Agent responsibility
Share current context
Prepare a concise case summary for participating specialists.
Connected case handoff
Customer operations / Customer service / Solution blueprint
Live service collaboration
Keep the service team aligned while a complex case is being resolved.
Business problem & expected outcomes
The challenge behind
live service collaboration.
Two specialists can work from different case states and send conflicting updates.
What this workflow is designed to deliver
Connected case handoff
Prepare a concise case summary for participating specialists.
How to measure the improvementConflicting updates; shared-state accuracy; unauthorized participation attempts.
Start with the right information.
Case ownership, authorized participant roles, and the current service status.
Interactive workflow diagram
From active service case
to a clear next step.
Prepare a concise case summary for participating specialists.
Customer operationsSelect a stage to explore
Context
Active service case
Case ownership, authorized participant roles, and the current service status.
Prepared outputConnected case handoff
Designed around the work
A focused agent. The right capabilities.
Give the agent the context and tools this process needs, with an explicit output and an accountable owner.
Connected tools & context
Bind only the operations this workflow needs. Keep credentials in ART and choose the permitted tools explicitly.
Secured channels
Authorized participantsShare updates and participation state with the authorized people handling the work.
Agent memory
Project & environment scopeRetain source references and review state only where this implementation requires persistence.
Agent Skills
Project & environment scopePackage the checklist, instructions, and expected output as a reusable skill.
The decision boundary
Channel access follows assigned roles; account changes stay behind the normal approval process.
ART product mapping
Components used.
Chosen for this case.
Agent Lab prepares the work described below. These are the capabilities that support this workflow.
Live Connect
Secured channels
Share updates and participation state with the authorized people handling the work.
Datalake
Agent memory
Carry useful context across interactions without reconstructing the entire conversation.
Agent Lab
Agent Skills
Package the checklist, instructions, and expected output as a reusable skill.
The implementation, step by step
From source context
to a reviewed result.
- 01
Active service case
Case ownership, authorized participant roles, and the current service status.
Agree the trigger or manual request, record identifiers, and the process owner. - 02
Share current context
Prepare a concise case summary for participating specialists.
Define instructions, permitted tools, and the expected output. Keep missing information explicit. - 03
Specialist collaboration
Channel access follows assigned roles; account changes stay behind the normal approval process.
Keep the pilot in preparation mode and use the team’s existing review process. - 04
Connected case handoff
Conflicting updates; shared-state accuracy; unauthorized participation attempts.
Compare outputs with reviewed examples and test incomplete, conflicting, and unauthorized inputs.
Before you build
What this implementation needs.
Secured channels
A connected workspace, channel membership roles, and the events each participant may receive.
Agent memory
A defined memory scope, permitted context, retention, and rules for updating or removing memory.
Agent Skills
A process checklist, example inputs, and a reviewer-approved output format.
Also prepare an ART project and environment, the model configuration appropriate to your agent, an accountable process owner, and approved sample data.
Authority stays with your team
Define the boundary
before enabling the action.
Channel access follows assigned roles; account changes stay behind the normal approval process.
Explore execution governanceConnect deliberately.
Map the source material and responsible owners first. Where the selected components require system access, configure scoped APIs or tools. A document-based pilot can start with approved material already available in the workspace.
Make each handoff inspectable.
Keep source references with the prepared output and review representative results before expanding scope. If the implementation includes executable actions, define their required facts and authority first. Apply retention to any stored records, files, or memory used by the case.
Build evidence from your own work
Start small.
Agree what good looks like.
What to measure for this case
Conflicting updates; shared-state accuracy; unauthorized participation attempts.
Establish a baseline
Choose a bounded sample of completed cases, record the current process, and agree review criteria with the process owner.
Run in review mode
Use approved sample data and read-only connections. Compare prepared outputs with reviewer expectations, including incomplete and conflicting inputs.
Expand with approval
Enable a limited set of actions only after the team accepts the results. Check approvals, failures, and handoffs before increasing scope.
Make it your workflow
Try this approach
in Agent Lab.
Start with active service case. Connect your approved tools, configure the review boundary, and adapt the output to your team's process.
Try Workflow in Agent Lab
Open your ART workspace to configure this use case.
Discuss the setup with usIndustry & department library
Find your next use case.
3 use cases in Customer operations
Customer operationsWorkflow design
- ContextRefund request
- Agent LabCheck order & policy
- Your teamAuthorized review
Prepared outputRefund recommendation
Solution blueprint
Customer refund reviews
Prepare a refund decision with the order history and policy in view.
Used in this case
Explore the implementation - Connectors & MCP
- Knowledge Base
- Execution governance
- Human approvals
Customer operationsWorkflow design
- ContextCase history
- Agent LabSummarize prior work
- Your teamSpecialist handoff
Prepared outputContext-rich case brief
Solution blueprint
Support case handoffs
Give the next specialist the context to continue the conversation.
Used in this case
Explore the implementation - Knowledge Base
- Agent memory
- Agent Skills
Customer operationsWorkflow design
- ContextService question
- Agent LabRetrieve relevant knowledge
- Your teamCheck source coverage
Prepared outputGrounded service answer
Solution blueprint
Service knowledge answers
Prepare grounded answers from approved support guidance.
Used in this case
Explore the implementation - Knowledge Base
- Agent Skills
Customer operations / Let’s explore the fit
Discuss your
industry use case.
Tell us where work slows down. We’ll discuss how ART could fit your process, your systems, and the decisions your team needs to own.
