Role-Based Programme
RB0573

Microsoft Copilot Studio for Operations

Build AI Agents for Process Support, Service Requests & Operational Workflows

IMAGE REQUIRED
Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how Microsoft Copilot Studio can support operational processes, internal services, coordination, and routine employee requests.
  • Explore source-grounded agents for SOPs, work instructions, process guidance, and operational knowledge.
  • Identify opportunities to automate request intake, routing, approvals, reminders, status updates, and exception escalation.
  • Create basic agent experiences using knowledge, topics, actions, and controlled workflow automation.
  • Apply access control, data accuracy, human oversight, process governance, and responsible-AI practices.

Tools covered

Microsoft Copilot StudioAI AgentsAgent InstructionsKnowledge SourcesGenerative AnswersTopicsAgent Tools & ActionsAgent FlowsPower Platform ConnectorsDataverseSharePointAuthenticationTesting & Analytics

Who should attend

  • Operations Managers
  • Business Operations Professionals
  • Operational Excellence Professionals
  • Process Excellence Professionals
  • Service Delivery Professionals
  • Shared Services Professionals
  • Operations Analysts
  • Process Improvement Professionals
  • Business Process Coordinators
  • Operations Transformation Professionals
  • Automation Coordinators
  • Operations Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of operational processes or service-delivery activities
  • Familiarity with SOPs, requests, approvals, escalations, or process coordination
  • Basic awareness of Microsoft 365 or Power Platform is helpful
  • No programming expertise required
  • No previous Copilot Studio experience required

TOC Modules

Concepts
  • Understanding agents, instructions, knowledge, topics, tools, and workflow concepts
  • Identifying operational applications across process guidance, requests, coordination, and support
  • Differentiating AI assistance, deterministic workflow automation, and human decision-making
  • Recognising operational activities that should remain human-controlled
Practical activities
  • Exploring a sample operations-focused Copilot Studio agent
  • Mapping common operational activities to suitable agent capabilities

Scenarios

Operational Request to Controlled Fulfilment

Employee / Business Request → Copilot Studio Agent → Information Capture → Classification → Workflow Routing → Human Approval if Required → Fulfilment → Status Confirmation

Participants build an agent-assisted operational workflow that improves request handling and coordination while preserving appropriate approval and accountability.

Process Exception to Escalated Resolution

Operational Exception → Agent Intake → Context & Impact Capture → Responsible Owner → Escalation → Corrective Action → Resolution Verification

Participants design an exception-management workflow that helps operational teams coordinate issues and follow-through without delegating consequential decisions to the AI agent.

Related programmes

Continue with programmes from the same capability area.

Take the next step

Ready to make this programme work for your team?

Customise modules, duration and business scenarios for your team.

Instructor-ledVirtualHybrid

Designed around your roles, tools and real workflows.