06 · Online store: create a shipping and returns assistant

The business request

Barrio Demo receives the same questions daily: shipping cost, order preparation time, and how to request a return. You will build an assistant responding from a specific business policy.

The downloadable policy is fictitious. Its periods and conditions are exercise rules, not an explanation of consumers' legal rights.

The result will be tested inside Copilot Studio. This lab does not include public deployment or connection to real orders.

1. Create the agent and define its role

In Copilot Studio, check the environment and create the agent Barrio Demo Atencion. Use the agent experience with standard harness covered by the linked documentation.

Define its role using these instructions:

You help Barrio Demo customers with shipping and returns. Respond in Spanish and use the uploaded business policy. If a fact is missing, acknowledge that you do not have that information. Do not invent exact dates, discounts, stock levels, or order numbers. Do not claim to process, approve, or pay for a return. Do not reserve products or confirm sales. For stock, provide information only after a successful query to a connected tool; until that tool exists, explain that you cannot check it.

These instructions guide behavior. They do not replace response testing or permissions needed by any future tool.

2. Upload the policy as knowledge

Download politica-tienda.txt, read it and verify that it contains:

Open Knowledge → Add knowledge, upload the TXT and name it Politica Barrio Demo v1. Description: Fictitious shipping rules and return guidance; does not contain stock or orders.

Wait until the source is ready before testing. Uploaded documents are stored in Dataverse and may be available to agent users; use this sample file.

Review other sources and general knowledge usage. For this case, prevent external sites or general answers from adding conditions absent from the policy.

3. Create a guided returns conversation

Open Topics → Add topic → From blank. Name: Orientar devolucion.

With generative orchestration, describe when it should intervene: Guide someone wanting to return a product, without recording or approving the return. With classic orchestration, add phrases such as I want to return an item, How do I request a return, I need to return my purchase, Product return and What do I do to return it.

Add:

1. A message explaining the 30-calendar-day period and case conditions.
2. A multiple-choice question: Do you have proof of purchase and is the product unused?, with Yes, No and I do not know.
3. A condition on the answer.
4. For Yes, guide the user to submit the request through the store's contact form; do not confirm that it is already accepted.
5. For No or I do not know, explain that the store must review the situation and refer to the same channel.

The document does not provide a form URL. Do not invent an address or a button pretending to submit the request. A real project would need the verified channel.

Save the topic and test its path. You do not need to request real names, phone numbers, or references.

4. Test responses with specific amounts

Start a new conversation for each independent test:

Review the source used when references appear. If it answers 24 hours, invents a URL, or claims a return is approved, record the response and correct instructions, knowledge, or topic before retesting.

Deliverables and next step

Submit the saved agent, ready policy, and a table with each question, observed response, and outcome of all eight checks. Mark any unexecuted check as pending.

The case 07 will add a real query to the exercise inventory. The case 08 checks the complete solution with 24 situations.

Official documentation

• Upload files as a knowledge source — Microsoft Learn.
• Create and edit topics — Microsoft Learn.
• Test an agent — Microsoft Learn.