Master AI Agents in Microsoft Copilot Studio: Complete IT Support Bot Tutorial

Let me show you every important step in creating AI agents in Microsoft Copilot Studio. To find Copilot Studio, you

navigate to CopilotStudio.microsoft.com. Then to create an AI agent, you click agent here in the left menu. Up in the

upper right corner, say create plank agent. This will start the agent setup in Copilot Studio. Today you and I will

create an agent that will help an IT department. This case is designed so I teach you everything and you can

actually build along. I would recommend that our IT support agent will be able to search in a knowledge base that will

be one drive and word. It can also use AI to perform actions both generative actions using AI but also rulebased

actions such as updating our IT service board. We will also cover how to publish our agent to external sources such as

teams and Microsoft 365 copilot. Let's get started. First of all, here in the details, our agent is right now named

agent. Let's go change that. So, I will click edit here. We will call this IT

support agent. Then we will give it a description. The IT

support agent provides self service IT support. And please do this

with me. You will learn so much faster by answering common questions and enabling users to

create it service requests when further

assistance is required.

So that's it. We can also give it an icon. This is for internal use, but it is nice when you build a lot of AI

agents in Copilot Studio that you can distinguish them from each other. So click change icon. Then you click change

icon down here. And if I go to my desktop, I have the lesson files ready. So these are the lessons files that I

prepared. And in there we have an icon. You can get the lessons files by clicking the link in the description

below. Fill in your email and you will have the lesson files right away. Then I can click open and I click save.

So right now this agent is getting saved. It now has a name, an icon, and a description. We can also test it. So, if

I go over to the right to the test your agent, if you don't see it, it might look like

this. You can always find the test up in the upper right corner by clicking test. Then we can test it. For example, try to

say my VPN stopped working after I changed my password.

What should I do? Of course, right now our agent doesn't know anything because we haven't gave it any [clears throat]

knowledge. So here it goes on the web. We can see it gives us a guide. It also got three references. If I click one of

them, I will come to this and I could try to click the other ones. This is probably not how we want our AI agent to

behave. Sometimes it's nice with web sources, but since we are in IT support today at least, we want to only have it

looked in the official sources. So, let's improve this and see that we can solve for this. First of all, we go back

to overview up here in the upper menu. Select your agents model. We'll click that. Here we have various models

including the new entropic models, the Claude Sonnet 4.5 and the Opus. First of all, don't go with the

experimental. Experimentals are early models for testing new capabilities but not ready for productions since they are

less stable. Preview, they are almost ready for production but may still change. Let's go with the DBT5 chat. And

again this will update the model. We also want to give our agent some knowledge. So first of all I scroll down

to knowledge. Right now the web search is enabled. That's what we saw here. I don't want that. So I will disable this.

I can give it my knowledge by saying add knowledge here. Here I can add knowledge from various sources. I can upload a

file public website sharepoint service now ashure SQL datav versse in advanced I even have further options such as

datab bricks conference and synesk I don't want to upload my file today and that is because I want to make sure that

if this document gets updated this agent will also have the updated answers. So I can go to my one drive. Let's first

inspect what knowledge will be. So we will go into the lesson files. Take the IT service desktop knowledge base.

So as you can see we have around 20 pages. We will need to feed that into the

Microsoft cloud. Right now it's on my desktop. My desktop is not synchronized with one drive. So what I do here is to

Ctrl C to copy it. This is the root of my one drive. Let's create a new folder here. New folder. Feel free to place

yours wherever you want. I will call this anensen or IT support knowledge. Something like this. Anenog is by the

way my company. So if I go in here and Ctrl +V paste the word document, it's now synchronized with one drive. I can

close this. Let's add the knowledge because if I go to one drive now, click browse items. Then I can go into my

files and then you will see the new folder here onenorg it support knowledge.

Here we have the word document. I can confirm selection up here. The description, this is not

for the agent, but for us, let's say something like primary knowledge source

for the IT support agent. If a cuse

trouble shooting and how to

guidance for every everyday IT issues and then we can say add to agent.

Now it will add this knowledge to the agent. First of all you will see that it loads here for a little while. Let's

fast forward. There you go. And then you see in the knowledge you will see that this is in

progress. We will have to wait until it says ready. So let's again fast a little bit forward.

That's it. Now it says ready. We can test it again. We will use the same prompt. So

let me just mark this. Say Ctrl C. Of course in the real world you could just type it again. Then we will start a new

test session. I will go down here. Now what I want to see is that it can answer based on the

knowledge. So if I do this you will see that it reviews its knowledge. If it's the first time then I need to say allow

and then it will answer. So here we can see that

here's what you need to do to fix your VPN after password change. That looks fine. We can also see that it

reference their document. If I go up to new session again and if I answer it asks something about how do I reset my

Salesforce password and then I click enter. Then this is not covered in the document

by the way. But then I will see that it still answers. Now it answers and I can see it up here. This response was

generated by using general knowledge from the large language model. I don't want that. This is when the model got

trained the GBT 5 that we chose. So we need to do two things. The first thing is to go up into settings in the upper

right corner. Then I can scroll a little bit down into knowledge. Here I can see use general knowledge. The foundational

knowledge that generative AI was trained on. I don't want that. Click save. However, it will still answer on the

general knowledge at least sometimes. So what we also want to do is to go over to overview. We can also give it

instructions. Instructions are rules to our AI agent on how to behave. If I click edit up here, first of all, let's

just say you are an internal IT service desk agent for an NORC. Let me have a few line breaks. Now I want to be

very explicit. So I say only provide answers about the IT

service desktop top knowledge base.

So I and then I say if you are asked about topics that are outside the IT service

desktop top knowledge base

politely remind the user that you are an

you are an IT service desktop knowledge

base assistant and only answer

questions about them. do not attempt to answer the question.

Let's delete this. So yes, very explicit. I can click save now and then we can test with the same prompt again.

So let's refresh the test window over here. And then I say how do I reset my Salesforce password?

Now it should answer that it do not know because that's what we told it. So let's see here

to reset you follow the general password guidance from our IT service desktop base. Here we can see that use the

company reset method if available. So here it just said that if the reset fails due to multiffactor authentication

issues that one is covered in the document then you can do this or you can contact the service desk for assistance.

So right now it doesn't give any guidance on how to reset the Salesforce passwords from the general knowledge.

One thing salt but we will get more explicit on the instructions. Don't worry.

So what I also want to do here is to introduce topics. Topics guides the agent through specific structured

scenarios. So that is when we in certain scenarios when we want the agent to behave as we want. Then we can create a

topic. You will find the topic up here in topics. We have custom topics and system topics. Try to click the system

topics. These are topics that make your agent work. You can disable them but you cannot delete them. I will not recommend

to disable them. So for example, click on the conversation start. This is a topic that is invoked each time a new

conversation start. As you can see over here at conversation start. Hello, I'm it support agent. How can I help? This

is exactly this message. And if I go click in here, I can see hello, I'm bot name. And the bot name is this IT

support agent up here. How can I help? Let's try to add you. And maybe also a an icon. So

that is the window icon and then a dot. And let's have a little bit of a geekies icon here. Like those. Let's give it

this. So then this save is grayed out. That's because you need to click away and then

you can save it. So a small thing, but you can change them. But please don't delete them or disable them. Let's go

test it here. Now you will see that we get an emoji over here and a U. So far so good. Let's go back to topics because

we also can talk about custom topics. These are topics that we can create ourself.

So first of all, we want a topic that grabs the last message from the user immediately. So once the user provides a

problem, we want to grab that. That's because we want to save it into a variable. So we can we may use it for a

support ticket later in this AI agent flow. So what I do here is to go up to add a

topic and I choose add from blank. Then let's talk about what this does. This this needs to capture the topic of

the user. So here we can call it something. Right now it's capture [groaning]

the issue maybe. So that's what it does. And then I can invoke it here. So here this trigger if I click

this up here we can see the trigger the agent chooses that is fine but I can also choose to invoke this topic on

other occasions. I just choose this then we can give it a description. So here we can say something like

capture the users initial problem description and stores it for later use

in support workflows something like that we can also we can also add the next step

we do that by clicking the plus here and I choose set a variable. So in variable management I take set variable.

So here we will create a new variable. You do this by clicking here say create new. Variables are containers for values

that we can use to pass these values to actions but also between these topics. So what I do here is to click the var

one. Let's give it a better name than v v one. So here I say user issue text. So where should this user issue text um

be used? Right now it can only be used here in this topic. Let's set this to global. So it can be used in other

topics. That's exactly what we want. What value do we want it to have? Click the X here. Go to system. What you do

here is to search for activity text. This one here takes the last message from the user and then it will get saved

into this global variable. So that's all this does. The intuition here is that we want to update our instructions in a

little while and say after the user has provided a problem first run this topic. Then if it's not covered in the

knowledge then we want this agent to be able to create an IT support ticket one step at a time. So I will click save

here. Then we also want to create another topic. Then we can gather both. So right now this saves. Let's go

back to topics and add a new topic from blank. We could also add it with co-pilot, but I find this a little bit

easier. Up in the left corner, let's give it a name. Create it to port

request like this. Then here, what does it do? Handles relations

and uh creation. Let me fix this. That's my broken English.

here and the creation of it support request when

knowledge is insufficient something like this

what I do here again is to uh let the agent choose that's perfectly fine so this topic here. This will get invoked

if the user wants to create a ticket. We could create it very advanced. However, let's just ask a question. So, if I

click the plus here, I will say ask a question. What should we ask? Probably something like would you like me to

create an IT support request for you? This will be a multiplechoice.

I can just go down here say new option. Yes like this. Click enter and then we can also see afterwards it creates a

condition. So if the user chooses yes here it will go down here and perform this condition. Similarly if I say new

say no hit enter. Now we have two options going forward here. Again, this is called v1 and it's a

choice variable. That's fine. But let's just say create ticket confirmation something like this. Now we

see that this changes and down here. By the way, this is the Pascal case notation. I recommend that you always

name your variables the same way. So what we want to do here, let's just send a message here. So if I go down

here, we will not create their IT support ticket for now. So this will just be the

last step. We can see it functions. Let's say something like your IT support

rest has been created. the service desk will follow up shortly. Something like this.

Can also go over here and we can send a message or here I can say all right that is if the user chooses not to have an IT

support ticket created. Let me know if you need anything else something like this. You

can see that all these actions this is named question and we have a [snorts] condition here. So best practice is to

rename all of them. However, since this is a learning situation, I'll just say ticket

confirmation, I will just do it in the yes branch here. Please do so. I recommend that you still keep the

original name. Then it will get much easier to see what's going on. So, condition and message. I say ticket

created like this. That's it. And then I can hit save up here. So, now we have two topics. We want to be able to

combine these two with instructions and I also want to be able to end here that's saying that we can create an IT

support request because then we will add a step here that will be a flow where we can actually do our agent AI agent can

perform actions. So let's talk a little bit about what will go in here. If I go back to the lesson files in this

instructions here, here I have the the instructions that we're going to use. And let's talk a little bit about what

we're going to do. I think this but here we have the same actions up here. Then we have steps. We have six

steps. Perform the steps one by one. Only continue to the next steps once the current step is finished.

So when a user describes a problem, error or issue, start the insert the insert the capture issue. So that's what

the first thing we created to store the user's initial description. Then it should go to step two. Determine whether

the issue can be answered using internal knowledge. If yes, then it should go to step three otherwise go to step four.

So if it can be answered then it should say answer using using only information explicitly found in the internal

knowledge sources. Do not use general knowledge and then continue to step six. However, if it couldn't be found, ask

the user to confirm whether an IT support request should be created. Then it should go to step five. only after

explicit user confirmation start the that's the IT support request topic and submit the ticket using the captured

issue description then it should go to step six ask the user if there's anything else they need help with we

take these instructions and say controll C and let's close it let's go back here so then you go to overview

now down here in instructions Click edit. Ctrl +V. We have a large one now. So here we need to

insert a topic. So I delete the placeholder. And up here I say add. And here we

capture the issue. Send. And now you can see that it gets inserted here. And similarly down here. These were just

placeholders in my text. We create the IT support request. Then you hit save and the instructions will be saved. Now

they are rather long. I will say in my AI agents they're probably even longer than this. Let's go test it

and then I can give it the same pump. I do I reset my

Salesforce password. Then you will see that it will follow the steps over here to the left. We can

also see that first it says capture the issue and that's what we told it. Then it will search the sources and down here

in the window we can see that it the internal knowledge base does not provide Salesforce specific instructions. Would

you like me to create an IT support request to help you reset your Salesforce password?

And I can say yes here. Then we have this second option. This was the message that we created. So now you can see that

now it creates the IT support request. This is the topic. Would you like me to create an IT support request for you?

Your IT support request has been created. The service desk will follow up shortly. Yes, we haven't create created

anything now. But now our flow works. Our AI agent can take these instructions.

Now we want our co-pilot studio agent to perform actions. We can do that under tools.

So let's go up to tools up here and say add a tool. Here we have a lot of tools. We have custom connectors such as

Outlook, Microsoft Teams. We also have prompts, flows, rest APIs and MCPS. We will click new tool sorry and here we

have various other options such as the new computer use that is your AI agent can perform actions independently.

We will go with an agent flow. This is much like Microsoft Power Automate if you try that a workflow engine. Here we

take we uh defined all these actions. First of all, what should this do? If the user wants to create a ticket, it

should create a ticket in our system. Let me show you how I want to do that. I will use Microsoft Planner. have that

free in your Microsoft 365 subscription. So just go to planer.cloud.microsoft. We also want to create a new team. So we

just create it in a demo plan. So if I go down here and I go to Microsoft teams,

click the chat and in the teams and channels here I can go to your teams and channels and up here I will create a new

team. I will delete this. After we will call this issue reporting demo

and we will have a channel called support issues. Then we will click create. We

will use this issue reporting demo here in planner. I can also do this and then we will just

have a blank team. So if I go back here then we will create a new issue board that our agent can interact with. And

this is very cool. I can go in the lower left corner in the upper right to find a new plan.

Let's go do that. We will just have a basic plan. What should this be called? IT

support issue tracking. The reason why we created a team was that it gave us a few

it will give us a few more possibilities. We can add it to a group. And if you scroll all the way down, you

will see the issue reporting demo. Then we can create it. Now we have this bucket list. If you're not familiar with

planner, these are just buckets. Right now we have one buckets called to-do. Click in here and say

new issues. And we have a new one. We'll call this in progress. So this is

our very simple IT support bucket. The intuition here is that new issues from the users comes into this new issue

bucket and then they can move it to in progress or close. Now we can go back to our tools. First of all, this is a tool

that our topic will call. We can add an input by clicking here and say add an input. What comes into this flow? Let's

call this one an issue description like this. Then we can click plus here. We can define the next

action. What you want to do here is to find a create a task. I'll go with this create a task here in

the planner. If this is your first time, it might ask you to log in. So then we have a group

ID. If this is your first time, you need to yeah log in again. But then you should

see it here. And we have a plan. We have this IT support issue tracking.

Then we could give it a title. This is the task title that you will see over in planner in a little while. So let's just

call this IT support request. Yes, we could also have a dynamic name. Then click show all. Then

you can see all the parameters that we can fill in. First of all, we have the bucket ID.

That one will be new issues. So this task will land in the new issues. You can also have a start date and an end a

due date. Sorry, the start date that will be today. But since Microsoft calculates everything in UTC, I need to

standardize it to my time zone. And again, if you're familiar with Power Automate, you will find this very easy.

If I go down here, I can create an expression by clicking this FX. Then we have the expression editor. So to find

the current time, I could use the UTC now. But I also want to convert it. So this just finds this. And let me just

actually delete everything and start forward. This is also important when you build in copilot studio these

expressions. So please try to do it with me. Convert time zone. You can see this

intellisense. You can select this and click enter. That will find it. Then I have a parenthesis. It says what do I

want to convert? Well, that will be the UTC. Now, now I can click enter once more.

Then we can have a comma. What's the source time zone in single quotation marks? say UTC comma then it will be the

destination that will be W Europe standard time like this. So this will be

the expression. What we do here is to click add. If it says it got a problem, it's not. Just

click once more and then you can see it's got inserted here. Then we also want to add a due date. Well, we will

actually use the same expression here. I can find it again by just clicking it. Say Ctrl C. Then we go down to due date.

Remember to click the FX here. Ctrl +V. But now we want to add three days to the UTZ. Now first before we

convert it I can do that by going in here and I can find the add days I will have a parentheses around the UTC

do now. So add days then I will have how many days do I want to add? I will add three days and then I will have a

parentheses end. So now this will say well find a UTZ now add three days and then convert it to

Western Europe standard time. Sometimes they disappear when you click add. I kid you not. So what I recommend is to mark

it say Ctrl C just to copy it. Say add and let's just confirm that we have as you can see we have the add days here.

That is the due date. Can also say who needs to be assigned. Right now there's only one person in the IT support. So

that will be me. You will fill in your new uh your email here. We cannot update the description directly. We need

another action for that. So what I want to do here is to have the plus and then you say update task details.

Here I click and then we have a task ID. So this task ID that will come and from up here. So then you say enter custom

value and then you can click the lightning. Click the see more because we cannot find the ID here I guess. And

then you need to look for this ID. Then we can have it we can have a description. This description was let me

scroll up. We got that here in the issue description variable. Scroll down again. Click in here and this is just another

AI tool called Grammarly but click the lightning. Scroll down and under when an agent calls the flow say issue

description. We have it here. Then what you need to do next is the upper right corner click save draft. Then you will

see you can come to overview. We will do that because right now it's called untitle.

Can change that either up here or in the overview just to show you that here we have it.

We can also change it here in edit. Let's call this tool create it support ticket

like this and then we will hit save. You can also have um analytics for this specific tool and a new function is this

how how much time we saved from this exact tool. We will just go back to the designer

again. We we can now see we can hit publish and the this test is also available now. So before we do anything

we could start to test it. We will just do it manually. This will just run the tool not the agent itself. Here you will

see that you need to sign in first time and then we need to manually give an issue description. Of course this is

what we want our agent to do. So here I can say my SAP doesn't work at all.

Please please help. Urgent.

What this does when we test it is also to see that this tool works. So here you can see that it's currently turned off.

What we want to do is to forgot to hit publish. then we can test it. I hope you like these live demos. You hear all my

thoughts and you also see small mistakes like this and how we solve them. If you like it, please give the video a thumbs

up. That will really help me a lot. Anyway, now we can test it. We just do it again.

My SAP doesn't work. Please help. Urgent. Something like this. And now I

can run the flow. Then you will see that when I click done here, I want to have my flow run successfully. Up here in a

little while, your flow ran successfully. Here we can see that the task got

performed. And if I go to my IT support, we have an IT support request here. If I click in here, we have assigned an

Jensen. We have it with a title. We have a start date and a due date 3 days later. And we also have this note. My

SAP doesn't work. Please help. Urgent. So far so good. Now I just want to be able to have this IT support requests. I

want it to uh be in the topic. So I want this tool to be able to be called from the topic. We have published it. So now

we can use it. We can go back to our agent up in the upper left corner. IT support agent. So when does this need to

go in? That will be here in the create it support request. So I go up to topics.

Create IT support request. We remember we have created two topics. Then I can scroll down. So if the user chooses to

create a topic then we want to create it. However, let's imagine that the user have created an enormous long

um request of the problem. Then we might want to summarize it or at least we want to do it here in our use case because

then we can use introduce another nice feature that is the prompt. So if I go here click plus

and then if I go to add a tool I can say new prompt. This will create an action in the AI builder.

I do this again. We can give it instructions and then it can perform it can use its reasoning capabilities.

So this is a separate tool. First of all, let's delete this custom prompt name. I

will say summarize issue the model. Let's go with a GBT 5 chat to improve it a bit.

Then I can say summarize the users issue in two clear sentences for an IT support ticket. We'll do like

this to enter click. Here's the users issue. Then we can add uh the

variable. So I say or I can create an input variable at least for this prompt. I can say add content. We want to have

text coming in. What should we call it? Let's call this one user

issue text. We created this variable, the global variable in our first topic. We can also give sample data. That is

because we can click test in a little while and then the model we can see how the model responds. Let me show you a

really long prompt that I created. So in the lesson files go to user issue text long.

Mark it. Ctrl C. Copy it back here in the sample data. This will be ignored at runtime. But now we have this sample

data. So we can test it. Meaning that when I click test here, we will see that we get two sentences over here. That's

exactly what we want. So we want it to be summarized into two sentences. If I'm happy with what I see, I can see I now

have an input variable that is this user issue text. Then I can click save. Um a prompt with that name already

exists. That's because I have a prompt in my library. So what I want to call it, we can just call it V2

and hit save. That one will work. In your in your case, you can just have a not with a V2. Then in the yes branch,

we have this prompt. So what I can see here is that I have the user issue text. Here I will use the it will take the

global variable. So what I do here is that I click this and here I can see the user issue text text it is a global

variable and not a topic variable. I just do like this then I can also see that it gets saved. So if I click here

it gets saves into the prediction output. Let's call this one create a new

variable called that one. It's a record variable. So let me click it and up here we will call this issue

summary. Now we can use this issue summary. We can feed that to our tool which were the

create it support ticket. So I click the plus here to find our tool. I'll say add a tool and then you

will see that the create IT support ticket is here. We can also search for it. We do this.

Then it needs a description. We almost have it up here. We just need to convert this to a text. So I go down here, click

the three dots, and then I find the issue

summary. Here you want to take it the text that will convert this into a string which is

exactly the variable type that this tool needs. Now we have everything we need. We can click save here.

Then we can test it. Very exciting. So we have we have only we have this one here. This IT support request. We don't

want this, but we need to add a new topic. So, we go back here. We saved it. I can click plus over here

and and go down here say CtrlV. Paste in this long message is sending.

So, here you can see thank you for sharing your details. Based on your description, this seems to be an SAP.

Unfortunately, I don't have any internal knowledge articles available. Would you like me to create an IT support request?

I can also see if I go up to the left that this is the capture the issue. So, now it actually follows the step that we

instructed it in. Would you like to create an IT support request? Yes, please.

And if this is your first time using the planner, we will click allow. And come on your IT support request has

been created. This explanation of tool call that is for debugging. It will not be when you publish this agent. It's

only here in the test window. So let's go inspect it over here. If you don't see the IT support request, that is just

because you need to refresh the page page. Now you have it. It's it will be the upper one. There you go. Now this

agent can actually create items. It can summarize the users's content. Here we have two sentences.

This is extremely nice. I can also if I do this can also go back and [snorts] let's have a new test session. So let's

say I'm not just to test it even further. I'm not receiving my multiffactor

code. How can I fix this? This will be uh here we can see capture the issue.

Now it will search in the internal knowledge base and here we have the steps. That's because that was provided

in the internal knowledge. I can also try to let me just take this text again to my clipboard. Maybe I had it

new test session. Let's try it again. And we also need to test that when I do this

and here it says that it cannot find it. Would you like me to create an IT

support request? I could say yes here because then we have the double confirmation. Would you like me to? And

if I say no here, I would like it. All right. Let me know if you need anything else. That was exactly what we specified

in the topic. So now we have checked for that. And let's just recap what we did here. Here we have captured the issue.

Let's takes the message. So we can use it in a prompt that will take this message here and distilled it. Then it

will search in the knowledge and here you can see it could not find it. Would you like me to create an IT support

request that is nice and let me go to topics because up here in the capture issue

this was just creating a variable with the last message but here in the create it support

then the user could choose yes or no. And here we have the messages. We even have the prompt here. And we also have

this action. All good. Now, now you probably want to publish this agent. So, we can use it in, for example, Teams or

Copilot 365. First, you need to click publish up in the upper right corner. Hit publish once

more and then wait a few seconds. That's it. Our agent has been published. The next thing you want to do is to go

to channels. Here we can see where we can publish it to and we have unlimited options. That is because we can publish

to teams, uh, shareepoint, WhatsApp, Facebook, Salesforce, but we can also use a web app or a native app. We can

build our own. What we will do today is to take the teams and the Microsoft 365 copilot. Then you go over here to the

right. We also want to make it available in the 365 copilot. So we'll have this check mark. We cannot edit any of these.

Don't worry, we can do that in a little while. Go in the lower right corner and say add channel.

Now before we make it available, we can customize it. So let's just turning on the teams. Here we

go. Now all of this becomes available. Here you can see another icon that is the external icon. So we want to add our

wrench here. First we go into the edit details. Right now it got this icon. That's because the icon that we provided

in the beginning was the internal icon. We will just have the same. So I click change icon. Go into the lesson files.

Go pick this. And we have added it. There will also sometimes be a background. It looks silly with a green

background. So, change the color to white. That's it. Close this. Here you can see it says build using Microsoft

Copilot Studio. Let's change that. I will just change it to internal IT service

desk assistant. The long description. Well, let's [snorts] have a more

helps employees resolve IT

issues using internal knowledge and create IT

support tickets when needed. I [snorts] can configure a lot of other things. Should the user be able to add

this agent to a team? Not that [clears throat] important. Now I click more. We can add websites to the agent

and other things. I think we should change our developer name. Change it to your name. I will change it to anen. And

then I will hit save because before these changes kicks in, I will close this sidebar. I need to publish it once

more. So if you don't see the changes, click publish here. That's probably because you haven't clicked publish. And

by the way, I created a complete Copilot Studio course. You will find it right here. The price is very low. It will

always be updated and it's much more comprehensive than here. There you get all the lessons. Anyway, then I can go

back to channels teams and Microsoft 365 copilot. Here you will see that we have our IT

support agent. Let's start in the teams. So if I click here and I say open, then we can add it to teams. We have the

developer name. Up here we have the short description and the long description. I click add. The first time

we start using it in various places, we need to confirm that it could have access to my personal partner or uh the

one drive. So here it will add. That's it. I can choose to open it. And now you will have a chat. Hello, I'm

your support agent. Ctrl +V. Let's just see that. Can do it once more. I've captured the details

based on this seems like. Would you like me to create an IT support ticket? Yes. And there we have the yes and no. Let's

just do it. uh with a yes then we will say that we will see that sorry that we need to allow the planner

once we have clicked there then this will answer your IT support got created then we will see that we now got a new

issue of course it's roughly the same as the previous but now it also works from teams we probably want to have it in our

organization built by your organization. Right now, it's only available for me. So, let's publish it to the

organization. Let me go back here to Copilot Studio. If I go to the preview here that you

came in here by clicking the teams and Microsoft 365 copilot availability options here, I can share it with my

teammates and shared users. Should probably do that, not share with the entire organization. But if I'm it and I

want to share it with everyone, I can also show to everyone in my organization.

In the lower right corner, I click to submit for admin approval. I can say yes here. And now it will send be sent to

the IT admin. Even though that this is me in this case, I will still need to improve it in the Microsoft 365 admin.

Yeah, I can wait for approval. I can open up a new browser tab and then I can go to m365.cloud.microsoft.

Sorry, that was copilot. Anyway, I can find it down here. I need to go into the admin. It was admin.cloud.microsoft.

Sorry. Then in

the agents here I can click all agents and if I go to requests you will see that the IT support agent

is pending review. If I click the three dots or I click in and I say publish then I can choose which users can

install the agent. All users or just specific users. So I can restrict it to groups. As you can see here, my ad

groups are here. Or I can say all users. Should some users have it pre-installed? Nah, not. And click save. Next. We will

not uh do anything here. We'll click publish. Now this will be published.

So we will fast forward a bit. That's it. We have published the support agent. Now go open a new browser Microsoft

365.cloud.microsoft. This is the copilot 365. You don't even have to have the license. This is we can

publish it to all users. If I go to all agents then I go down to build by your orc and here we have our IT support

agent. Now every user can find this agent. I can click it again. Same as before. I can say add and

in a little while you will see it over here. That's it. Three, two, one. Here we go. We can choose to pin it. If I

need to have it here and here we have our IT support agent. I can say hi,

hello, how can I help you today? Um you can say something like work day is failing to load my pay slip

then again it will proceed with the steps. I'll check I need to allow it to my one drive for now that's knowledge

and I will also allow it to plan. So here this will only be the first time I checked would you like me to create an

IT support request because it's not in the knowledge yes please [clears throat]

and then it will ask me again yes no yes please and then in

here it will ask me to connect to planner again this is only the first time

this is so impressive and it's so easy to build. You just need to get the right idea here in Copilot Studio. And if I go

back to my issue tracking board, then we will see the fourth coming in. If I refresh it here, if I click here, then

we have a new IT support request. Your next Microsoft Copilot Studio video is right here. Thanks for watching and see

you