From the course: Build with AI: Creating AI Agents for Helpdesk Professionals

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Adding knowledge to your AI help desk agent

Adding knowledge to your AI help desk agent - Microsoft Copilot Studio Tutorial

From the course: Build with AI: Creating AI Agents for Helpdesk Professionals

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Adding knowledge to your AI help desk agent

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- [Instructor] Let's talk about how to add knowledge to your AI helpdesk agent. A typical IT helpdesk needs to answer all kinds of support questions from users, such as "What are the requirements for a strong password?" "How do I access the VPN?" "I want to use an application," for example, DocuSign, "is it an approved business app?" Support staff may spend a lot of time responding to these questions. The common solution is to build an internal support website with relevant information, but users often don't know where to find it or struggle to get the right answers quickly. This is where our AI helpdesk agent comes into play. It has a core skill to answer support questions. To make it work, we need to add knowledge sources to the agent. In our demo, we will add a SharePoint site. Here's a sample SharePoint site designed for the IT helpdesk. It has a list of frequently asked questions regarding usernames and passwords, security and data protection, device management, network, and VPN.…

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