Classifies incoming cases, drafts grounded answers, and routes high-risk issues to a human queue.
How it works
- Classify case
- Search knowledge
- Draft response
- Human review
- Update case
Demo submission for gallery design and discovery testing.
Back to galleryDownload ZIP
Agents + workflows
Customer Support Triage
Classifies incoming cases, drafts grounded answers, and routes high-risk issues to a human queue.
This community example is provided as-is and is not covered by Microsoft Support. The underlying Copilot Studio and Power Platform products retain their standard support. Importing can create or modify resources and use your connections and permissions. Support details
What’s in the solution
- 1 workflow
- 1 agent
Agents and their components
The MCP servers, tools, and skills each agent uses, and which agents hand off to others. Hover a component for its description.
AgentComponents
Support Triage Agent
Agent · Teams
No MCP servers, tools, or skills
Workflows and their components
Triggers, steps, connector services, and agent calls in each workflow.
WorkflowTriggerConnectorsAgents
Triage and route support cases
7 steps
This export doesn't include the trigger type or some connector identities.
When a support case is created
Not included in this export
Classify case
Agent call
Exploded solution manifest
The download rebuilds these submitted files at the ZIP root. Gallery metadata and the human-facing README are excluded.
- Solution
- Demo_customer_support_triage
- Publisher
- CAT Gallery Demos
- Version
- 1.0.0.0
- Files
- 5
bot: 2solution: 2workflow: 1
| Path | Type | Size |
|---|---|---|
| bots/customer_support_triage_agent/bot.xml | bot | 88 B |
| bots/customer_support_triage_agent/configuration.json | bot | 342 B |
| customizations.xml | solution | 222 B |
| solution.xml | solution | 517 B |
| Workflows/workflow.json | workflow | 3,836 B |