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A monthly vulnerability scan flags six Catalyst 2960-X switches at a customer’s two branches as past Cisco’s last day of support. The MSP needs a replacement plan that the customer will fund, sourced gear that’s actually in stock, an install scheduled for an after-hours window, and a field tech booked with the new switches in their van. Give the agent responsibility for progressing the refresh request: assemble the customer’s asset and support evidence, coordinate approval and scheduling, track the engineer’s migration results, and prepare the completion report. The infrastructure steps below are the fulfilment playbook; connect them to an explicit support workflow with named owners and acceptance criteria.

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Systems involved

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Technical playbook

1

Pull the vuln scan finding into context

Copilot fetches the scan result via the connector. Six devices, two sites, current model, last day of support already past, recommended successor C9200L-24P-4G-E.
2

Read each device's current configuration

For each target device, Copilot SSHes in and captures show inventory, show interface status, current PoE budget, uplink configuration, VLAN list, and the AAA configuration. The replacement BOM has to match what’s actually installed, not what was ordered three years ago.
3

Generate the replacement BOM

Copilot drafts the BOM as a Markdown table: model, accessories, transceivers (matched to the existing fiber types), power cords, rack ears, smartnet term, and a per-site quantity. Reviewed and approved by the account engineer.
4

Request quotes from three distributors

Through the distributor connectors, request stock and price for the BOM. Two come back same-day. The third needs a manual follow-up email — Copilot drafts it through Gmail.
5

Build the customer proposal

The proposal artifact bundles the EOL evidence, the BOM, the three quotes, recommended distributor, lead time, install labor, and the proposed maintenance window. Sent through Gmail with a one-page Markdown summary at the top.
6

Customer approval and PO

Customer replies with approval and a PO. Copilot files the PO into the PSA opportunity, marks it Won, and creates the project with the install tasks pre-populated.
7

Place the order and track the shipment

The distributor connector places the order. The shipment tracking number lands in the PSA project. Copilot watches the FedEx connector and posts updates to the project as the gear moves.
8

Schedule the install

Once delivery is confirmed, Copilot opens a Google Calendar event for the maintenance window, books the field tech, attaches the install runbook, and sends the customer the maintenance notice email through Gmail with the contact tree.
9

Pre-stage the new switch configs

Before the window, Copilot generates each new switch’s config from the captured old-switch state, validates it against the customer’s standards, and stores it in the project for the field tech to push from the console port.

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Support outcome

  • The customer approves a documented replacement plan with scope, cost, and service impact.
  • Procurement, field work, and migration validation are tracked through to the same customer request.
  • The final handoff records the new assets, verified service, and any remaining follow-up.

Connectors and MCP

Distributor APIs, FedEx tracking, and Gmail are all connector calls.

Procedures

Save the install runbook so the next refresh project drops in cleanly.