An incident review shows Copilot started using an unapproved definition of “eligible refund” in Dynamics 365 Customer Service after a glossary…

Freezing glossary changes via a managed solution is the best immediate action. Managed solutions in the Power Platform enforce configurations and prevent direct edits in target environments like production. This action can be implemented centrally, stops further unapproved changes instantly, and doesn't require a full solution rollback or cause downtime for read-only Copilot functions. The existing solution layers and audit logs are preserved, fulfilling the requirement to maintain evidence for the incident review. This approach directly addresses the root cause (uncontrolled changes) without disruptive side effects.

A. Rollback solution to last approved glossary version in prod now: This is a redeployment, which the requirements explicitly forbid today, and it may not be achievable within 15 minutes.

B. Lower model temperature to reduce term drift: This adjusts the AI's creativity, not its knowledge source. It would not prevent the use of the incorrect, updated glossary term.

D. Copy glossary to new environment and repoint agents: This is a complex, high-risk action that cannot be completed in 15 minutes and doesn't solve the governance issue in the primary environment.

1. Microsoft Power Platform Documentation. (2023). Solution layers. Microsoft Learn. Retrieved from https://learn.microsoft.com/en-us/power-platform/alm/solution-layers. (This document explains how managed solutions create uneditable layers in a target environment, which supports the "freeze" concept).

2. Microsoft Power Platform Documentation. (2024). Managed properties. Microsoft Learn. Retrieved from https://learn.microsoft.com/en-us/power-apps/developer/data-platform/managed-properties. (This explains how components within a managed solution can be set to non-customizable, effectively "freezing" them).

3. Microsoft Power Platform Documentation. (2024). Use environment variables in solutions. Microsoft Learn. Retrieved from https://learn.microsoft.com/en-us/power-apps/maker/data-platform/use-environment-variables-in-solutions. (This shows how configurations can be managed and locked down post-deployment, which is a method to implement a "freeze").