IT scenario: IT helpdesk agent
Available with: Microsoft 365 Copilot 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
Leveraging the feedback collected, use Copilot in Word to update employee resources and knowledge bases.
Copilot in Word
Sample Prompt: Compare this support document with the feedback document and recommend any updates or changes needed to address the feedback collected in the support document.
6. Reporting
Use Copilot in Word to help draft a report on employee help topics to determine potential improvements.
Copilot in Word
Sample Prompt: Draft a report showing trends in employee help topics to help us understand where the most complaints are centered so we can improve these processes or offerings.
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.
