Role-Based Programme
RB0598

Microsoft Copilot Studio for Product & Service Management

Build Intelligent Agents, Product Experiences & Service Workflows

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop functional proficiency in designing and managing Copilot Studio agents for product, service, and customer-experience use cases.
  • Translate product requirements, customer journeys, service processes, and business rules into structured conversational and agentic experiences.
  • Ground agents in approved product, service, policy, and operational knowledge while connecting them to enterprise systems and workflows.
  • Build reusable agent interactions combining generative responses, structured topics, tools, actions, integrations, and human escalation.
  • Apply testing, authentication, governance, analytics, security, and continuous-improvement practices before production deployment.

Tools covered

Microsoft Copilot StudioAI AgentsAgent InstructionsTopicsKnowledge SourcesGenerative AnswersAgent Tools & ActionsPower Platform ConnectorsAgent FlowsDataverseSharePoint KnowledgeCopilot ConnectorsAuthenticationTestingAnalytics & Publishing. Copilot Studio currently supports enterprise knowledge grounding and connector-based tools/actions for agents.

Who should attend

  • Product Managers
  • Product Owners
  • Technical Product Managers
  • Digital Product Managers
  • AI Product Managers
  • Service Managers
  • Product Operations Professionals
  • Product Analysts
  • Business Analysts
  • Service Design Professionals
  • Customer Experience Professionals
  • Product Strategy Professionals
  • Innovation Managers
  • Product & Service Transformation Leads

Prerequisites & Participant Readiness

  • Working knowledge of product or service-management activities
  • Familiarity with customer journeys, requirements, business processes, and product knowledge
  • Basic understanding of APIs, enterprise applications, or workflow automation is helpful
  • Familiarity with Microsoft 365 or Power Platform is beneficial
  • No advanced programming expertise required
  • No previous Copilot Studio course required

TOC Modules

Concepts
  • Understanding Copilot Studio as a platform for designing business agents and conversational experiences
  • Understanding agents, instructions, topics, knowledge, tools, actions, and publishing concepts
  • Mapping agent capabilities to product discovery, customer assistance, service delivery, and product operations
  • Differentiating deterministic workflows, generative responses, and agentic decision support
Practical activities
  • Exploring a sample Copilot Studio agent
  • Mapping a product or service use case to suitable agent capabilities
  • Creating an initial product-agent definition
  • Defining measurable user and business outcomes

Scenarios

Product Knowledge to Intelligent Customer Agent

Product Documentation → Approved Knowledge Sources → Copilot Studio Agent → Customer Question → Grounded Response → Product / Service Action → Human Escalation When Required → Interaction Analytics → Knowledge Improvement

Participants build a product-focused agent that answers grounded questions, guides users through common product needs, performs approved actions where appropriate, and escalates unsupported or sensitive requests.

Service Request to Automated Resolution Workflow

Customer Need → Agent Conversation → Requirement Capture → Validation → Connected Business System / Agent Flow → Service Action → Confirmation → Status Communication → Analytics → Service Improvement

Participants create an end-to-end service experience that combines conversational interaction with enterprise workflow automation while preserving permissions, exception handling, human oversight, and measurable service outcomes.

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