Centre support assistant
Support staff ask an internal Agent for the approved answer to a centre query; the Agent uses a tightly scoped SharePoint knowledge source and can point staff to the underlying guidance rather than relying on memory or copied notes.
Where the action happens
Copilot Chat / Teams
Product or feature needed
Work-grounded Microsoft 365 Copilot Agent with approved SharePoint knowledge
AI required
Yes
Extra credits
Depends on licensing and metering
Technical skill
Medium
Risk level
Medium - useful for consistent support, but source quality and permissions determine answer quality
Licence dependency
Richer Agents stage — needs Microsoft 365 Copilot Premium or separately configured metered work-data grounding, plus permission to the approved source content.
Credit dependency
Depends on how work-data grounding is licensed and metered in the tenant.
UK availability
available
What it can do
- Answer recurring staff questions from an approved knowledge source.
- Summarise and compare relevant guidance while preserving links back to source content.
- Reduce repeated searching across guidance, FAQs and controlled support material.
Limitations
- The Agent can still misunderstand or omit relevant context.
- It should not turn outdated or duplicate guidance into an apparently authoritative answer.
- Users must still have appropriate access to the underlying sources.
Prerequisites
- A clearly owned SharePoint source with current approved content.
- Appropriate Microsoft 365 Copilot/Agent licensing and tenant configuration.
- Permissions tested with the real target users.
Notes
Keep this as a practical support use case: the Agent helps staff find and interpret approved guidance; it does not replace formal policy ownership.
Watch-outs for Richer Agents
- Start with narrow, approved sources rather than broad organisational grounding.
- Sharing an Agent does not guarantee every recipient has the licence or permissions needed to use all of its capabilities.
- Add co-ownership, a source list, intended users and a review date before a personal experiment becomes team capability.
- Test with real target users because their source permissions may differ from the Agent owner's.
Sources
Last checked: 2026-09-07
Community feedback
Has your organisation tried this? Confirm whether it's possible, whether it's useful, and share any tips.
0
Confirmed possible
0
Reported not possible
0
Found it useful
0
Not useful
Loading feedback…