Solutions · Automation
I&D Service Management Platform
Designed a service-management prototype that explored how Power Automate, SharePoint and AI-assisted classification could bring structure to a shared team mailbox.
- Organisation
- University of Notre Dame Australia
- My role
- Solution architecture, workflow design and implementation
- Technology
- Power Automate · SharePoint · Microsoft 365 · AI · HTML email
The challenge
Requests arrived through a shared mailbox but lacked consistent classification, ownership and reporting. The familiar entry point worked for staff; the process behind it did not.
Existing environment
A shared Microsoft 365 mailbox, email-based conversations and team processes that needed to remain available while a structured service layer was introduced.
Requirements
- Keep email as the simple service entry point
- Create traceable cases with unique IDs and ownership
- Retain conversations and attachments
- Automate acknowledgements, updates and closure
- Support classification and useful reporting
Solution architecture
Design decisions
Email remained the entry point because it was already understood and required no new user training.
SharePoint provided an appropriate, governable case store within the existing Microsoft 365 environment.
Classification, case creation and communication were treated as distinct workflow responsibilities so each could be maintained safely.
Branded HTML email made automated messages clear without making them feel impersonal.
Experience design
The proposed user experience began and ended in email. Behind that familiar interaction, the prototype created a structured case with category, school or faculty, campus, assignee, attachments and a communication history.
Implementation
The prototype used Power Automate to monitor intake, apply AI-assisted classification, create a SharePoint case, generate an I&D case ID and coordinate assignment and lifecycle communications.
Outcome
The platform did not proceed into production. It demonstrated how a shared inbox could become a traceable service workflow with structured intake, ownership, communication and reporting data.
What I learned
This was my first foray into designing solutions with Power Automate. It taught me how to break a service into connected workflow responsibilities and showed me that a better service does not always require a new front door.