Connect the Fulfillment agent, enrich the skill, and test end-to-end

Now you wire it up. The orchestrator gets a connected agent with a delegation description that tells it when to hand off to Fulfillment. The product-troubleshooting skill picks up a new triage-outcome branch — agent-agnostic, so the skill stays reusable — and the orchestrator's instructions carry the actual delegation logic. Then you run one multi-agent Preview prompt end-to-end.

You will complete the following tasks:

Register the Fulfillment agent as a connected agent on the orchestrator.
Reinforce delegation in the orchestrator's instructions.
Enrich the product-troubleshooting skill with a replacement-shipment triage outcome.
Test the full multi-agent handoff in Preview.

This exercise should take approximately 25 minutes to complete.

Before you start

This exercise builds directly on the previous exercise in this lab. Complete Exercise 2 — Author a workflow and attach it to a specialist agent first. The Fulfillment agent should have instructions, the Products tool, and the shipment workflow attached.

[!NOTE] Task 4 uses Copilot Credits. A single Preview turn triggers the orchestrator, the connected specialist, and at least one workflow — expect a multi-model-call turn.

Task 1 — Register the Fulfillment agent as a connected agent

Register the Fulfillment agent as a connected agent on the orchestrator with a scoped delegation description. The delegation description is what the orchestrator reads at tool-selection time to decide whether to hand off to the specialist — so it needs to name the specialist's domain and explicitly exclude domains that belong to other tools.

Open the Customer Support Rep Assistant (orchestrator).
On the Build tab, in the components panel, select + next to Connected agents.
In the picker, select Fulfillment agent.

Provide a descriptive Description. This is what the orchestrator reads to decide when to delegate.

Use the Fulfillment agent when the rep needs a replacement shipment scheduled or needs to check SKU inventory or serial-prefix availability for a defective unit. Fulfillment owns warehouse operations and shipment scheduling. Do NOT use for return authorizations, refund approvals, or customer-facing communications — those stay with the orchestrator.

Select Connect below the Agent details field.

Task 2 — Reinforce delegation in the orchestrator instructions

The delegation description above is what the orchestrator reads at tool-selection time. A matching bullet in the orchestrator's own instructions makes the delegation habit explicit.

On the orchestrator's Build tab, in the Instructions area, find the Scope section. Add a bullet:

- When the rep needs a replacement shipment or a SKU inventory or serial-prefix check, delegate to the Fulfillment agent. Return authorization and refund approval stay with you — do those first, then delegate the shipment step.

Select Save on the top of the page.

Task 3 — Enrich the `product-troubleshooting` skill

The product-troubleshooting skill walks the rep through symptoms but doesn't tell them what to do once a defect is confirmed. You add a triage outcome that includes the replacement-shipment step — described agent-agnostically so the skill stays reusable even if you attach it to the Fulfillment specialist later.

On the orchestrator's Build tab, in the components panel, open Skills and select product-troubleshooting.

Edit the skill instructions. Replace the existing body with:

# Product troubleshooting

Walks the customer support rep through a short triage tree for common product problems (setup, connectivity, hardware, billing, account access) so the rep can narrow the customer's issue to a category and one concrete next step.

## When to activate

The rep says the customer is having a problem with a product and needs help identifying what's wrong.

## Behavior

1. Ask the rep for the product category (device, subscription, or accessory) if you don't already know it.
2. Ask one clarifying question at a time. Never ask more than one question in a turn.
3. Narrow the problem to one of: setup, connectivity, hardware, billing, or account access.

## Triage outcomes

- **Device does not power on (confirmed defect):**
  1. Confirm SKU via the Orders tool.
  2. Determine warranty status from the SKU record.
  3. If under warranty, initiate a return authorization.
  4. If under warranty and the customer wants a replacement, request a replacement shipment. Prefer a newer serial-prefix batch if the defect is batch-scoped.
  5. If out of warranty, provide self-service steps via the `faq-lookup` skill; no return.
- **Damaged in transit:**
  1. Confirm the shipment date via the Orders tool.
  2. Initiate a return authorization — damaged-in-transit returns don't require a warranty check first.
  3. If the customer wants a replacement, request a replacement shipment.
- **Wrong item received:**
  1. Confirm the ordered SKU vs. the received SKU with the rep.
  2. Initiate a return authorization; note in the return reason that it was a shipping mismatch.
  3. If the customer wants the correct item, request a replacement shipment for the ordered SKU.

## Boundaries

- Do not quote specific warranty periods, prices, or SLAs — reference the Orders or Products lookup instead.
- Do not resolve the ticket — this skill hands the rep to the next step, whatever it is.
- Do not respond to the customer directly.
- Defer pure policy questions (return windows, refund thresholds, return-shipping fees) to the `faq-lookup` skill.

Select Save below the skill body (appears as Instructions).

[!NOTE] The skill body describes triage outcomes without naming which agent or tool executes each step. That's deliberate — the orchestrator's instructions (Task 2) and the connected-agent delegation description (Task 1) decide who does what. The skill stays reusable if you later attach it to the Fulfillment specialist.

Task 4 — Test the end-to-end handoff in Preview

Run one multi-tool prompt that exercises the full multi-agent solution end-to-end. A single well-shaped prompt is enough to see the orchestrator handle the knowledge lookup and return authorization, delegate to the Fulfillment specialist for the shipment step, and summarize back to the rep.

[!NOTE] This task uses Copilot Credits. Expect one orchestrator call, one specialist call, and at least two workflow invocations.

On the orchestrator, select the Preview tab.

Enter the following prompt and select Send:

Priya on order 9876 is returning her BLD-100 blender — the motor keeps shutting off after a few minutes. She'd like a replacement. Authorize the return for a $340 refund, and get her a replacement shipped. Use <your-tenant-email> for both the customer email and the warehouse notification for testing.

Replace <your-tenant-email> with the email address of the tenant account you're using for the lab.

Expected:
- Orchestrator looks up order 9876 with the Orders tool.
- Orchestrator calls Create return authorization (workflow-as-tool on the orchestrator) — returns an authorization number.
- Orchestrator delegates to the Fulfillment agent for the replacement shipment.
- Fulfillment agent looks up the SKU with its Products tool (BLD-100 details, current serial prefix).
- Fulfillment agent calls Create shipment request — returns a shipment ID and ETA.
- Orchestrator summarizes back to the rep with the return authorization number and the shipment ID + ETA.
- You receive two emails at the tenant address: the return-authorization confirmation (sent to the customer) and the warehouse shipment-request notification.