Question

A retail company builds a customer support agent in Copilot Studio. The agent must let customers submit a product return, which requires creating a new record in a Dataverse 'Returns' table and calling an external logistics API to schedule a pickup. The team wants to package this multi-step backend logic as a reusable action the agent can invoke during a conversation. Which capability should they use?

Accepted Answer

Create an agent flow and add it as a tool the agent can call

Answer

Add a knowledge source that points to the Dataverse Returns table

Answer

Add trigger phrases to a topic so the conversation branches on return requests

Answer

Publish the agent to an additional channel such as SMS