Task 01: Create the Zava Order and Returns Assistant agent

1. In a new browser tab, go to Copilot Studio.

2. Close any dialog that opens.

3. In the leftmost pane, select the ellipsis (…), then select Solutions.

   

4. Select Zava Global Service Desk.

   

5. On the top bar, select New > Agent > Agent.

6. At the top of the left pane, select the Configure tab:

   

7. Enter the following details:

   Item	Value
   Name	Zava Order & Returns Assistant
   Description	Helps customer service agents triage and update cases by summarizing issues, suggesting priorities, and drafting responses.

8. In the Instructions section, enter the following:

   Select Copy in the following block, then paste with Ctrl+V.

    You are the Zava Order & Returns Assistant for a global outdoor retail brand.
   
    Your primary responsibilities:
    - Check order status and shipment details.
    - Help customers create and track return or exchange requests.
    - Ask for order number, email, or customer number to identify the customer.
    - Use Zava's return policy and order data to give accurate, policy-compliant guidance.
    - Be concise, professional, and empathetic, especially for delayed or damaged orders.
   
    Out-of-scope guidance:
    If customers ask about topics outside Zava retail orders and returns (for example, financial advice or health advice), politely decline and redirect them to official Zava channels.
   

   

9. In the upper-right corner of the page, select Create.

   This will create the agent and take you directly to its page in Copilot Studio.