Microsoft Scenario Library Information Technology IT helpdesk agent

Available with: Copilot Chat and Copilot Studio

Information Technology scenario: IT helpdesk agent

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Scenario

Using Copilot to create an IT helpdesk agent

Use an agent to answer employee IT questions.

1. Create an agent

Create a custom agent by describing what you want it to do, including instructions, including triggers, knowledge to pull answers from including links and support documentation, and actions such as creating a helpdesk ticket.

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Copilot Studio Agent

Activity: Create an agent in Copilot Studios by describing what you want it to do, and adding resources and actions for it to take, and triggers for different flows.

Users can get answers to internal policy questions or information about how to access resources.

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Copilot Studio Agent

Sample Prompt: Where to I check what devices I am eligible for and when I can upgrade?

Allow users to check the status on helpdesk tickets they have raised.

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Copilot Studio Agent

Sample Prompt: Last week I requested access to the HR database. Can you tell me who still needs to approve the request?

Allow to transfer a conversion to a human agent if Copilot cannot solve.

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Copilot Studio Agent

Activity: When the agent cannot answer a question, it can open a chat with a person.

Ask Copilot to help revise current policies with language that is easier to understand.

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Microsoft 365 Copilot Chat1

Sample Prompt: Revise this text with simpler language for a non-technical audience.

Use Copilot to draft an announcement of clarifications to policies based on common queries.

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Microsoft 365 Copilot Chat1

Benefit: Quickly draft communications to keep employees up to date and avoid future questions.

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help improve budget variance

Keep your budgets on track by improving employee and process efficiency.
Create internal feedback loop to identify cost saving areas:
  • Draft employee surveys focused on the value of resources utilized and ideas for cost savings
  • Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

How Microsoft Copilot can help improve app usage rates

Create great onboarding experiences and collect and analyze feedback to improve user experiences
Create onboarding materials:
  • Use Copilot to draft training guides
  • Use Copilot to enhance employee handbooks
  • Generate news and announcements

How Microsoft Copilot can help improve the product adoption rate

Create great onboarding experiences and collect and analyze feedback to improve user experiences.
Create onboarding materials:
  • Use Copilot to draft training guides
  • Use Copilot to enhance employee handbooks
  • Generate news and announcements

How Microsoft Copilot can help improve NPS

Real-time AI assistance for faster issue resolution allows agents to focus on delivering high-quality service.
Incorporate feedback:
  • Rapidly analyze customer feedback
  • Quickly create recommendations
  • Swiftly update scripts and processes
  • Create communications to socialize the changes

How Microsoft Copilot can help reduce costs

Use the time savings gained from Copilot to bring activities in-house and reduce reliance on external resources.
Create internal feedback loop to identify cost saving areas:
  • Draft employee surveys focused value of resources utilized and ideas for cost savings
  • Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

How Microsoft Copilot can help optimize service outage response

Copilot helps you work to get your services back up and running and maximize user satisfaction.
Respond to user complaint or inquiry:
  • Respond quickly to inbound emails
  • Access customer records for improved support
  • Gets answer fast by searching internal sites and documents

How Microsoft Copilot can help reduce average support ticket resolution time

Microsoft Copilot enhances customer support by integrating AI assistance into self-service and service desk workflows.
Increase support communications and follow up efficiency:
  • Have Copilot assist with emails inbound and outbound emails
  • Draft email comms and announcements with Copilot
  • Generate meeting notes and follow up items

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.