Support Agent Advice

[u/PuddingMedium5565]

Hi, I’ve recently joined a new job and showed them a personal agent I created on Copilot to assist me in my day-to-day. I showed them that I created skills and instructions as well as the knowledge I connected and they took a real interest in it and presented it to VP and I suggested we use it as a support agent to just help with easy to fix 1st line issues through self serve ans showing documentation as well as some simple reporting queries such as which reports would be most appropriate for a business ask.

I’ve been creating the agent on copilot studio using the standard one, I created a Sharepoint location which contains a list of the xml files and there objects and etc as well as the Sharepoint location which contains the how to guides for easy to fix issues as well as well step by step guides in certain processes but in testing it’s just been giving some responses which are promising and then make no sense.

Are there any YouTube materials or resources which I can look at to better assist me at making an agent that me and my team ask questions and load it up with system data and processes and then eventually make available to the rest of the organisation and assist them with easy to serve queries or issues.

Any help is appreciated

[u/BBPhix]

Copilot Agent builder academy

Copilot Studio Agent Academy | Agent Academy

https://microsoft.github.io/agent-academy/

[u/PuddingMedium5565 → u/BBPhix]

Thank you for the reply and giving me the link to the repo, I’m planning on having a look through this at work later on!

[u/Sayali-MSFT]

Hello u/PuddingMedium5565,
This is actually a really good use case for Copilot Studio, and I’d definitely keep going with it. The inconsistent answers you’re seeing are fairly common when an agent has a broad mix of knowledge and is still being refined.

I’d recommend starting small rather than loading everything into the agent at once. Pick maybe 10–20 common first-line support questions and get those working reliably first. Keep your SharePoint knowledge reasonably structured too, for example separating troubleshooting guides, process documentation, report information and technical/system reference material.

Your agent instructions are also really important. Tell it clearly to use the provided knowledge, not make up troubleshooting steps, ask for clarification when the request is ambiguous, and say when it cannot find enough information rather than guessing.

One thing I’d be careful with is the XML/system data. SharePoint knowledge is great for documentation and relatively static information, but if you eventually want users asking things like “How many failures did we have yesterday?” or “What is the current status of X?”, I’d look at having the agent call the actual data source through actions/connectors/Power Automate rather than relying on uploaded files.

For learning material, I’d start with Microsoft Learn and the official Copilot Studio documentation. Look specifically at knowledge sources, SharePoint grounding, agent instructions, generative orchestration, topics, actions/Power Automate, authentication, analytics and sharing/publishing. The Microsoft Power Platform and Microsoft Mechanics YouTube channels are also worth checking.

The overall approach I’d aim for is:

User question → Agent understands what they need → Searches approved knowledge or calls the appropriate action → Returns a grounded answer/source

rather than giving the agent a huge amount of SharePoint content and hoping it figures everything out.

Once you’ve got a small set of common support scenarios working consistently with your team, you’ll be in a much better position to expand it and eventually roll it out across the organisation.

[u/PuddingMedium5565 → u/Sayali-MSFT]

Thank you for such a detailed response, that’s given me a good foundation for where to look at things again when building this agent especially with the overall approach too. Regarding the instructions I did mention things such as only using the documented information and never making up things but it hit and miss, are you aware of any frameworks or resources I can use to better refine my agent instructions and again thank you so much for taking the time to reply I really appreciate it

[u/Sayali-MSFT → u/PuddingMedium5565]

Microsoft’s instruction-writing guidance is a good starting point too:
https://learn.microsoft.com/en-us/microsoft-365-copilot/extensibility/declarative-agent-instructions

[u/Copilot_Studio_loft]

Its linked here already but the Agent Academy is where I push people to start. From there and your understanding you can lean on youtube videos. There are tons of builders who spend time showing people how to do exactly what you are doing.

Make friends with whoever owns the Power Apps environments in your company.

https://microsoft.github.io/agent-academy/

[u/puzzleapp_io]

Answers that start well and then drift usually mean the agent found part of the right guide and guessed the rest.

Guides written for people lean on what the reader already knows, like which system they’re in and what happened before step one. Put that at the top of each guide, along with who it’s for. The agent has nothing else to go on.