The challenge
Support and finance needed to assemble case details, purchase records and refund policy from different systems. An approval alone did not establish that the customer had received a refund.
The intervention
Dataverse held request evidence and review state. Copilot Studio prepared a policy-grounded recommendation. Power Automate routed it for human approval, and the billing connection supplied transaction confirmation.
How the layers connect
Simplified architecture based on the published implementation.
- 01Dynamics 365 case
- 02Dataverse + billing evidence
- 03Copilot Studio recommendation
- 04Human approval
- 05Billing confirmation
What changed
- Representatives could follow eligibility, approval and payment confirmation in one process.
- Requests remained pending until the billing system returned a transaction reference. No quantified performance result was published.
Approved and completed are different business states. A reliable agent workflow respects that distinction and leaves payment execution with the billing system.
Source & context
Based on the official implementation post, distinct from its earlier concept post. Client identity and numerical outcomes were not disclosed.
Read the published source: 5th Bridge: delivered Refund Review Agent implementation