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Implementation Timeline

Microsoft-Only Approach (90 days total)

Phase 1A - Knowledge Base Setup (Days 1-20) (20 days)

  • Export and analyze historical ticket data
  • Configure SharePoint storage for vector embeddings
  • Set up Microsoft Copilot Studio environment
  • Develop initial RAG framework with SharePoint

Phase 1B - Workflow Development (Days 21-45) (25 days)

  • Implement Power Automate flows for ticket processing
  • Configure Microsoft Teams integration
  • Develop user interface components
  • Training and documentation

Phase 2A - API Integration (Days 46-65) (20 days)

  • FreshService API integration
  • Real-time ticket processing with Copilot
  • Enhanced RAG capabilities with SharePoint

Phase 2B - Optimization & Reporting (Days 66-90) (25 days)

  • Performance monitoring implementation
  • System optimization
  • Confidence score refinement
  • Reporting dashboard development

Hybrid Microsoft + N8N Approach (90 days total)

Phase 1A - Backend Infrastructure (Days 1-15) (15 days)

  • Set up Azure VPS environment (managed by Umbral)
  • Configure N8N instance for heavy lifting tasks
  • Establish secure database connections
  • Set up monitoring tools (invisible to end users)

Phase 1B - Microsoft Integration (Days 16-35) (20 days)

  • Connect N8N with Microsoft Teams for seamless user experience
  • Implement SharePoint integration for document storage
  • Configure Copilot as user-facing interface and router
  • Ensure all technical complexity is hidden from HG Fenton team

Phase 1C - Workflow Automation (Days 36-50) (15 days)

  • Build email processing workflows (managed by Umbral)
  • Implement existing systems integration
  • Develop user training for Microsoft interface only
  • Initial deployment with Microsoft-focused user experience

Phase 2 - Advanced Features (Days 51-90) (40 days)

  • Enhance FreshService integration (technical aspects handled by Umbral)
  • Implement real-time ticket processing via familiar Microsoft interface
  • Optimize backend performance (invisible to end users)
  • Develop reporting dashboards in Microsoft Power BI
  • Continuous improvement with minimal disruption to users

Key Advantages of Hybrid Approach

The hybrid approach leverages the best of both worlds: Microsoft's familiar user interface with N8N's powerful backend automation.

  • Familiar User Experience: HG Fenton team interacts exclusively with Microsoft Teams and Copilot
  • Technical Complexity Hidden: All N8N workflows and database operations are managed by Umbral
  • Microsoft Ecosystem Integration: Seamless connection with SharePoint, Teams, and other Microsoft tools
  • Enhanced Automation: N8N handles heavy lifting tasks behind the scenes without user involvement