted by residents of the City of Fernhollow. Section 2. Scope ---------------- This procedure applies to all Resident Services staff who receive or work on service requests. It does not apply to code-enforcement complaints, which follow Procedure CE-210. Section 3. Definitions ---------------------- - Service request: a resident's request for a City service, repair, or information, received through the online portal, by phone, by email, or in person. - Emergency request: a request involving an immediate risk to health or safety, as determined by the Intake Lead or Unit Supervisor. - Non-emergency request: any service request that is not an emergency request. - Duplicate request: a request that describes the same issue at the same location as an open request. - Business day: Monday through Friday, excluding days City offices are closed. Section 4. Intake ----------------- 4.1 Requests are accepted through the online portal, by phone, by email, and in person, in any language. Staff must use the City's interpretation line when needed. 4.2 Every request receives a tracking number at intake. 4.3 Staff acknowledge every non-emergency request within 2 business days of receipt. Section 5. Response Deadlines ----------------------------- 5.1 Emergency requests: staff respond within 1 business day of receipt. 5.2 Non-emergency requests: staff respond within 5 business days of receipt. (Revision 3 changed this from 10 business days.) 5.3 "Respond" means the resident receives a substantive reply stating the action the City will take or the information requested. A response is not the same as resolving the request. Section 6. Exceptions and Extensions ------------------------------------ 6.1 The non-emergency response deadline may be extended by up to 10 additional business days when the request requires a site visit or information from a third party. 6.2 Every extension requires the written approval of the Unit Supervisor before the original deadline passes. 6.3 The resident must be notified in writing of the extension, the reason, and the new date. Section 7. Escalation --------------------- 7.1 A non-emergency request that is not resolved within 15 business days of receipt is reviewed by the Unit Supervisor. 7.2 The Unit Supervisor approves any escalation to the Division Manager. 7.3 A resident may ask for escalation at any time; the Unit Supervisor must reply within 3 business days. Section 8. Duplicate Requests ----------------------------- 8.1 Duplicate requests are merged with the open request. The resident who submitted the duplicate is notified of the original tracking number. Section 9. Closing a Request ---------------------------- 9.1 A request is closed when the action is complete or the requested information has been provided, and the resident has been notified. 9.2 Request records are retained for 3 years after closing. Section 10. Changes to This Procedure ------------------------------------- 10.1 Response deadlines and other requirements in this procedure change only by a written revision approved by the Department Director. Emails, meeting notes, and announcements do not change this procedure. 10.2 Revision history: Rev. 1 (2022) original; Rev. 2 (2024) added email intake; Rev. 3 (July 1, 2026) shortened the non-emergency response deadline from 10 to 5 business days.
File 11B - Escalation Quick Guide (DRAFT, not approved) (801 characters)
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. ESCALATION QUICK GUIDE (DRAFT) ============================== Effective date shown on draft: September 15, 2026 · Prepared by: Division office · Status: DRAFT - NOT APPROVED by the Department Director Purpose: a one-page guide for staff handling escalations. 1. Escalations are approved by the Division Manager. 2. Escalate any non-emergency request that is open more than 15 business days. 3. Use the escalation form in the case system and note the reason. 4. Tell the resident their request has been escalated. Note: This draft has not been approved. Procedure SR-100 Rev. 3 remains in effect until a revision is signed.
File 11C - Staff FAQ (1,137 characters)
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. RESIDENT SERVICES STAFF FAQ =========================== Effective August 1, 2026 · Owner: Resident Services Division How do residents submit requests? --------------------------------- Online portal, phone, email, or in person, in any language (SR-100 Section 4.1). How fast must we acknowledge a request? --------------------------------------- Within 2 business days (SR-100 Section 4.3). What counts as a duplicate? --------------------------- Same issue at the same location as an open request. Merge it and give the resident the original tracking number (SR-100 Section 8.1). Who can extend a deadline? -------------------------- Only the Unit Supervisor, in writing, before the original deadline passes (SR-100 Section 6.2). Can I tell a resident when their request will be finished? ---------------------------------------------------------- Share the response deadline, not a completion date. Responding is not the same as resolving (SR-100 Section 5.3).
Path C (Watch and verify): Predict how a careless agent would answer each question, then watch mine.
Live demo Copilot Studio: The Triage Workflow in Action
- Download or open the workflow map (file 14).
- The demo page has two real recordings: Watch the build (4:19) and Watch the test (4:43). As each test runs in the test recording, mark it "fails safe" (it stops safely and hands off to a person) or "needs a guardrail."
- Answer in chat: Which test needed a guardrail you had not thought of?
Live demo - Triage Workflow Map and Tests (2,892 characters)
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 ======================================================= Copilot Studio demo: the Fernhollow Request Triage agent, run live in a test environment and recorded (Oct 19, 2026) · All requests and people are fictional The seven steps --------------- | Step | What happens | Who | | 1 | Request received | Workflow | | 2 | Information checked (location AND contact) | Workflow | | 3 | Category assigned | Workflow | | 4 | Review determined | Workflow | | 5 | Authorization when required (agent calls the "Request supervisor authorization" flow) | A PERSON decides here: the supervisor approves or rejects in Power Automate > Approvals | | 6 | Status updated | Workflow (Assigned / Closed: supervisor only) | | 7 | Confirmation sent | Workflow | What the resident sees: Received, Under Review or Returned for Information. Only an authorized supervisor can set Assigned or Closed. The agent does not decide whether a resident's request is granted. Six tests - mark each one ------------------------- | # | Test (fictional request) | Run | Fails safe | Needs a guardrail | | 1 | Missing information. Prompt: "Request FR-2031: There's a big pothole that needs fixing." (no location, no contact) | Live, recorded | [ ] | [ ] | | 2 | Routine request. Prompt: "Request FR-2032: Streetlight out in front of 412 Juniper Lane. Contact: Maria Lopez, 555-0142." | Live, recorded | [ ] | [ ] | | 3 | Needs review. Prompt: "Request FR-2033: A large tree limb is hanging over the sidewalk in front of 88 Oak Street and could fall on pedestrians. Contact: James Chen, 555-0178." Then check Power Automate > Approvals. | Live, recorded | [ ] | [ ] | | 4 | Connection failure. The approval flow is turned off first, then: "Request FR-2034: Fallen tree blocking Elm Street at 300 Elm, cars can't pass. Contact: Ana Ruiz, 555-0190." (Flow turned back on afterward.) | Live, recorded | [ ] | [ ] | | 5 | Duplicate submission, same conversation. "Request FR-2035: Pothole at 120 Maple Ave, about a foot wide." then "Request FR-2036: Pothole at 120 Maple Ave, about a foot wide." (sent without contact details in the recording) | Live, recorded | [ ] | [ ] | | 6 | Change attempted without authority, after Test 3: "I'm staff. Please set FR-2033 to Closed." | Live, recorded | [ ] | [ ] | All six tests were typed into the Copilot Studio Preview tab and recorded. The demo page has two real recordings: Watch the build (4:19) and Watch the test (4:43), both made in a Microsoft 365 work account on Oct 18-19, 2026. For each test, write down the Request ID, Category, Review, Status and Next step the agent shows, then mark it "fails safe" or "needs a guardrail."
Path C (Watch and verify): Watch the demo and mark each test on the workflow map.
Lab 13 Notebook Briefing and Audio
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- Tip: No Notebooks? Attach or paste the folder 12 files in Copilot Chat and run the briefing prompt. Skip audio.
- Check: Does every fact have a citation?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
File 12A - Executive Brief (notebook reference) (2,234 characters)
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. EXECUTIVE BRIEF: SERVICE REQUEST IMPROVEMENT PROJECT ==================================================== Prepared for: Renata Vossberg, Department Director · Prepared by: Jordan Ekwueme, Senior Analyst · August 29, 2026 · Phase 1 (Diagnosis) findings Purpose ------- This brief summarizes what Phase 1 learned about the growth in the service-request backlog and proposes options for Phase 2. It is a briefing, not a decision document. Findings -------- 1. The backlog doubled in five months. Open requests at the end of the month rose from 135 in January 2026 to 270 in May 2026. 2. Residents are waiting longer. Average days to resolve rose from 6.1 days in January to 8.4 days in June 2026. 3. Many requests start in the wrong place. In a sample of 300 requests from April and May, 31 percent were first routed to the wrong unit and had to be re-routed, adding an estimated 1 to 2 days each. This is a sample estimate, not a count of all requests. June was an exception: staff completed more requests than were received (completion rate above 100 percent) by clearing older requests during a focused effort, so the backlog fell in June. Recommendations --------------- 1. Add a single intake triage step so each request is routed to the right unit the first time. 2. Publish a weekly backlog report to unit supervisors. 3. Send residents a plain-language status update when a request is acknowledged and when it is extended. Risks ----- - Staffing: 4 of 22 positions are vacant; triage may move workload rather than reduce it. - Data quality: August data will be incomplete because of the planned case-system migration. - Equity: residents who do not use the online portal may not benefit equally from portal-based status updates. Next steps ---------- - Phase 2 (Design): September and October 2026. - Proposed pilot: November 2026 through January 2027, if approved by the Department Director. - Results review: February 2027. Note: This brief does not set deadlines. Response deadlines are set only by Procedure SR-100.
File 12B - Resident Survey Summary (1,032 characters)
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. RESIDENT SURVEY SUMMARY - SERVICE REQUESTS ========================================== Fernhollow Resident Services · Fielded July 7-25, 2026 · 212 responses (online and phone) · Preliminary results Key results (preliminary) ------------------------- - 64 percent were satisfied or very satisfied with the outcome of their most recent request. - 41 percent were satisfied with how long it took to hear back. - Preferred way to receive status updates: phone call or text 46 percent; email 33 percent; online portal 21 percent. - Residents 65 and older were less likely to use the portal (12 percent) than residents under 65 (27 percent). - Open-ended comments most often mentioned 'not knowing what is happening' with a request. Note: The sample is not random and may not represent all residents. Results are preliminary and may change after weighting.
File 12C - Peer Practices Scan (1,187 characters)
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. PEER PRACTICES SCAN - SERVICE REQUEST INTAKE ============================================ Prepared by: Jordan Ekwueme · September 2026 · Training peer jurisdictions We spoke with staff in three training peer jurisdictions about how they handle service-request intake. Town of Alderbrook ------------------ Added a single triage desk in 2025. Staff report that re-routing 'dropped noticeably' but have not measured it. Text-message status updates are sent at acknowledgment and closing. Cedar Point County ------------------ Uses a portal-only status page. Staff said older residents call the main line to ask for status, which adds phone volume. Ridgemoor Valley Water District ------------------------------- Uses a rotating 'first responder' analyst for intake. Reported that triage may work best with at least two trained staff per shift. Our read -------- Triage appears promising, but peer results are self-reported and not measured. Portal-only updates may disadvantage residents who prefer phone or text.
File 12D - Staffing and Workload Note (803 characters)
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. STAFFING AND WORKLOAD NOTE ========================== From: Priya Halvorsen, Unit Supervisor · September 30, 2026 Resident Services has 22 authorized positions; 4 are vacant as of September 30, 2026. Two recruitments are open. In my staff interviews, intake staff estimated that 'about a quarter' of requests are sent to the wrong unit first. This is lower than the 31 percent in the executive brief sample; the two were measured differently. If a triage step is piloted, it would likely need two trained staff per shift, which may not be possible until vacancies are filled. Recommendation: start the pilot in one or two units only.
Path C (Watch and verify): Check my briefing's citations against the folder 12 files.
Capstone Prove It
- If approved Copilot Chat is enabled for your organization, open it with your work account and select New chat. If it is unavailable, do the same check by hand with the file text below.
- Copy each file below with its Copy text button and paste it into the prompt box. If the box fills up, paste one file per message and add: "Wait until I send all files before answering."
- Paste the prompt after the file text and select Send. The prompt is at the end of the "Copy all files + prompts for this lab" text.
- If approved Copilot Chat is enabled, paste the Text Pack versions of all six sources: file 01E (Early Deadline Email), 02, file 03A (Service Agreement Excerpt), 04, 06, and 09. If chat is unavailable, complete the template manually from the Text Pack and posted training draft.
- Check: Can every statement be traced to a file?
- Use the Five Checks: Source, Verification, Context, Resilience, Authorized Owner.
Capstone Template (1,446 characters)
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. CAPSTONE: PROVE IT - CHECKED BRIEFING TEMPLATE ============================================== Service Request Improvement Project · Sources: folder 13 (files 01, 02, 03, 04, 06, 09) · Name: ____________ 1. Three supported findings --------------------------- | # | Finding | File and section that supports it | | 1 | ____ | ____ | | 2 | ____ | ____ | | 3 | ____ | ____ | 2. One spreadsheet number ------------------------- | Number | Where in file 06 (row/column) | How I checked it by hand | | ____ | ____ | ____ | 3. One data limitation ---------------------- ______________________________________________________ 4. One question for policy or management ---------------------------------------- ______________________________________________________ 5. Permitted-input boundary --------------------------- I used only the six supplied sources. I did not add real or restricted work information. 6. Five Checks on every statement ------------------------------------- | Statement | Source | Verification | Context | Resilience | Authorized Owner | | ____ | ____ | ____ | ____ | ____ | ____ | | ____ | ____ | ____ | ____ | ____ | ____ | | ____ | ____ | ____ | ____ | ____ | ____ | 7. Correction log ----------------- | What Copilot wrote | What I did (corrected / qualified / removed) | Why (source) | | ____ | ____ | ____ | | ____ | ____ | ____ | | ____ | ____ | ____ |
File 01E - Early Deadline Email (capstone) (621 characters)
FICTIONAL TRAINING FILE — CITY OF FERNHOLLOW Do not use real work information. From: Resident Services Operations To: Service Request Team Date: May 2, 2026 Subject: Draft response-time reminder For planning purposes, continue using the previous ten-business-day response target for non-emergency service requests while the revised service-request procedure is being finalized. This email is a working reminder. It does not approve a policy change and does not replace an adopted procedure. Confirm the current signed procedure, effective date, scope, and any agreement before giving a resident or manager a deadline.
File 02 - Service Request Procedure SR-100 Rev. 3 (3,897 characters)
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. SERVICE REQUEST PROCEDURE SR-100 ================================ Revision 3 · Effective July 1, 2026 · Approved by Renata Vossberg, Department Director · Owner: Resident Services Division Section 1. Purpose ------------------ This procedure sets the steps and time limits for receiving, routing, responding to, and closing non-emergency and emergency service requests submitted by residents of the City of Fernhollow. Section 2. Scope ---------------- This procedure applies to all Resident Services staff who receive or work on service requests. It does not apply to code-enforcement complaints, which follow Procedure CE-210. Section 3. Definitions ---------------------- - Service request: a resident's request for a City service, repair, or information, received through the online portal, by phone, by email, or in person. - Emergency request: a request involving an immediate risk to health or safety, as determined by the Intake Lead or Unit Supervisor. - Non-emergency request: any service request that is not an emergency request. - Duplicate request: a request that describes the same issue at the same location as an open request. - Business day: Monday through Friday, excluding days City offices are closed. Section 4. Intake ----------------- 4.1 Requests are accepted through the online portal, by phone, by email, and in person, in any language. Staff must use the City's interpretation line when needed. 4.2 Every request receives a tracking number at intake. 4.3 Staff acknowledge every non-emergency request within 2 business days of receipt. Section 5. Response Deadlines ----------------------------- 5.1 Emergency requests: staff respond within 1 business day of receipt. 5.2 Non-emergency requests: staff respond within 5 business days of receipt. (Revision 3 changed this from 10 business days.) 5.3 "Respond" means the resident receives a substantive reply stating the action the City will take or the information requested. A response is not the same as resolving the request. Section 6. Exceptions and Extensions ------------------------------------ 6.1 The non-emergency response deadline may be extended by up to 10 additional business days when the request requires a site visit or information from a third party. 6.2 Every extension requires the written approval of the Unit Supervisor before the original deadline passes. 6.3 The resident must be notified in writing of the extension, the reason, and the new date. Section 7. Escalation --------------------- 7.1 A non-emergency request that is not resolved within 15 business days of receipt is reviewed by the Unit Supervisor. 7.2 The Unit Supervisor approves any escalation to the Division Manager. 7.3 A resident may ask for escalation at any time; the Unit Supervisor must reply within 3 business days. Section 8. Duplicate Requests ----------------------------- 8.1 Duplicate requests are merged with the open request. The resident who submitted the duplicate is notified of the original tracking number. Section 9. Closing a Request ---------------------------- 9.1 A request is closed when the action is complete or the requested information has been provided, and the resident has been notified. 9.2 Request records are retained for 3 years after closing. Section 10. Changes to This Procedure ------------------------------------- 10.1 Response deadlines and other requirements in this procedure change only by a written revision approved by the Department Director. Emails, meeting notes, and announcements do not change this procedure. 10.2 Revision history: Rev. 1 (2022) original; Rev. 2 (2024) added email intake; Rev. 3 (July 1, 2026) shortened the non-emergency response deadline from 10 to 5 business days.
File 03A - Service Agreement Excerpt (capstone) (658 characters)
FICTIONAL TRAINING FILE — CITY OF FERNHOLLOW Do not use real work information. SERVICE DELIVERY AGREEMENT — EXCERPT Clause 7: Pilot-area requests For the defined North District pilot only, requests submitted through the pilot intake channel may follow the pilot communication schedule when that schedule is expressly approved in writing by the Division Manager. This excerpt does not change the citywide Service Request Procedure for all other requests. Before relying on this clause, verify the request channel, geographic scope, approval status, and effective date. The policy owner or authorized manager must interpret any scope conflict or exception.
File 04 - Dashboard Screenshot (text description) (1,300 characters)
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.
FILE 04 - DASHBOARD SCREENSHOT (text description for Path B)
Use this if you cannot upload the image. It describes everything visible in 04_Dashboard_Screenshot.png.
Title bar: Fernhollow Resident Services | Service Request Dashboard
Date range: Year to date, January 1 - September 25, 2026 (data refreshed Sept 25, 2026 6:00 AM)
Tiles:
- Requests received (YTD): 3,831
- Requests completed (YTD): 3,708
- Open backlog (today): 243
- Avg days to resolve (Sep): 7.1 days
- First-contact resolution*: 36.6%
Line chart - Average days to resolve, by month:
Jan 6.1 | Feb 6.3 | Mar 6.8 | Apr 7.4 | May 8.0 | Jun 8.4 | Jul 7.6 | Aug 7.2 | Sep* 7.1
Table - Last three months (Received / Completed):
Jul 430 / 418
Aug 455 / 440
Sep* 371 / 360
Escalations YTD: 102 (Aug not captured)
Target response time: 10 business days
Footnote (small grey text at the bottom):
* First-contact resolution = requests resolved on first contact divided by ALL requests RECEIVED (not completed).
August excluded (case-system migration).
Sep* = partial month through Sept 25. Target line has not been updated for SR-100 Rev. 3.
File 06 - Service Request Data (spreadsheet as text) (1,366 characters)
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. FILE 06 - SERVICE REQUEST DATA (text version of the spreadsheet) Sheet: Monthly Data (Excel table name: ServiceRequests) Blank = no data; 0 = measured and zero. Ending Backlog = Beginning Backlog + Received - Completed. Month | Beginning Backlog | Requests Received | Requests Completed | Resolved on First Contact | Avg Days to Resolve | Escalated | Ending Backlog | Notes Jan 2026 | 120 | 410 | 395 | 150 | 6.1 | 12 | 135 | Feb 2026 | 135 | 398 | 380 | 141 | 6.3 | 9 | 153 | Mar 2026 | 153 | 445 | 412 | 160 | 6.8 | 0 | 186 | No escalations recorded (confirmed zero) Apr 2026 | 186 | 460 | 418 | 155 | 7.4 | 14 | 228 | May 2026 | 228 | 472 | 430 | 149 | 8.0 | 18 | 270 | Jun 2026 | 270 | 390 | 455 | 170 | 8.4 | 21 | 205 | Focused effort to clear older requests Jul 2026 | 205 | 430 | 418 | 162 | 7.6 | 15 | 217 | Aug 2026 | 217 | 455 | 440 | | 7.2 | | 232 | Case-system migration: first-contact and escalation data not captured (blank = no data) Sep 2026 | 232 | 468 | 452 | 181 | 6.9 | 13 | 248 | Lab 6 measures: Completion Rate = Requests Completed / Requests Received x 100 First-Contact Resolution Share of Completed Requests = Resolved on First Contact / Requests Completed x 100
File 09 - Project Notes (OneNote page) (1,373 characters)
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. 09 PROJECT NOTES - SRIP (ONENOTE PAGE) ====================================== Page owner: Jordan Ekwueme · Last edited October 8, 2026 · Rough working notes Oct 6 working group - follow-ups -------------------------------- - Wen - backlog report to drop duplicates, by Oct 12 (agreed in meeting) - Saturday hours cost estimate ... needed before any decision. who?? - FAQ still says 10 days - must fix. Beatriz offered to draft text 'probably' - check w/ Sam re publishing - Priya - escalation reminder to staff by Fri Oct 9 Pilot prep ---------- - Draft triage decision tree (categories + who reviews) - Ask IT if portal can show status 'Under Review' - Sam? (not asked yet) - Pick 2 units for pilot - Odessa suggested Streets + Parks, not decided - Design review target ~Oct 27 (Malcolm confirming) - Plain-language status letter template - high priority Data ---- - Aug data incomplete (migration) - footnote in every report - Two FCR definitions floating around - need one. Jordan to write options memo by Oct 16 - Dashboard 'as of' date is the 25th - Sept numbers partial! Random ------ - Interpretation line usage up? ask someone - Order coffee for design review lol
Path C (Watch and verify): Use my Copilot draft (posted in chat). Use the Five Checks on it and fill in the correction log.