IT scenario: IT helpdesk agent
Available with: Copilot Chat and Copilot Studio Scenario level:
KPIs impacted
NSAT
IT management costs
Value benefit
Cost savings
Employee experience
Using Copilot to create an IT helpdesk agent
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.
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.
2. Add internal policies
Add internal help policies for your agent to use when answering questions.
Copilot Studio Agent
Activity: Add a link to an internal troubleshooting document Trigger, and add a description “return answers about troubleshooting connection issues.”
3. Ticket Status
Allow users to check the status on helpdesk tickets they have raised.
Copilot Studio Agent
Activity: Add a trigger to connect with your helpdesk ticketing tool “return answers on current tickets for this user”. Make responses more personalized under Topics in Adaptive Card.
4. Connect to a human
Allow to transfer a conversion to a human agent if Copilot cannot solve.
Copilot Studio Agent
Activity: Add “transfer conversation” to a human agent in Topics.
5. Update support documentation
Ask Copilot to help revise current policies with language that is easier to understand.
Microsoft 365 Copilot Chat1
Sample Prompt: Revise this text with simpler language for a non-technical audience.
6. Update employees
Use Copilot to draft an announcement of clarifications to policies based on common queries.
Microsoft 365 Copilot Chat1
Benefit: Quickly draft communications to keep employees up to date and avoid future questions.
1Access Microsoft 365 Copilot Chat at m365copilot.com or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web".
2Access Microsoft 365 Copilot Chat at mm365copilot.com, the Microsoft 365 Copilot Chat mobile app or the Microsoft 365 Copilot Chat app in Microsoft Teams, and set toggle to “Work”.
3Copilot agents allow Microsoft 365 Copilot to access your organization-specific apps. In the past, this would have required an API call to get data from a system of record. 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.
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.
