Microsoft Scenario Library Information Technology Employee self-service for IT

Available with: Microsoft 365 Copilot, Security Copilot, and Copilot Studio

Information Technology scenario: Employee self-service for IT

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Scenario

Using the Employee Self-service Agent to support IT requests

The employee self-service agent can help IT teams improve employee satisfaction and reduce costs by enabling employees to get their questions answered immediately.

1. Check for network outage alerts

An employee is having connection issues when travelling to a corporate office in a different city. She asks the Employee self-service agent if there are any known issues.

Copilot Studio icon

AI Agent

Example prompt: I’m at the London office today and can’t connect to the wi-fi. Can you help me resolve this issue?

The agent provides a set of instructions to connect and the employee notices their VPN is turned off. The employee asks for help in getting it turned on.

Copilot Studio icon

AI Agent

Example prompt: What do I need to do to set up the VPN on my laptop?

Even after connecting to the wi-fi the employee is still having trouble accessing Outlook. The employee sees an error message that a token is missing from their device and needs to open a support ticket.

Copilot Studio icon

AI Agent

Example prompt: Please open a support ticket to help me get the proper access token of Outlook installed on my laptop.

The IT support organization notices that this is a trending issue and uses Security Copilot to find all of the devices with the issue.

Copilot icon

Copilot for Security

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

After the issue is resolved the IT support specialist updates the support ticket. The user can then ask the agent about their ticket status.

Copilot Studio icon

AI Agent

Example prompt: What is the status of my support ticket on token access?

Now connected to Outlook the employee sees that an important customer issue has come up. Dozens of messages have been sent in an email thread while they were offline. They ask Copilot for a summary of the issue.

Outlook icon

Copilot in Outlook

Example prompt: Please summarize this email thread and make a table of the key points raised by each person. Then give me a list of recommended next steps.

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help improve budget variance

Keep your budgets on track by improving employee and process efficiency.
Create internal feedback loop to identify cost saving areas:
  • Draft employee surveys focused on the value of resources utilized and ideas for cost savings
  • Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

How Microsoft Copilot can help improve app usage rates

Create great onboarding experiences and collect and analyze feedback to improve user experiences
Create onboarding materials:
  • Use Copilot to draft training guides
  • Use Copilot to enhance employee handbooks
  • Generate news and announcements

How Microsoft Copilot can help improve the product adoption rate

Create great onboarding experiences and collect and analyze feedback to improve user experiences.
Create onboarding materials:
  • Use Copilot to draft training guides
  • Use Copilot to enhance employee handbooks
  • Generate news and announcements

How Microsoft Copilot can help improve NPS

Real-time AI assistance for faster issue resolution allows agents to focus on delivering high-quality service.
Incorporate feedback:
  • Rapidly analyze customer feedback
  • Quickly create recommendations
  • Swiftly update scripts and processes
  • Create communications to socialize the changes

How Microsoft Copilot can help reduce costs

Use the time savings gained from Copilot to bring activities in-house and reduce reliance on external resources.
Create internal feedback loop to identify cost saving areas:
  • Draft employee surveys focused value of resources utilized and ideas for cost savings
  • Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

How Microsoft Copilot can help optimize service outage response

Copilot helps you work to get your services back up and running and maximize user satisfaction.
Respond to user complaint or inquiry:
  • Respond quickly to inbound emails
  • Access customer records for improved support
  • Gets answer fast by searching internal sites and documents

How Microsoft Copilot can help reduce average support ticket resolution time

Microsoft Copilot enhances customer support by integrating AI assistance into self-service and service desk workflows.
Increase support communications and follow up efficiency:
  • Have Copilot assist with emails inbound and outbound emails
  • Draft email comms and announcements with Copilot
  • Generate meeting notes and follow up items

1Access Microsoft 365 Copilot Chat at m365copilot.com, or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web”.

2Access Microsoft 365 Copilot Chat at m365copilot.com, the Microsoft 365 Copilot Chat mobile app, or the Microsoft 365 Copilot Chat app in Teams, and set toggle to “Work”.

3AI Agents allow Copilot to access your organization-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.