Question

A logistics company wants to automate its returns-processing workflow. When a customer submits a return form, the system must validate the return against policy, look up the order in Dynamics 365, and either auto-approve or route to a human. The business wants a deterministic, well-defined sequence of steps that runs the same way every time it is triggered, with clear connectors to each system. As the solutions architect, which approach best fits this requirement?

Accepted Answer

Build an agent flow that is triggered by the return submission and executes the defined validation, lookup, and routing steps in a fixed sequence

Answer

Deploy an autonomous agent that independently decides which actions to take each time a return arrives, without predefined steps

Answer

Create a prompt-and-response agent that answers customer questions about return policy in natural language

Answer

Use a Copilot Studio topic with generative orchestration to dynamically plan the steps at runtime