Hello everyone,
I am new to Copilot Studio and would appreciate some guidance before I go too far in the wrong direction.
My situation:
I work for a BPO company and I am building an internal knowledge base in OneNote (stored on SharePoint) for a NOC support team. The knowledge base covers 11 client accounts and includes structured SOPs, step-by-step processes, tool navigation guides, and a Q&A section on each process page. My goal is to eventually connect this knowledge base to an AI agent that can:
1. Answer questions from agents during their shift (e.g. "What do I do when I receive a carrier alert for Account X?")
2. Eventually support onboarding and training for new agents - ideally with guided walkthroughs or scenario-based interactions
What I have done so far:
I have been exploring Copilot Studio to build this agent but I am running into issues getting started and I am not sure if I am using the right tool or following the correct flow.
My questions:
1. Is Copilot Studio the right tool for this use case? - I have seen references to both Copilot Studio and the Microsoft 365 Learning Agent. Should I be using one, the other, or both?
2. What is the correct starting point? - Should I begin by connecting SharePoint as a knowledge source first, or by building the conversation topics first?
3. For the knowledge source connection - My SOPs live in a OneNote notebook on SharePoint. Do I connect the SharePoint site directly, or do I need to export the OneNote pages to Word/PDF first?
4. Licensing - what licenses are required? We currently have Microsoft 365 but I am not sure if the Copilot add-on is needed or if there is a way to test without it.
5. Training vs knowledge retrieval - is Copilot Studio able to handle both (answering questions AND walking an agent through a process step by step), or do I need a separate tool for the training/simulation side?
Any guidance, recommended documentation, or examples of similar implementations would be greatly appreciated. I want to make sure I am building on the right foundation before I go further.
Thank you in advance!
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