Agent overview guide

Learn how to quickly unlock the value of

Copilot through agents

Jan 2025 © Copyright Microsoft Corporation. All rights reserved.

 Low-code options for creating agents*
Copilot Studio agent builder SharePoint Copilot Studio
Target audience End user, IT End user, IT IT
Simple option to query organizational Simple option to query content from a specific SharePoint
Powerful option to retrieve knowledge and perform tasks using a
When to use? knowledge and general web content from site, folder, or from specific files within SharePoint or
variety of data sources with many deployment options.
within Copilot Chat. Teams chats.

• Anyone with access to Copilot Chat if the

• Anyone with access to SharePoint if the tenant has
tenant has enabled pay as you go for • Users with a Microsoft 365 Copilot license or Copilot Studio
Who can build? enabled pay as you go for SharePoint
Copilot Studio user license
• Users with a Microsoft 365 Copilot license
• Users with a Microsoft 365 Copilot license

• Search and retrieval

Agent complexity • Search and retrieval • Search and retrieval • Task based
• Autonomous
• Teams
• Copilot Chat (Microsoft 365 app and Teams) • SharePoint • Copilot Chat (M365 Copilot app, Teams, and Outlook)
Where users access?
• Copilot Studio • Teams Chat • Websites
• Apps
• SharePoint sites, folders, and files
• Microsoft Graph connectors
• General web content
What data is • SharePoint sites, folders, and files • 1400+ Power Platform Data Connectors
• Microsoft Graph connectors
supported? • Microsoft Graph data • Public websites
• SharePoint sites, folders, and files
• Dataverse tables
• API data
• Based on SharePoint data
• Allows for many data sources and can be deployed outside of
• Prebuilt for SharePoint sites or create your own
Microsoft 365
• Shared as file link based on existing user permissions
• Allows actions/task agents
• Shareable across a user's organization and security settings
• Some agent capabilities require Copilot Studio messages
What else do I need to • Capability of agents varies depending on • When file is shared to Teams chat, agent can be
regardless of Microsoft 365 Copilot licensing. For example:
know? billing model (free, consumption, or accessed within that chat
– Using generative orchestration or generative answers
Microsoft 365 Copilot license). • SharePoint agents require a Microsoft 365 Copilot
– Published outside of Microsoft 365
license or Copilot Studio consumption-based licenses.
– Used externally or by employees without a Microsoft 365
Copilot license
*Developers can learn additional options to create agents at
Agents in Copilot Chat

Examples of agent templates in Copilot Chat

See Appendix A for more details

The simplest way to get started with agents. Once enabled by an admin, users can @mention
the agent in Copilot Chat or open it directly by selecting it from the right-side pane.

Agent Name Description

Provides detailed feedback on writing. Helps change the tone of messages,
Writing Coach
translates text, and assists in writing tasks

Idea Coach Helps users brainstorm and organize ideas

Prompt Coach Assists users in creating effective well-structured prompts for Copilot

Provides personalized career development suggestions including role

Career Coach understanding, skill gap analysis, learning opportunities, and career transition
plans
Helps users understand complex topics by breaking them down into simple,
Learning Coach intermediate, and advanced summaries. Provides guided practice and learning
plans

Visual Creator Assists users with creating images and videos

Agents in Copilot Chat

Examples of agents that can be created in Copilot Chat

See Appendix B for more details

These agents can be easily built using the agent builder in Copilot Chat. Once shared, users
with access can add the agent by selecting Get Copilot Agents in Copilot Chat in the right-side
pane.
Agent Name Description
Assists new hires with onboarding processes, provides training, answers
Onboarding Bud
dy questions, and sets up meetings

Evaluates resumes against job descriptions, scores candidates based on

Resume Review
er qualifications

Automates review and analysis of legal documents, identifies key clauses and
Contract/Legal R
eview assesses compliance

Retrieves research materials from company databases, enhances productivity by

Research Assista
nt providing relevant information

Offers comprehensive policy lookup capabilities, answers inquiries about

Policy Search
company policies
Agents in Copilot Chat

Build agents in Copilot Chat | Summary Steps

For more information – Build agents with Copilot Studio agent builder

Step 1 Step 2 Step 3 Step 4

Access agents in Copilot Chat Define your agent’s purpose Add your organization’s data Define agent behavior
Open Copilot Chat and navigate to "Create a Using the lightweight Copilot Studio experience, Connect your agent to any necessary data Use the natural language interface to define how
Copilot agent” in the right pane. The right pane is Copilot will guide you through the creation sources. This could be your organization's your Copilot should assist its users and the tone
where you will find your latest chats and can process for building an agent. First, describe internal data, third-party business data, or other you would like it to use when responding
access the ability to add and create your own what you would like your agent to do and identify relevant information
agents a name for your new agent

Step 5 Step 6 Step 7 Step 8

Try your agent and add additional Publish your agent Share your agent Use your agent
customization When you have finished editing and reviewing Once created, you will be able to share your You can now @mention your agent or ask it
Select “Configure” to review and add extra your agent, select “Create” to complete the agent across your organization to unlock capacity questions directly in Copilot Chat, saving you
details to your agent. This can include agent at scale. You can also review the agent using the valuable time to focus on your most important
instructions for your agent, additional knowledge building process right pane in Copilot Chat tasks
sources, actions (coming soon)*, starter prompts,
and the icon
SharePoint agents

Examples of SharePoint agent use cases

See Appendix C for more details

Each SharePoint site includes an agent based on the site’s content, or, with a single click, users
can create and share a custom agent that accesses only the information they select.

Customer Servic Sales Finance Marketing HR Legal IT

e
Example • Service • Product catalog • Accounting • Brand • Employee • Regulatory Q&A • IT knowledge
agents knowledge base • Proposal policy Q&A guidelines onboarding • Contract base
• Service Q&A templates • Expenses Q&A • Audience • Policy Q&A templates • Service Q&A
personas
• Product
feedback
analysis

KPIs Lower average Increase sales Lower analysis Decrease time Reduce Improve contract Increase user
resolution time conversation rate cycle time to market onboarding time consistency and satisfaction score
(ART) review time
How Get precise Propose product Get cost savings Provide a go-to Streamline Access to Analyze customer
agents answers faster, models based on recommendations for product learning and contract feedback for
can based on specific specific criteria, by analyzing updates based on information expertise, similar trends and
assist deployment along with years of financial most current consumption with docs, and specific opportunities to
documents recommended reports product role specific criteria when inform product
alternate options documentation onboarding reviewing roadmap
agents documents
SharePoint agents

Build SharePoint agents| Summary Steps

For more information – Get started with SharePoint agents

Step 1 Step 2 Step 3 Step 4

Access agents in SharePoint Edit your new SharePoint agent Add more content sources Define agent behavior
Open a SharePoint library and click on "Create an Create a unique name for your new agent, add a Add other folders and files as sources for your Use the Behavior tab to define how your
agent” on the action bar. From the ‘Your new description, and a do a quick test of your agent! agent. This additional grounding content can help SharePoint agent should assist its users including
agent’ screen choose the Edit button. your agent to engage in informative a welcome message, starter prompts and any
conversations by accessing relevant information other instructions you want to give your agent for
responding to users

Step 5 Step 6 Step 7 Step 8

Test your agent Save and start using your agent Share your agent Add your agent to Teams
Try using your agent right in the Edit SharePoint Once you Save your agent and close the Edit Share your agent just like you’d share any other Just copy the link and past into a Teams channel
agent interface to see your agent in action. agent screen, your agent will appear in the document from SharePoint. Your agent will to
Adjust your instructions, starer prompts, and sidebar of your SharePoint site. You can also respect agent and data access permissions just share the agent with your collaborators
grounding sources as needed to tune your agent display your agent in like any item in a SharePoint library
full-screen mode using the short-cut menu from
the agent file
Copilot Studio

Examples of agent templates in Copilot Studio

Copilot Studio is a great way to build powerful, custom agents to improve business processes.
The pre-built agents in Copilot Studio are a great way to get started as they are preconfigured
to speed the process of building more complex agents. For more information on how to get
started with a pre-built agent see here.
Agent Name Description
The Store Operations Copilot agent improves the efficiency of retail frontline
Store Operations
workers by enabling easy access to store procedures and policies

The Sustainability Insights Copilot agent enables users to easily get insights and
Sustainability In
sights data about their company's sustainability goals and progress

Awards and Recognition is designed to streamline the process of nominating and

Awards and Rec
ognition recognizing your employees for their contributions and achievements

IT Helpdesk uses your organization's knowledge base to enhance operational

IT Helpdesk efficiency, improve employee satisfaction, and optimize resource utilization in
helpdesk scenarios
The Weather copilot is the go-to assistant for getting weather forecasts
Weather embedded in Teams or a website. Users can ask about the weather anywhere in
the world to get current conditions and future forecasts
Copilot Studio

Build agents with Copilot Studio | Summary Steps

For more information – Copilot Studio overview

Step 1 Step 2 Step 3 Step 4

Create your agent Connect your knowledge base Create actions Create rule-based topics
Lay the foundations of your agent. Begin by Before building out manual topics, give your Empower the agent to interact with other Control conversations by manually designing
defining the personality and capabilities of your agent a running start by leveraging ‘generative systems, data repositories, LoB services, and rule-based topics to ensure that your agent
agent, ensuring it aligns with your company’s answers’ to immediately equip your agent with workflows using plugins, prompts, GPTs, adheres to company policies and regulatory
ethos and customer engagement strategy knowledge from your existing resources. Connect connectors, and Power Automate flows requirements while providing precise, curated
resources like FAQs to generate dynamic, real- content for your scenario
time, informed responses

Step 5 Step 6 Step 7 Step 8

Test your agent Publish your agent Learn and improve Manage and secure
Enhance its functionality with Azure AI Studio and Deploy the agent across a variety of channels Continuous improvement is key to maintaining an As you continue to iterate and improve your
other conversational services with pro and modalities so your agent can be where your effective agent. Utilize built-in telemetry to gain agent, maintain compliance and security with
developers. These customizations allow you to customers insights into interactions, measure performance, streamlined management tools
create more sophisticated and responsive agents. or employees are. Channel options include and identify areas for enhancement. This data-
(Not required) custom websites, mobile apps, SMS, and more driven approach ensures that your agents evolve
with your business needs
Examples of Microsoft-built Graph connectors
See Appendix D for more details

Microsoft Graph connectors offer an intuitive way to bring content from external services into Microsoft
Graph, enabling
3rd party data systems to ground Microsoft 365 Copilot and agents in more of your enterprise
knowledge. You can review the full list of 100+ Graph connectors, built by Microsoft and our partner
ecosystem, in the Microsoft 365 Admin Center and Graph connectors gallery. You can also build your own
custom connector.
Graph connectors respect your organization's data access policies and must be enabled by your admin
before they can be used as Name Description
a data source for Microsoft 365 Copilot and agents.
Copilot can use information from knowledge-base articles in
Knowledge Base
responses
Catalog Copilot can use information from catalog items in responses
Tickets Copilot can use information from tickets in responses

Copilot can use information from Salesforce objects such as

Salesforce
Contacts, Opportunities, Leads, Cases, and Accounts in responses

Copilot can use information from Confluence spaces, pages, blogs,

Confluence
and comments in responses
Copilot can use information from detailed Jira task information and
Jira
summaries in responses
Copilot can use information from company-owned websites in
Websites
responses
Microsoft investments to accelerate your time to value

Find Partners to help with Microsoft 365 Copilot Extensibility at the

Microsoft 365 Copilot Partner Directory

Eligible customers can request technical and deployment assistance from Microsoft FastTrack.

Get started on your Copilot journey with expert-led services through Microsoft Unified.
Appendix A
Copilot Chat agent details
Learn more at
Microsoft Copilot Studio | Customize or Creat
e Copilots
Writing Coach

Business Challenge – Speed content creation

Business success depends on a rapid sharing of ideas. Written
communication is crucial as it ensures clear, precise, and permanent
records of information, facilitating effective decision-making and
accountability. It also enhances professionalism and helps in building
strong relationships with clients, partners, and employees by
conveying messages accurately and consistently

How Writing Coach can help

• Copilot Writing Coach can assist users by providing personalized
feedback on their writing, helping to improve clarity, grammar,
and overall effectiveness. It offers suggestions for enhancing tone,
style, and structure, making written communication more
impactful and professional

Areas of impact
• Saves time
• Improves quality of written communications
• Speeds decision-making
Idea Coach

Business Challenge – Improve creativity

Creativity fuels innovation, which is essential for businesses to grow and stay
competitive. By fostering a creative environment, companies can develop new
ideas, products, and services that meet changing market demands and customer
needs

How Idea Coach can help

• Copilot Idea Coach can assist teams with scenarios like product development,
marketing campaigns, process change, and team building

Areas of impact
• Improve creativity
• Generate more ideas for evaluation
• Improve marketing
• Improve product designs
Prompt Coach

Business Challenge – Improve prompting

Copilot works best when it gets very detailed prompts that are similar to the
instructions you would give to a person. But most people are not used to
interacting with a computer that way. Prompt coach can help speed the process
of interacting with LLMs

How Prompt Coach can help

• Prompt coach can help to improve the success rate of receiving valuable
responses from Copilot. It can also help users get more value from Copilot
suggesting use cases

Areas of impact
• Improve Copilot usage
• Speed time to value of Copilot
• Improve business processes
Career Coach

Business Challenge – Improve prompting

The purpose of the Copilot Career Coach is to provide personalized guidance and
support to individuals in their career development journey. By leveraging AI, the
Copilot Career Coach can help users reflect on their achievements, identify
challenges, and set actionable goals for growth and development

How Career Coach can help

• Self-Assessment: The Copilot Career Coach assists users in crafting
meaningful
self-assessments for performance reviews
• Goal Setting: It helps users set specific, actionable goals for their career
development
• Personalized Guidance: The Copilot Career Coach provides tailored advice and
recommendations based on the user's unique career path and aspirations
• Continuous Improvement: By encouraging regular reflection and goal setting,
the Copilot Career Coach promotes a growth mindset and continuous
improvement
Areas of impact
• Improve employee satisfaction
• Reduce turnover
Learning Coach

Business Challenge – Improve prompting

The purpose of the Copilot Learning Coach is to provide personalized guidance
and support to individuals in their learning and development journey. By
leveraging AI, the Copilot Learning Coach helps users enhance their skills, stay
updated with relevant knowledge, and achieve their learning goals

How Learning Coach can help

• Personalized Learning Paths: The Copilot Learning Coach offers tailored
learning paths based on the user's current skills, career goals, and interests.
This ensures that the learning experience is relevant and effective
• Skill Development: It helps users identify areas for improvement and provides
resources and recommendations to develop new skills
• Continuous Learning: The Copilot Learning Coach encourages a culture of
continuous learning by regularly suggesting new learning opportunities and
keeping users updated with the latest industry trends and best practices
• Goal Setting and Tracking: It assists users in setting specific learning goals
and tracking their progress

Areas of impact
• Improve employee satisfaction
• Reduce turnover
Visual Creator

Business Challenge – Speed content creation

The purpose of the Copilot Visual Creator is to help users generate high-quality
visual content quickly and easily using AI. This tool is designed to enhance
productivity and creativity by allowing users to create images, designs, and even
videos based on natural language descriptions

How Visual Creator can help

• Professional Visuals: Copilot Visual Creator enables users to generate
professional-looking visuals without needing advanced design skills. This can
be particularly useful
for creating images for documents, reports, presentations, and websites
• Efficiency: By using natural language to describe the desired visual content,
users can save time and effort. Copilot Visual Creator can generate multiple
images based on the description, allowing users to choose the one that best
fits their needs
• Accessibility: This tool makes it easier for users who may not have access to a
designer to create visually appealing content. It democratizes the creation of
Areas of impact
high-quality visuals, making it accessible to a wider range of users
• Improve creativity
• Speed content creation
• Reduce spend on marketing agencies
• Improve accessibility
Appendix B
Agent Builder agent
examples
Learn more at
Use the Copilot Studio agent builder to build C
opilot agents | Microsoft Learn
 Onboarding Buddy
An Onboarding Buddy Agent is dedicated to ensuring new hires have a seamless and welcoming start. It can greet new team members, assist
with technical issues, answer questions, provide essential company resources, and explain the company culture. Additionally, list mandatory
training courses and guide new hires through HR processes.

Example description/What would you like it to make: You're an Onboarding Buddy

Agent for our new hires. You know everything about the onboarding process from the
documents we've shared with you and are happy to help new team members get the
information they need. You can assist with recommending resources, explaining
company culture, listing mandatory training, and guiding them through their first few
weeks. Your goal is to ensure new employees feel welcomed and supported as they
integrate into the company
Naming confirmation: Onboarding Buddy
To be emphasized/avoided: Please be clear and concise and avoid long answers.
Where possible, refer primarily to the knowledge shared with you. If you don't know
the answer, please refer them to an HR manager
How to communicate: Friendly and professional
Move to configure
Starter prompts: Leave as is
Knowledge: Use an existing SharePoint site for onboarding or create a simple
SharePoint site called Onboarding Materials and upload the documents required
Example questions to ask:
• What mandatory training sessions do I need to complete in my first few weeks?
• How do I register for these training sessions?
• What resources are available to help get me started?
• Can you tell me more about the company culture and values?
• Who do I contact if I have technical issues?
• How do I submit my timesheet?
 Resume Reviewer
A Resume Reviewer Agent can be designed to streamline the recruitment process by evaluating resumes against job descriptions. This agent
can automatically analyze resumes stored in a SharePoint library, compare them with predefined job criteria, and score candidates based on
their qualifications. It can also answer queries about specific candidates, providing insights into their suitability for the role.

Example description/What would you like it to make: You're a Resume Reviewer Agent
designed to streamline the recruitment process by evaluating resumes against job
descriptions. You know everything about the recruitment process from the documents
we've shared with you and are happy to help recruiters get the information they need.
You can assist with tasks such as analyzing resumes stored in a SharePoint library,
comparing them with predefined job criteria, and scoring candidates based on their
qualifications. You can also answer queries about specific candidates, providing
insights into their suitability for the role. Your goal is to ensure recruiters can
efficiently identify the most suitable candidates for open positions
Naming confirmation: Resume Reviewer
To be emphasized/avoided: Resume Reviewer Please be clear and concise and avoid
long answers. Where possible, refer primarily to the knowledge shared with you. If you
don't know the answer, please refer them to the HR Team
How to communicate: Friendly and professional
Move to configure
Starter prompts: Leave as is
Knowledge: Use a SharePoint site with resumes and job descriptions
Example questions to ask:
• Can you analyze the resumes stored in the SharePoint library and provide a summary of the
top candidates?
• What score do you assign to the candidate James Kelly, and what factors influenced their
score based on the job description?
• What candidate do you recommend for this role based on their resume comparison to the
 Contract Review
The Contract Review Agent is designed to assist legal teams and contract managers by automating the review and analysis of legal
documents. This agent can quickly identify key clauses, ensure compliance with legal standards, assess potential risks, explain specific clauses,
and provide summaries of lengthy contracts, ensuring that nothing is overlooked.

Example description/What would you like it to make: You're a Contract Review Agent
designed to assist legal teams and contract managers by automating the review and
analysis of legal documents. You know everything about the contract review process
from the documents we've shared with you and are happy to help legal teams get the
information they need. You can assist with tasks such as quickly identifying key
clauses, ensuring compliance with legal standards, assessing potential risks,
explaining specific clauses, and providing summaries of lengthy contracts. Your goal is
to ensure that nothing is overlooked and that the contract review process is efficient
and thorough
Naming confirmation: Contract Review
To be emphasized/avoided: Please be clear and concise and avoid long answers.
Where possible, refer primarily to the knowledge shared with you. If you don't know
the answer, please refer users to the Legal Team
How to communicate: Friendly and professional
Move to configure
Starter prompts: Leave as is
Knowledge: Use a SharePoint site with contracts and review instructions
Example questions to ask:
• Can you identify the key clauses in the XyZ solutions contract?
• Can you summarize the XyZ solutions contract?
• Does the XyZ contract comply with our legal standards and regulations?
 Research Assistant
A Research Assistant Agent empowers teams across an organization to efficiently access and retrieve research materials. This agent connects
to a SharePoint link or company link that houses all research documents, enabling users to quickly find relevant information based on their
specific topics of interest. This streamlined process enhances productivity and ensures that teams have the insights they need at their
fingertips.

Example description/What would you like it to make: You're a Research Assistant

Agent designed to empower teams across the organization to efficiently access and
retrieve research materials. You know everything about the research process from the
documents we've shared with you and are happy to help team members get the
information they need. You can assist with tasks such as connecting to a SharePoint
link that houses all research documents, enabling users to quickly find relevant
information based on their specific topics of interest. Your goal is to streamline the
research process, enhance productivity, and ensure that teams have the insights they
need at their fingertips
Naming confirmation: Research Assistant
To be emphasized/avoided: Please be clear and concise and avoid long answers.
Where possible, refer primarily to the knowledge shared with you. If you don't know
the answer, please refer users to the Research Team
How to communicate: Friendly and professional
Move to configure
Starter prompts: Leave as is
Knowledge: SharePoint site with relevant research information
Example questions to ask:
• Can you help me find research documents related to [specific topic]?
• Can you provide a summary of the latest research on [specific topic]?
• Are there any recent updates or new additions to our research documents?
• What research do we have that was conducting by [specific researcher]
 Policy Searcher
A Policy Search Agent offers comprehensive policy lookup capabilities, allowing users to inquire about various company policies such as time
off, remote work, benefits, workplace conduct, health and safety, and other HR-related topics. This ensures employees have quick access to
the information they need to stay informed and compliant.

Example description/What would you like it to make: You're a Policy Search Agent
designed to offer comprehensive policy lookup capabilities. You know everything
about the company's policies from the documents we've shared with you and are
happy to help employees get the information they need. You can assist with tasks
such as inquiring about various company policies, including time off, remote work,
benefits, workplace conduct, health and safety, and other HR-related topics. Your goal
is to ensure employees have quick access to the information they need to stay
informed and compliant
Naming confirmation: Policy Searcher
To be emphasized/avoided: Please be clear and concise and avoid long answers.
Where possible, refer primarily to the knowledge shared with you. If you don't know
the answer, please refer users to the HR Team
How to communicate: Friendly and professional
Move to configure
Starter prompts: Leave as is
Knowledge: Use a SharePoint site that stores company policies
Example questions to ask:
• What is the company's policy on remote work?
• How many vacation days am I entitled to each year?
• Can you explain the company's health and safety guidelines?
• How do I request time off?
Appendix C
SharePoint agent examples
Learn more at aka.ms/SharePoint/AgentsAdoption
 Identifying your SharePoint agents target scenarios
Create a use case scenario to help illustrate how an agent can support your target audience find and interact with your
content

As someone in… I want to…. Using… I’ll know this is

Sales Enablement enable sales efficiency SharePoint agents successful when….
Sales reports they are spending
less time searching and
collating sales presentations

As someone in I want to Using I’ll know this is

Sales enablement I need to Minimize the time that sales I create a Sales excellence successful when
equip the sales team with are looking for SharePoint agent grounded I see positive trends and
the tools, resources, and industry/sector specific to our library of customer benchmarks on how sales
support they need to sell product information and success stories, case are using our materials to
effectively reduce the time sales are studies, and winning help close business.
recreating materials for proposals.
client presentations.
Use case scenario – Customer Service

Business Challenge – Information overload

Many front-line customer service representatives receive service escalations that
ultimately require direct intervention. These escalations can require significant
manual effort by customer service representatives to find, research, understand,
and form a response
How SharePoint agents can help
• Retrieve triage response and • Access customer insights to help
resolution steps provide more specialized support
• Empower customer service agents • Consistency in response and quality
to • Identify root causes and trends
get to resolution faster and help
• Identify opportunities for proactive
solve problems
customer resources to improve the
• See top questions for their area overall customer experience
of support

Areas of impact
• Decrease resolution times, which in turn leads to increased agent productivity
and higher customer satisfaction rates
• Increase First Call Resolution (FCR) resolution to help improve customer
satisfaction, enhance agent efficiency, and foster long-term customer loyalty
• Identify trends and impact areas
Use case scenario – Sales

Business Challenge – Deeper engagement at scale

Deeply understanding customers challenges, needs, and obstacles are what
drive sales, so it is critical to provide the technology to simplify research and
data entry to allow sellers to focus on customer interactions

How SharePoint agents can help

• Simplify how sellers search your • Respond to an RFP
content library to get the • Create personalized offers
appropriate sales content
• Post-sale customer insights
• Accelerate customer research and
• Identify the most impactful sales
sales preparation
materials, methods, and deliveries
• Quickly collate materials for more
customized pitches

Areas of impact
• Allow more time for customer interactions
• React more quickly to requests and issues
• Spot opportunities for improvement
• Increase the number of deal pursued
• Increase close rates
Use case scenario – Finance

Business Challenge – Data driven insights

Finance manages a vast array of data from various sources. Analyzing documents
can be extremely labor and time intensive while also creating a wider margin of
error

How SharePoint agents can help

• Assist with everyday tasks, increasing time for additional analysis, proactive
audits, collections processes, and financial reporting
• Improve billing and collections processes by enhancing communications with
customers and vendors
• Extend into ERP systems and other workflows to bring data together and
speed
decision-making without performing expensive updates to financial systems

Areas of impact
• Optimize financial operations and workflows
• Decrease cost per analysis request
• Streamline financial systems and tooling
Use case scenario – Marketing

Business Challenge – Impactful, hyper- personalized content

Effectively creating personalized, targeted content for diverse audience
personas, leading to missed engagement opportunities and reduced marketing
effectiveness. Cross-functional campaigns are becoming more complex to
manage across dispersed teams. Marketing teams must create new ways for
various stakeholders to stay informed, get specific information, and ultimately
measure the success of their initiatives and continue refining for the best results

How SharePoint agents can help

• Creating a marketing Bill of • Collect and share product feedback
Materials • Create a new offering
• Streamline market research and • Product Launch
strategy
• Campaign performance tracking
• Content creation using Copilot
• Targeted campaigns

Areas of impact
• By generating suggestions for content and strategies, marketers can save
time and effort, allowing focus on higher-level tasks
• Providing an agent to the larger cross team helps facilitate the sharing of
information during key marketing campaign milestones
Use case scenario – HR

Business Challenge – Scaling expertise

HR is spread thin. Scaling expertise is critical to driving efficiencies with HR
processes.
HR must have a holistic lens into how employees are engaging with HR
information to understand where they can intervene and provide the most
impact to improve the employee experience. Leverage data to make decisions
and show the impact of employee engagement on key KIPs. Reduce the daily
administrative burden on HR to support more strategic initiatives and programs
How SharePoint agents can help
• Create personalized onboarding programs
materials, training modules, • Simply and standardize policy and
providing new hires a more tailored compliance questions to ensure
experience and accelerating their consistency in delivery across the
readiness organization
• Analyze employee data to address • Empower employees to use existing
challenges and design targeted resources
retention and engagement
Areas of impact
• Uplevel the HR role to reduce the support of tasks that can be automated
• Provide richer analytics into how employees are leveraging materials and
where there could be opportunities to improve the employee experience
Use case scenario – Legal

Business Challenge – Navigating the digital workspace

Legal departments are navigating an increasingly dynamic and complex legal,
regulatory,
and compliance landscape. The workload is growing not just in volume, but in
speed and complexity

How SharePoint agents can help

• Efficiently find relevant information to facilitate rapid decision making and
draft guidance with clear and relevant advisory points
• Increase efficiency, understanding, and consistency of contract reviews for
increased velocity and better decision making
• Streamline and reduce time spent on researching, summarizing, analyzing,
and drafting guidance for complex regulations

Areas of impact
• Support and enhance legal advisory services
• Streamline high-value content workflows
• Drive efficiencies in how key documentation is analyzed and reviewed
Use case scenario – IT

Business Challenge – Supporting digital transformation

IT is driving digital transformation, securing the enterprise,
optimizing collaboration, and driving adoption of emerging
technologies. They grapple
with challenges such as the work force skills gap and driving
efficiencies that reduce costs

How SharePoint agents can help

• By grounding an agent to IT’s most critical documentation and
internal sites, agents can provide faster ticket time resolution,
manage outsourcing costs and drive higher Net user satisfaction
(NSAT)

Areas of impact
• Agents can impact key functional IT KPIs such as ticket resolution
time, product adoption and usage and help manage IT costs by
streamlining workflows
Appendix D
Graph Connector details
Learn more at
Microsoft Graph connectors gallery
ServiceNow Knowledge Base Connector Learn more

Solution summary
The Microsoft Graph connector for ServiceNow Knowledge Base allows organizations to index knowledge base articles from ServiceNow into Microsoft Graph, to be used
across Microsoft 365 experiences, including Copilot. This means that users can search for these articles directly within Microsoft 365 Copilot clients. Content indexed via
Graph connectors can be combined with other Copilot agents to create declarative agents that support acting on the content as well as queries and reasoning. This
integration helps streamline workflows and enhances productivity by making critical information more accessible and easier to find

Enable ServiceNow Knowledge Base Connector to increase the ROI of Copilot by improving business metrics like:
Faster time to ticket
Tickets reduction Increased productivity
resolution

Functional scenarios alignment Key challenges Key value propositions Sample prompts for target persona
Customer Service: By leveraging the Time-Consuming Searches: Customer Enhanced Knowledge Management & Any prompts seeking answers from
Microsoft Graph connector for service representatives often spend a Access: Centralizes data and Knowledge Base articles
ServiceNow Knowledge Base, customer lot of time searching for relevant knowledge, ensures consistent and
Example 1: How do I reset a customer’s
service representatives can enhance information to resolve customer issues unified information access across the
password in ServiceNow?
their efficiency, provide better service, organization’s
Fragmented Information: Information
and ensure they productivity tools Example 2: Show me the latest refund
scattered across different platforms
have the most accurate information at policy
can be hard to manage Improved Decision-making: The power
their fingertips
of Copilot allows users to reason over Example 3: What are the features of
Inconsistent Responses:
Employee Self-service: Employees can ServiceNow Knowledge Base data, the latest software update?
Representatives need easy access to
self-serve and find solutions to root providing insightful analysis and
up-to-date knowledge articles to Example 4: Provide the user manual for
causes themselves recommendations
provide more consistent and accurate our new product
responses to customers Increased Efficiency and Productivity:
Reduces time spent searching and
Scattered IT Resources: In some cases,
aggregating information from
employees may not know how to solve
various sources
issues or who to contact when they
face IT issues
ServiceNow Catalog Connector Learn more

Solution summary
The Microsoft Graph connector for ServiceNow Catalog allows organizations to index service catalog items from ServiceNow into Microsoft Graph, to be used across
Microsoft 365 experiences, including Copilot. This means that users can search for these catalog items directly within Microsoft 365 Copilot. Content indexed via Graph
connectors can be combined with other Copilot agents to create declarative agents that support taking action on the content as well as queries and reasoning. This
integration helps improve efficiency and user satisfaction by making it easier to find and request necessary services and products

Enable ServiceNow Catalog Connector to increase the ROI of Copilot by improving business metrics like:
Improved operational Faster time to request Enhanced request
efficiency fulfillment management

Functional scenarios alignment Key customer challenges Key value propositions Sample prompts for target persona
Employee Self-serve: Help employees Inefficient Service Requests: Customer Easier Service Request: Contains Example 1: Order a new laptop for a
raise catalog requests by finding the services representatives often spend details of all products and services, customer
right information time navigating multiple systems to allowing users to place requests
Example 2: What software licenses are
request services or products directly. With Copilot, users can quickly
Customer Service: By leveraging the available for new employees?
find request instructions and receive a
Microsoft Graph connector for Delayed Responses: Waiting for
direct link through the ServiceNow Example 3: Show me the available
ServiceNow Catalog, customer service approvals or information from different
Catalog just with the natural language mobile devices for staff
representatives can provide quicker departments can slow down service
responses, enhance their efficiency, Faster Workflow Creation, Tracking and
Lack of Visibility: Representatives may
and ensure they have the most Follow up: Allows users to create, find
not always know what services or
accurate and up-to-date information details from catalog quickly in the flow
products are available
about catalogs at the ready of work- which will help in overall
Manual Processes: Many service productivity and user experience
requests involve manual steps that can
be automated
ServiceNow Tickets Connector Learn more

Solution summary
The Microsoft Graph connector for ServiceNow Tickets allows organizations to index various tickets from ServiceNow into Microsoft Graph, to be used across Microsoft 365
experiences, including Copilot. This means that users can search for these tickets directly within Microsoft 365 Copilot clients. Content indexed via Graph connectors can be
combined with other Copilot agents to create declarative agents that support taking action on the content as well as queries and reasoning. This integration helps improve
efficiency and user satisfaction by making it easier to find and manage tickets, ultimately enhancing productivity

Enable ServiceNow Tickets Connector to increase the ROI of Copilot by improving business metrics like:
Increased customer Faster time to ticket
Better ROI for IT investment
satisfaction resolution

Functional scenarios alignment Key customer challenges Key value propositions Sample prompts for target persona
Customer Service: Using Microsoft Delayed Ticket Resolution: Customer Intelligent Querying and Data Analysis: Example 1: Find the ticket for the
Copilot, quickly search for relevant service representatives often face With Copilot querying capabilities, network outage reported yesterday
tickets, check status, and provide the delays in finding and accessing users can ask complex questions about
Example 2: What is the current status
customer with an update. If an issue relevant tickets the tickets and receive comprehensive,
of the high-priority ticket?
needs to be escalated, customer context-aware responses
Fragmented Ticket Management:
service representatives can do so Example 4: Escalate the ticket for the
Managing tickets across multiple Improved Decision-making: Enables
directly through Copilot, ensuring that server issue to the IT manager
platforms can be cumbersome quick data-driven decision making.
the problem is addressed swiftly and
Helps IT team to do effective
efficiently Lack of Visibility: Representatives may
prioritization and management of IT
struggle to get a comprehensive view
issues
of
all open tickets Enhanced User Experience: Enhances
the user experience by resolving issues
Manual Tracking: Keeping track of
more accurately and efficiently, and by
ticket statuses manually can lead to
integrating all relevant details into the
errors and inefficiencies
flow of work
Salesforce Connector Learn more

Solution summary
The Microsoft Graph connector for Salesforce allows organizations to index Salesforce objects such as Contacts, Opportunities, Leads, Cases, and Accounts into Microsoft
Graph, to be used across Microsoft 365 experiences, including Copilot. This means users can search for these Salesforce items directly within Microsoft 365 Copilot clients.
Indexing Salesforce data for Copilot analysis drives enhanced customer insights, improved sales performance, data-driven decision making, and a competitive advantage,
ultimately leading to significant business growth and customer satisfaction. Content indexed via Graph connectors can be combined with other Copilot agents to create
declarative agents that support taking action on the content as well as queries and reasoning

Enable Salesforce Connector to increase the ROI of Copilot by improving business metrics like:
Improved customer Higher leads conversion Average customer revenue Reduced
retention rate increase cost

Functional scenarios alignment Key customer challenges Key value propositions Sample prompts for target persona
Sales: Personalize customer Fragmented Data Access: Sales Quicker Discovery and Management on Example 1: Who is the owner of
interactions with AI-assisted insights professionals often need to switch Data: Copilot can retrieve and display account XYZ?
and recommendations to improve sales between multiple platforms to access Salesforce records during tasks like
Example 2: Who is the contact person
performance and customer satisfaction customer information, which can be drafting emails or preparing reports,
for account ABC?
time-consuming saving time
and effort Example 3: What is the opportunity
Inefficient Workflow: Manually
size
searching for and updating Salesforce Streamlined Workflows: Users can
of XYZ?
records can slow down the sales seamlessly integrate Salesforce data
process into their daily tasks without switching Example 4: What is the status of
between platforms opportunity ABC?
Lack of Real-time Information: Sales
teams need up-to-date information to Improved Collaboration: Copilot can
make informed decisions surface relevant Salesforce data in real-
time during meetings or collaborative
sessions, ensuring everyone has the
latest information
Confluence Connector Learn more

Solution summary
The Microsoft Graph connector for Confluence allows organizations to index content from Confluence into Microsoft Graph, to be used across Microsoft 365 experiences,
including Copilot.
This means that users can search for Confluence spaces, pages, blogs, and comments directly within Microsoft 365 Copilot clients. This allows users to combine information
related to a project from different data sources like Email, SharePoint, Meetings and Confluence to get better insights. Content indexed via Graph connectors can be
combined with other Copilot agents to create declarative agents that support taking action on the content as well as queries and reasoning

Enable Confluence Connector to increase the ROI of Copilot by improving business metrics like:
Efficient knowledge and content Effective
management collaboration

Functional scenarios alignment Key customer challenges Key value propositions Sample prompts for target persona
Engineering and DevOps: Engineering Information Overload: Engineers and Unified Information Ecosystem: Example 1: Find the Confluence page
and DevOps teams can significantly DevOps professionals often deal with Centralizes data and knowledge, on our return policy
enhance their productivity, reduce vast amounts of documentation ensures consistent and unified
Example 2: Show me the latest
friction in accessing critical information access across the
Context Switching: Constantly troubleshooting guide for our product
information, and improve overall organization's productivity tools
switching between tools can disrupt
collaboration Example 3: What is the procedure for
workflow Improved Decision-making: The power
handling escalated tickets?
of Copilot allows users to reason over
Collaboration Challenges: Ensuring all
Confluence data, providing insightful Example 4: What has changed since
team members have access to the
analysis and recommendations I’ve been on parental leave?
latest information can be difficult
Enhanced Data Accessibility and Example 5: What is the design pattern
Time-consuming Searches: Finding
Discoverability: Users can seamlessly for error notifications?
specific information in Confluence can
query and retrieve data from
be time-consuming
Confluence through Copilot, ensuring
critical information is easily accessible
across Microsoft 365 apps
Jira Connector Learn more

Solution summary
The Microsoft Graph connector for Jira allows organizations to index Jira issues into Microsoft Graph, to be used across Microsoft 365 experiences, including Copilot. This
means that users can search for Jira issues directly within Microsoft 365 Copilot clients. Users can retrieve detailed Jira task information and summaries through natural
language prompts, maintaining context across queries.
It also provides updates from Jira and other sources, aiding in project planning, decision-making, and increasing productivity by centralizing access to information without
switching applications. Content indexed via Graph connectors can be combined with other Copilot agents to create declarative agents that support taking action on the
content as well as queries and reasoning

Enable Jira Connector to increase the ROI of Copilot by improving business metrics like:
Improved engineer
Reduced cycle time Increased velocity
productivity

Functional scenarios alignment Key customer challenges Key value propositions Sample prompts for target persona
Engineering: By leveraging these Task Management Overload: Engineers Intelligent Querying and Data Analysis: Example 1: Find me comments on the
capabilities, engineering teams can often juggle multiple tasks and projects With Copilot querying capabilities, Jira issues about the customer’s
significantly enhance their productivity, users can ask complex questions about feedback
Context Switching: Constantly
reduce friction in accessing critical their Jira data and receive
switching between Jira and other tools Example 2: Show me details on the
information, and improve overall comprehensive, context-aware
can disrupt workflow issue about website not loading
collaboration responses
properly
Collaboration Challenges: Ensuring all
Streamlined Project Management:
team members are on the same page Example 3: Get me the issue created
Copilot helps streamline project
can by John yesterday
management by providing intelligent
be difficult
summaries and updates from Jira
Time-Consuming Searches: Finding
Enhanced Decision-making: By
specific issues in Jira can be time-
integrating Jira with Copilot, users can
consuming
access insights from their project data.
This enables quicker, data-driven
decision-making, reducing
the time spent on manual data
retrieval
and analysis
Enterprise Websites Connector Learn more

Solution summary
The Microsoft Graph connector for Enterprise Websites allows organizations to index content from their company-owned websites into Microsoft Graph, to be used across
Microsoft 365 experiences, including Copilot. This means users can search for this content directly within Microsoft 365 Copilot clients. Content indexed via Graph connectors
can be combined with other Copilot agents to create declarative agents that support taking action on the content as well as queries and reasoning. This integration enables
users to quickly locate and utilize website content, streamline collaboration on projects, and access the latest information and metadata, such as publish dates and authors.
By centralizing access to website content, it ensures that all efforts are based on the most current and accurate data

Enable Enterprise Websites Connector to increase the ROI of Copilot by improving business metrics like:
Improved click-through
Enhanced collaboration Increased conversion rate Reduce research time
rate

Functional scenarios alignment Key customer challenges Key value propositions Sample prompts for target persona
Marketing: Quickly locate and utilize Disorganized Content: Marketing teams Comprehensive Content Access: Users Example 1: Can you check the
website content, streamline often struggle with finding and can easily find articles, pages, and compliance requirements as per policy
collaboration managing content spread across other content from both on-premise are met in this design proposal?
on marketing projects, and access the various websites and cloud-hosted company websites
Example 2: Find the webpage with our
latest information and metadata through Copilot
Inconsistent Information: Ensuring that new product launch details
directly through Microsoft 365 Copilot,
all team members have access to the Enhanced Search Capabilities: The
ensuring campaigns are based on the Example 3: What is the publish date of
most connector enhances search by crawling
most current and accurate data the case study on our website?
up-to-date content can be challenging all sitemap-listed pages, including
dynamic content, with options to Example 4: Find and link the webpage
Time-consuming Searches: Searching
exclude certain pages for more on our brand guidelines
for specific content across multiple
relevant results
websites
can be time-consuming Improved Collaboration: By integrating
website content into Microsoft Copilot,
users can seamlessly access and share
information, improving team
collaboration