Role-Based Programme
RB0596

Microsoft Copilot Studio for Product & Service Management

Explore AI Agents for Product & Service Experiences

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

Programme Objectives

  • Understand how Microsoft Copilot Studio can support product and service experiences through AI-powered agents.
  • Explore how agents combine instructions, organisational knowledge, tools, connectors, and workflows to address user needs.
  • Identify suitable agent use cases across product information, customer guidance, service requests, and operational support.
  • Experience basic agent definition, grounding, testing, and workflow design from a product-management perspective.
  • Recognise the importance of accuracy, customer experience, governance, human oversight, and measurable outcomes before agent deployment.

Tools covered

Microsoft Copilot StudioAI AgentsGenerative OrchestrationKnowledge SourcesTools & ConnectorsAgent FlowsTest AgentAgent EvaluationAnalytics

Who should attend

  • Product Managers
  • Product Owners
  • Service Managers
  • Digital Product Managers
  • Product Operations Professionals
  • Product Analysts
  • Product Strategy Professionals
  • Product Innovation Professionals
  • Customer Experience Managers
  • Service Design Professionals
  • Product & Service Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of product or service management
  • Familiarity with customer journeys, product requirements, features, or service processes
  • Basic awareness of AI or automation concepts is helpful
  • Familiarity with Microsoft 365 or business applications is beneficial
  • No programming expertise required
  • No previous Microsoft Copilot Studio experience required

TOC Modules

Concepts
  • Understanding Copilot Studio as a low-code environment for creating and managing AI agents
  • Understanding instructions, knowledge, tools, workflows, and generative orchestration
  • Identifying applications across product information, service guidance, self-service, and internal product support
  • Understanding agents as product capabilities that require clear user needs and defined outcomes
Practical activities
  • Exploring a representative product or service agent
  • Mapping Customer / User Need → Agent Capability → Expected Product Outcome

Scenarios

Product Knowledge to Guided Customer Agent

Customer Question → Copilot Studio Agent → Approved Product Knowledge → Grounded Response → Relevant Tool / Next Step → Human Escalation When Required

Participants define and test an agent that helps users understand product features and common processes while grounding answers in approved product information.

Service Request to Controlled Resolution Workflow

Service Request → Agent Intent Analysis → Knowledge Check → Agent Flow → Business System Action → Approval if Required → Status Confirmation

Participants design a simple service-agent experience that combines AI interpretation with predictable workflow automation and appropriate human control.

## Current Capability Reference

Microsoft Copilot Studio's current **generative orchestration** layer can interpret user intent, create multi-step plans, and select appropriate **knowledge sources, tools, actions, topics, and other agent capabilities** to complete requests.

Copilot Studio currently supports testing individual knowledge-grounded interactions through the **Test your agent** experience, while **Agent Evaluation** provides repeatable test sets for measuring areas such as accuracy, relevance, and response quality across multiple cases.

Current analytics can show how effectively an agent uses its knowledge sources, including usage trends, response-quality information, and error patterns, helping product teams identify areas requiring improvement after deployment.

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