Create and configure a specialist agent

In this lab, you extend the Customer Support Rep Assistant — an agent for internal customer service representatives at a company that sells products to consumers — into a multi-agent solution by adding a Fulfillment agent as a connected specialist. Fulfillment owns warehouse operations — SKU inventory checks and replacement shipments — which is a legitimately different domain than customer support. The starting orchestrator has identity, instructions, skills, memory, safety, workflows, Dataverse tools, an MCP tool, and a connector-as-tool already configured. In this lab, you create the Fulfillment agent from scratch, configure it as a specialist, author a shipment-request workflow, and connect Fulfillment to the orchestrator with clear routing.

In this exercise, you create the Fulfillment agent and configure it as a real specialist by giving it a scoped persona in its instructions and grounding it in the Products catalog. In the exercises that follow, you'll extend the agent and connect it to the orchestrator agent.

You will complete the following tasks:

• Create the Fulfillment agent inside the Customer Support Rep Assistant solution.
• Write scoped instructions that keep the agent focused within its warehouse-operations role.
• Attach the Products Dataverse table as a tool with a description that guides retrieval.

This exercise should take approximately 20 minutes to complete.

Before you start

This exercise assumes you have the Customer Support Rep Assistant orchestrator in your preferred solution, plus the Products Dataverse table with its sample data. To reach this starting state, complete Lab 3. You imported the Products table definition and its sample data in Lab 2, Exercise 0 — Import the Dataverse tables and sample data.

Task 1 — Create the Fulfillment agent

Create the Fulfillment agent inside the Customer Support Rep Assistant solution. Keeping it in the same solution as the orchestrator matters because the connected-agent registration you'll perform in a later exercise requires both agents to live together.

1. Go to Microsoft Copilot Studio at https://copilotstudio.microsoft.com. From the ... menu next to your username, select Solutions and confirm your preferred solution is Customer Support Rep Assistant.

2. In the left navigation, select Agents, then select + New agent.

3. Give the agent these values:

   • Name: Fulfillment agent

Task 2 — Write scoped instructions

Provide the Fulfillment agent with clear instructions. Because this agent may be invoked in other ways beyond the Customer Support Rep agent, you'll use caller-agnostic instructions.

1. On the Build tab, in the Instructions area, paste:

   ## Role
   You are the fulfillment specialist for the warehouse operations team. You answer SKU-level inventory questions and schedule replacement shipments when asked to.
   
   ## Scope
   - Answer inventory and serial-prefix questions grounded in the Products catalog.
   - Schedule replacement shipments through the Create shipment request tool when the caller requests a replacement.
   - Always name the SKU, quantity, and expected shipment ETA in your reply.
   
   ## Boundaries
   - Do not authorize returns, approve refunds, or send customer-facing email — those are out of scope for this specialist.
   - Do not answer general product-spec questions unless they're tied to an inventory or shipment request.
   - Do not respond to end customers directly — return your structured answer to the caller (which may be another agent or an internal user).
   

2. Select Save at the top of the page.

Task 3 — Attach the Products table as a tool

Add a Dataverse tool for the Products table. This tool lets the Fulfillment agent look up which SKUs exist, their serial-prefix ranges, and inventory hints.

1. On the Build tab, in the components panel, select + next to Tools.

2. Select the Connectors tab, and then search for Dataverse.

3. Select the List rows from selected environment action.

4. Select + Add.

5. In the Tools list, select List rows from selected environment to open its settings.

6. On the Inputs tab, configure the following inputs:

   Input	Setting	Value
   Environment	Custom	The environment that contains the Products table
   Table name	Custom	The Products table

7. In Description for AI, enter a description that the specialist reads to decide when to use this tool:

   Product catalog — one row per SKU. Includes SKU, product name, specs, warranty length, and the current serial-prefix range shipping from the warehouse. Use this to look up SKU details when the rep names a product, and to identify a newer serial-prefix batch when asked to ship a replacement for a defective unit.
   

8. Select Done.

9. Select Save at the top of the page.

You've configured the Fulfillment agent's identity and grounding. It knows what it's for, what it isn't for, and where its facts live. In the next exercise, you give it the tool it needs to actually schedule a shipment.