Role-Based Programme
RB0597

Microsoft Copilot Studio for Product & Service Management

Build, Validate & Manage AI Agents for Business Use Cases

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational capability to design and configure Copilot Studio agents around validated product and service use cases.
  • Translate customer needs, service journeys, business rules, and knowledge requirements into structured agent experiences.
  • Configure instructions, enterprise knowledge, topics, tools, and workflows to support information and transactional use cases.
  • Test and evaluate agent responses, tool usage, knowledge grounding, and user journeys before release.
  • Apply product governance, security, human oversight, performance monitoring, and continuous-improvement practices to deployed agents.

Tools covered

Microsoft Copilot StudioAgentsAgent InstructionsGenerative OrchestrationKnowledge SourcesTopicsTools & ConnectorsAgent FlowsPreview & TestingAgent EvaluationMonitor & AnalyticsPublishing & Channels

Who should attend

  • Product Managers
  • Product Owners
  • Technical Product Managers
  • Digital Product Managers
  • Service Managers
  • Product Operations Professionals
  • Product Analysts
  • Business Analysts
  • Customer Experience Product Professionals
  • Innovation Managers
  • Service Design Professionals
  • Product / Service Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of product or service-management processes
  • Familiarity with customer journeys, requirements, business processes, or service workflows
  • Basic awareness of enterprise applications and data sources is helpful
  • No programming expertise required
  • No previous Microsoft Copilot Studio experience required
  • Access to relevant Microsoft Copilot Studio features may depend on organisational licensing, environment, and administrator permissions

TOC Modules

Concepts
  • Understanding AI agents and their role across product and service experiences
  • Exploring agent instructions, knowledge, topics, tools, workflows, testing, and publishing
  • Mapping Customer Need → Agent Capability → Business Outcome
  • Differentiating conversational support, knowledge assistance, and action-oriented agents
Practical activities
  • Exploring the Copilot Studio authoring environment
  • Creating a basic agent for a sample product or service use case
  • Defining the agent's purpose, target users, and success criteria

Scenarios

Product Knowledge to Customer Self-Service Agent

Product Documentation → Customer Questions → Copilot Studio Knowledge → Grounded Responses → Test Cases → Product Review → Published Agent

Participants create a product-support agent that answers approved customer questions from governed knowledge while identifying cases that should be escalated to human support.

Service Request to Action-Oriented Agent

Customer Need → Agent Conversation → Business Data / Connector → Required Action → Confirmation → Exception Handling → Monitoring

Participants design a service agent that not only answers questions but also supports a structured business action, while maintaining validation, permission, escalation, and product-governance controls.

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