IT scenario: Manage device health
Available with: Microsoft 365 Copilot and Copilot Studio Scenario level:
KPIs impacted
Ticket resolution time
Value benefit
Employee experience
Using Copilot to manage device health
1. Issue identification
IT Admin receives alerts in email from the case management system regarding user device issues.
Business Chat2
Prompt: Generate list of all alerts received in last 24 hours from emails in Outlook with the count of each alert.
2. Assess impact
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 Agent
Prompt: Use the device management database to create a table with the device ID, operating system, and latest updates for impacted devices.
3. Troubleshoot
The IT Admin checks if there are any recent changes made on the devices that impacted the users.
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.
4. Email communication
IT Admin composes an email to the end users with recommendations for resolution.
Business Chat2
Prompt: Generate an email using the impact summary, giving recommendations to end users to resolve the issue.
5. Recommendation
The admin reviews the email and wants to add relevant links and articles to share with impacted users.
Business Chat2
Prompt: Find links to internal documents and resources that share workarounds to resolve the issue to include in this mail.
6. Impact summary & create alert
Admins use Copilot to compose an alert communicating the issue along with recommendations for remediation.
Business Chat2
Prompt: Generate an impact summary to share the insights with Admins and post in the Alert Center
1Access Copilot at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.
2Access Business Chat at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.
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.
