Question

You are designing a customer-support agent in Copilot Studio for a retail bank. Compliance requires that when customers ask about closing an account, the agent must follow an exact, auditable sequence of identity-verification and disclosure steps that cannot vary between conversations. For most other questions (product info, branch hours, general FAQs), the bank wants the agent to flexibly combine multiple knowledge sources and tools to answer naturally. Which design approach best satisfies both requirements?

Accepted Answer

Author an explicit authored topic with defined nodes for the account-closure flow, and enable generative orchestration to handle the broad set of general questions across knowledge sources and tools

Answer

Enable generative orchestration for the entire agent and rely on prompt instructions to enforce the account-closure sequence

Answer

Build every interaction, including general FAQs, as classic authored topics with trigger phrases to guarantee predictability

Answer

Disable topics entirely and configure only knowledge sources, letting the model decide when to verify identity