IT scenario: Manage device health

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Available with: Microsoft 365 Copilot and Copilot Studio Scenario level:
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KPIs impacted

Ticket resolution time

Value benefit

Employee experience

Using Copilot to manage device health


1. Issue identification

IT Admin receives alerts in email from the case management system regarding user device issues.

Microsoft Copilot icon

Business Chat2

Prompt: Generate list of all alerts received in last 24 hours from emails in Outlook with the count of each alert.

2. Assess impact

Beginning with the most critical alert the admin assesses the extent of the issue using an agent built in Azure AI Studio to access the device database.

Copilot Studio icon

Copilot Studio Agent

Prompt: Use the device management database to create a table with the device ID, operating system, and latest updates for impacted devices.

3. Troubleshoot

The IT Admin checks if there are any recent changes made on the devices that impacted the users.

Copilot Studio icon

Copilot Studio Agent

Prompt: Generate a list of recent changes in tenant settings and device diagnostics. Provide all relevant device characteristics, telemetry to help understand these changes and impact.

4. Email communication

IT Admin composes an email to the end users with recommendations for resolution.

Microsoft Copilot icon

Business Chat2

Prompt: Generate an email using the impact summary, giving recommendations to end users to resolve the issue.

5. Recommendation

The admin reviews the email and wants to add relevant links and articles to share with impacted users.

Microsoft Copilot icon

Business Chat2

Prompt: Find links to internal documents and resources that share workarounds to resolve the issue to include in this mail.

6. Impact summary & create alert

Admins use Copilot to compose an alert communicating the issue along with recommendations for remediation.

Microsoft Copilot icon

Business Chat2

Prompt: Generate an impact summary to share the insights with Admins and post in the Alert Center

1Access Copilot at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.

2Access Business Chat at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.

3Copilot agents allow Microsoft 365 Copilot to access your company-specific apps. In the past, this would have required an API call to get data from a system of record. The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.