Build an internal support agent
Create an internal agent that answers repeatable staff questions and can hand off to a person or support process when needed.
Where the action happens
Copilot Studio / Agent Builder
Product or feature needed
Copilot Studio / internal knowledge
AI required
Yes
Extra credits
May consume Copilot Credits depending on the agent and channels used
Technical skill
Medium to high
Risk level
Medium to high - shared agents need testing and ownership
Licence dependency
Depends on Agent Builder/Copilot Studio features and deployment.
Credit dependency
Copilot Credits may apply.
UK availability
available
What it can do
- Turn repeatable knowledge or process guidance into a reusable assistant.
- Add controlled knowledge, actions or channels where justified.
Limitations
- Agents need ongoing ownership, testing and source maintenance.
Prerequisites
- A clear purpose, named owner and deliberately scoped sources.
Notes
Advanced generic agent capability.
Watch-outs for Advanced: agents
- Start with a clear purpose and a deliberately scoped source set.
- Shared or action-taking agents need ownership, testing and lifecycle management.
- Use human approval for consequential actions where appropriate.
Last checked: 2026-10-09
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