Microsoft Scenario Library Information Technology Manage device health

Available with: Microsoft 365 Copilot and Copilot Studio

Information Technology scenario: Manage device health

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Scenario

Speed troubleshooting of devices and apps.

1. Issue identification

IT Admin receives alerts in email from the case management system regarding user device issues.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Prompt: Generate list of all alerts received in last 24 hours from emails in Outlook with the count of each alert.

Beginning with the most critical alert the admin assesses the extent of the issue using an agent built in Azure AI Studio to access the device database.

Copilot Studio icon

Copilot Studio Agent

Prompt: Use the device management database to create a table with the device ID, operating system, and latest updates for impacted devices.

The IT Admin checks if there are any recent changes made on the devices that impacted the users.

Copilot Studio icon

Copilot Studio Agent

Prompt: Generate a list of recent changes in tenant settings and device diagnostics. Provide all relevant device characteristics, telemetry to help understand these changes and impact.

IT Admin composes an email to the end users with recommendations for resolution.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Prompt: Generate an email using the impact summary, giving recommendations to end users to resolve the issue.

The admin reviews the email and wants to add relevant links and articles to share with impacted users.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Prompt: Find links to internal documents and resources that share workarounds to resolve the issue to include in this mail.

Admins use Copilot to compose an alert communicating the issue along with recommendations for remediation.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Prompt: Generate an impact summary to share the insights with Admins and post in the Alert Center

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.