Create a blank Copilot Studio agent
Step 1 of 30
Action
Create a blank Copilot Studio agentExpected resultA blank Copilot Studio agent is visible in the captured Draft workspace.
Manual mode · literal browser construction
Build Utility Billing and Assistance Agent manually.
No PAC CLI, YAML import, or plugin architect. Follow each action and its evidence boundary, compare only the reviewed references, and stop at Draft.
Synthetic disclosure: this is qualitative workflow evidence using packaged synthetic inputs. It is not a customer KPI or a live-system result.
Progress will remain available on this page, but it will not persist after you leave.
Found something inaccurate? Use Report an issue on that step. It opens a prefilled GitHub issue for review and does not submit automatically.
Build and verify
Name Utility Billing Manual
Step 2 of 30
Action
Name Utility Billing ManualUtility Billing Manual
Expected resultThe page header shows the recorded manual build name: Utility Billing Manual.
Enter the reviewed global instructions
Step 3 of 30
Action
Enter the reviewed global instructions# Utility Billing and Assistance Agent — Manual Global Instructions Use only the uploaded synthetic knowledge and operation skills. Treat every organization, person, identifier, date, measurement, status, score, cost, and recommendation as fictional pilot evidence. ## Boundaries - Never adjust a bill, determine final eligibility, enroll a resident, start a payment plan, schedule a repair, or change an account. Authorized utility staff and the customer approve every action. - Do not browse for replacement facts or invent missing records. - Keep public value statements qualitative; numbers belong only to the synthetic evidence. - If a requested identifier is absent, say so rather than substituting another record. - A model response is never evidence that an external action occurred. ## Routing - Use **billing inquiry** for Customer Service Representative questions like: “Explain ACCT-90003 balances without changing the account.” - Use **usage analysis** for Billing Specialist questions like: “Does ACCT-90003 show a possible leak and what draft adjustment evidence is needed?” - Use **payment plan** for Revenue Services Supervisor questions like: “Show ACCT-90003 payment-plan options, but do not set one up.” - Use **assistance programs** for Assistance Coordinator questions like: “What assistance programs could help the Maple Drive resident on a fixed income, and do they qualify?” - Use **income screen** for Eligibility Screener questions like: “Screen a two-person household earning 25000 with a 70-year-old applicant.” - The demo case is account RES-782MD at 782 Maple Drive: a 22,000-gallon bill from a 4-day smart-meter leak window; walk it through billing inquiry, usage analysis, leak adjustment, assistance programs, application packet, repair assistance and resolution summary. - Use **leak adjustment** for the Municipal Code 18.42 policy and credit amount (draft credit, not applied). - Use **application packet** to set up the payment plan and the LIWAP application with the documents needed (drafts only). - Use **repair assistance** for free leak repairs and a proposed (not booked) appointment. - Use **resolution summary** to send the complete package and update the account: return the draft package and account notes; nothing is sent or changed. ## Response contract 1. Lead with the specific synthetic record and operation result. 2. Explain the source evidence and material uncertainty. 3. Separate analysis or drafting from any future write action. 4. Name the authorized reviewer and approved production connection needed next. 5. End with the no-write boundary relevant to the operation. <!-- locked-preview-anchors:start --> ## Skill routing map Route from the user's natural-language intent to the correct skill below. Do not narrate internal retrieval, tool selection, restrictions, or implementation mechanics; present only the user-facing result. - `UTILITY_BILLING_ASSISTANCE-01` uses skill `utility-billing-assistance-billing-inquiry`. - `UTILITY_BILLING_ASSISTANCE-02` uses skill `utility-billing-assistance-usage-analysis`. - `UTILITY_BILLING_ASSISTANCE-03` uses skill `utility-billing-assistance-payment-plan`. - `UTILITY_BILLING_ASSISTANCE-04` uses skill `utility-billing-assistance-assistance-programs`. - `UTILITY_BILLING_ASSISTANCE-05` uses skill `utility-billing-assistance-leak-adjustment`. - `UTILITY_BILLING_ASSISTANCE-06` uses skill `utility-billing-assistance-application-packet`. - `UTILITY_BILLING_ASSISTANCE-07` uses skill `utility-billing-assistance-repair-assistance`. - `UTILITY_BILLING_ASSISTANCE-08` uses skill `utility-billing-assistance-resolution-summary`. - `UTILITY_BILLING_ASSISTANCE-09` uses skill `utility-billing-assistance-income-screen`. These skill names above are the ONLY valid skill identifiers. Never invent, guess, or reference any other skill name. If the correct skill or its knowledge cannot be loaded after one retry in the same turn, say so honestly and stop. Do not answer using values you already know from these instructions or from general knowledge -- a response with no real citation is not acceptable output. <!-- locked-preview-anchors:end -->
Expected resultThe reviewed manual/GLOBAL-INSTRUCTIONS.md policy is visible or saved without unrecorded edits.
Save the instruction policy
Step 4 of 30
Action
Save the instruction policyExpected resultThe reviewed manual/GLOBAL-INSTRUCTIONS.md policy is visible or saved without unrecorded edits.
Remove default web search
Step 5 of 30
Action
Remove default web searchExpected resultThe captured inventory no longer lists the default web-search capability.
Add knowledge: utility-billing-assistance-rules-and-controls.md
Step 6 of 30
Action
Add knowledge: utility-billing-assistance-rules-and-controls.mdExpected resultThe exact knowledge file linked for this step is attached under its complete filename. Wait for processing to finish before continuing. This step does not require the final inventory or prove the other uploads.
Add knowledge: utility-billing-assistance-synthetic-records.md
Step 7 of 30
Action
Add knowledge: utility-billing-assistance-synthetic-records.mdExpected resultThe exact knowledge file linked for this step is attached under its complete filename. Wait for processing to finish before continuing. This step does not require the final inventory or prove the other uploads.
Add skill: aibast_application-packet_06
Step 8 of 30
Action
Add skill: aibast_application-packet_06Expected resultThe linked SKILL.md appears with its frontmatter name and description. Open it and compare the complete instructions with the source file. This step does not require the final inventory or prove the other uploads.
Add skill: aibast_assistance-programs_04
Step 9 of 30
Action
Add skill: aibast_assistance-programs_04Expected resultThe linked SKILL.md appears with its frontmatter name and description. Open it and compare the complete instructions with the source file. This step does not require the final inventory or prove the other uploads.
Add skill: aibast_billing-inquiry_01
Step 10 of 30
Action
Add skill: aibast_billing-inquiry_01Expected resultThe linked SKILL.md appears with its frontmatter name and description. Open it and compare the complete instructions with the source file. This step does not require the final inventory or prove the other uploads.
Add skill: aibast_income-screen_09
Step 11 of 30
Action
Add skill: aibast_income-screen_09Expected resultThe linked SKILL.md appears with its frontmatter name and description. Open it and compare the complete instructions with the source file. This step does not require the final inventory or prove the other uploads.
Add skill: aibast_leak-adjustment_05
Step 12 of 30
Action
Add skill: aibast_leak-adjustment_05Expected resultThe linked SKILL.md appears with its frontmatter name and description. Open it and compare the complete instructions with the source file. This step does not require the final inventory or prove the other uploads.
Add skill: aibast_payment-plan_03
Step 13 of 30
Action
Add skill: aibast_payment-plan_03Expected resultThe linked SKILL.md appears with its frontmatter name and description. Open it and compare the complete instructions with the source file. This step does not require the final inventory or prove the other uploads.
Add skill: aibast_repair-assistance_07
Step 14 of 30
Action
Add skill: aibast_repair-assistance_07Expected resultThe linked SKILL.md appears with its frontmatter name and description. Open it and compare the complete instructions with the source file. This step does not require the final inventory or prove the other uploads.
Add skill: aibast_resolution-summary_08
Step 15 of 30
Action
Add skill: aibast_resolution-summary_08Expected resultThe linked SKILL.md appears with its frontmatter name and description. Open it and compare the complete instructions with the source file. This step does not require the final inventory or prove the other uploads.
Add skill: aibast_usage-analysis_02
Step 16 of 30
Action
Add skill: aibast_usage-analysis_02Expected resultThe linked SKILL.md appears with its frontmatter name and description. Open it and compare the complete instructions with the source file. This step does not require the final inventory or prove the other uploads.
Review model, skills, knowledge, and safety boundaries
Step 17 of 30
Action
Review model, skills, knowledge, and safety boundariesExpected resultThe screenshot visibly confirms Claude Opus 5, 9 rendered skills, and no tools. Knowledge is verified separately in the two knowledge-upload checkpoints.
Review the skill list (9 skills)
Step 18 of 30
Action
Review the skill list (9 skills)Expected resultThe screenshot visibly confirms Claude Opus 5, 9 rendered skills, and no tools. Knowledge is verified separately in the two knowledge-upload checkpoints.
Review the rest of the skill list
Step 19 of 30
Action
Review the rest of the skill listExpected resultThe screenshot visibly confirms Claude Opus 5, 9 rendered skills, and no tools. Knowledge is verified separately in the two knowledge-upload checkpoints.
Open a fresh Preview conversation
Step 20 of 30
Action
Open a fresh Preview conversationExpected resultA fresh Preview surface or its recorded qualitative result is visible; only the evidence file defines a pass.
Pass UTILITY_BILLING_ASSISTANCE-01: Customer Service Representative
Step 21 of 30
Action
Pass UTILITY_BILLING_ASSISTANCE-01: Customer Service RepresentativeExplain ACCT-90003 balances without changing the account.
Expected resultThe captured Preview evidence records UTILITY_BILLING_ASSISTANCE-01 with the recorded identifiers ACCT-90003, $489.20, No balance; do not infer results beyond it.
Before this case
Open Preview in a fresh conversation before running UTILITY_BILLING_ASSISTANCE-01. A previous response must not influence the evidence.
Pass UTILITY_BILLING_ASSISTANCE-02: Billing Specialist
Step 22 of 30
Action
Pass UTILITY_BILLING_ASSISTANCE-02: Billing SpecialistDoes ACCT-90003 show a possible leak and what draft adjustment evidence is needed?
Expected resultThe captured Preview evidence records UTILITY_BILLING_ASSISTANCE-02 with the recorded identifiers REVIEW POSSIBLE LEAK, Draft policy estimate, not a leak diagnosis; do not infer results beyond it.
Before this case
Open Preview in a fresh conversation before running UTILITY_BILLING_ASSISTANCE-02. A previous response must not influence the evidence.
Pass UTILITY_BILLING_ASSISTANCE-03: Revenue Services Supervisor
Step 23 of 30
Action
Pass UTILITY_BILLING_ASSISTANCE-03: Revenue Services SupervisorShow ACCT-90003 payment-plan options, but do not set one up.
Expected resultThe captured Preview evidence records UTILITY_BILLING_ASSISTANCE-03 with the recorded identifiers 12 months, No payment arrangement was created; do not infer results beyond it.
Before this case
Open Preview in a fresh conversation before running UTILITY_BILLING_ASSISTANCE-03. A previous response must not influence the evidence.
Pass UTILITY_BILLING_ASSISTANCE-04: Assistance Coordinator
Step 24 of 30
Action
Pass UTILITY_BILLING_ASSISTANCE-04: Assistance CoordinatorWhat assistance programs could help the Maple Drive resident on a fixed income, and do they qualify?
Expected resultThe captured Preview evidence records UTILITY_BILLING_ASSISTANCE-04 with the recorded identifiers POTENTIALLY ELIGIBLE, No eligibility determination, enrollment; do not infer results beyond it.
Before this case
Open Preview in a fresh conversation before running UTILITY_BILLING_ASSISTANCE-04. A previous response must not influence the evidence.
Pass UTILITY_BILLING_ASSISTANCE-05: Leak Adjustment Analyst
Step 25 of 30
Action
Pass UTILITY_BILLING_ASSISTANCE-05: Leak Adjustment AnalystDoes the Maple Drive household qualify for a leak credit, and how much would it be?
Expected resultThe captured Preview evidence records UTILITY_BILLING_ASSISTANCE-05 with the recorded identifiers Municipal Code 18.42, $97.80, No bill was adjusted; do not infer results beyond it.
Before this case
Open Preview in a fresh conversation before running UTILITY_BILLING_ASSISTANCE-05. A previous response must not influence the evidence.
Pass UTILITY_BILLING_ASSISTANCE-06: Enrollment Specialist
Step 26 of 30
Action
Pass UTILITY_BILLING_ASSISTANCE-06: Enrollment SpecialistGet the payment plan and the water-assistance application ready for the Maple Drive resident. What paperwork do they need?
Expected resultThe captured Preview evidence records UTILITY_BILLING_ASSISTANCE-06 with the recorded identifiers $14.45, Proof of income, 14-day response deadline; do not infer results beyond it.
Before this case
Open Preview in a fresh conversation before running UTILITY_BILLING_ASSISTANCE-06. A previous response must not influence the evidence.
Pass UTILITY_BILLING_ASSISTANCE-07: Water Conservation Coordinator
Step 27 of 30
Action
Pass UTILITY_BILLING_ASSISTANCE-07: Water Conservation CoordinatorCan we help the Maple Drive resident fix the leak at no cost?
Expected resultThe captured Preview evidence records UTILITY_BILLING_ASSISTANCE-07 with the recorded identifiers Water Conservation Assistance Program, Toilet flapper, not booked; do not infer results beyond it.
Before this case
Open Preview in a fresh conversation before running UTILITY_BILLING_ASSISTANCE-07. A previous response must not influence the evidence.
Pass UTILITY_BILLING_ASSISTANCE-08: Customer Resolution Manager
Step 28 of 30
Action
Pass UTILITY_BILLING_ASSISTANCE-08: Customer Resolution ManagerPull everything together for the Maple Drive resident so we can send it and close out the account notes.
Expected resultThe captured Preview evidence records UTILITY_BILLING_ASSISTANCE-08 with the recorded identifiers Complete Assistance Package (Draft), $447.80, nothing was sent; do not infer results beyond it.
Before this case
Open Preview in a fresh conversation before running UTILITY_BILLING_ASSISTANCE-08. A previous response must not influence the evidence.
Pass UTILITY_BILLING_ASSISTANCE-09: Eligibility Screener
Step 29 of 30
Action
Pass UTILITY_BILLING_ASSISTANCE-09: Eligibility ScreenerScreen a two-person household earning 25000 with a 70-year-old applicant.
Expected resultThe captured Preview evidence records UTILITY_BILLING_ASSISTANCE-09 with the recorded identifiers POTENTIALLY ELIGIBLE, No eligibility determination, enrollment; do not infer results beyond it.
Before this case
Open Preview in a fresh conversation before running UTILITY_BILLING_ASSISTANCE-09. A previous response must not influence the evidence.
Confirm Draft and stop before publish
Step 30 of 30
Action
Confirm Draft and stop before publishExpected resultThe agent remains Draft and no Publish action is taken.
Troubleshooting
A screenshot or browserfilm frame is missing
Do not invent, recreate, or substitute an image. Keep the step open until its actual evidence is captured and reviewed. Remove --allow-pending only after all workshop evidence gates are met.
A knowledge file is still processing
Wait for ingestion to finish before Preview. A partial answer is not evidence.
A skill upload fails
Use the linked raw SKILL.md. Fix the reviewed source deliberately; do not silently skip the action.
The model differs from Easy mode
Record the substitution and stop the parity claim until Easy and Manual use the same reviewed model.
The Preview answer misses an identifier
Mark the recorded case failed, inspect instructions and inventory, then replay the exact prompt in a fresh conversation.
Should I publish?
No. Keep the same owned manual agent in Draft. Do not choose Publish as part of this tutorial.