Intro section

Use these slides to set the stage for the course. This section provides an
opportunity to introduce the trainer and participants, provide an overview
of the course and schedule, offer guidance on tracking progress, and share
information about certifications and exams. Note:
Tailor the content to suit the
specific course and audience.
PL-7008:
Create agents in Microsoft
Copilot Studio

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Hello! Trainers:
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background. Delete this note
before publishing.

Instructor: <Name>
<Title or other credentials, e.g., Microsoft Certified Trainer>

<Affiliation/Company>

<A few words about my technical and professional experience>

twitter.com/[Name]
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[first.last]@[email.com]
Blog

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Let’s get to know
each other

Your name
Company affiliation
Title/function
Your experience
Your expectations
for the course

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Let’s have a great time together Trainers:
Customize this slide for your
course. Delete this note before
publishing.

We all contribute to a great class What you should know about our facilities

• This placeholder is designed with • This placeholder is designed with

bulleted text bulleted text
• It’s easy to remove or add bullets • This section can be removed if the class is
• Be on time (class hours) online
• Be present (avoid mail, calls, side meetings) • Accommodations
• Internet access
• Parking
• Restrooms
• Emergency

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About this course

After completing this course, students will be able to:

• Create and configure custom agents • Configure generative AI

• Author agents • Retrieve data from Microsoft Dataverse
• Deploy agents

Audience

• You should be familiar with Microsoft Power Platform • You want to demonstrate the ability to solve business
and Microsoft Copilot Studio. problems by creating custom agents with Microsoft
Copilot Studio.

© Copyright Microsoft Corporation. All rights reserved.

Course schedule Trainers:
Find the proposed schedule in
the Trainer Prep Guide (PDF) and
customized if needed. Delete this
note before publishing.
Introductions
Early morning
1. Build an initial agent with Microsoft Copilot Studio

Break

2. Manage topics in Microsoft Copilot Studio

Late morning
3. Work with entities and variables in Microsoft Copilot Studio

Lunch

4. Build effective agents with Microsoft Copilot Studio

Early afternoon
5. Enhance Microsoft Copilot Studio agents

Break

6. Create an agent with Microsoft Copilot Studio and Dataverse for Teams
Late afternoon
7. Introduction to autonomous agents

© Copyright Microsoft Corporation. All rights reserved.

Get the most out of your Create your Microsoft Learn profile
Microsoft Learn profile at learn.microsoft.com
• Select Sign in at the top, right corner of any Microsoft
Learn page.
Verify, track, and share your training and certification • Follow the Microsoft account authentication process.
progress and accomplishments—all on one platform • If the account that you have chosen to sign-in with
doesn't already have a Microsoft Learn profile, you’ll
be guided to create one.
• Claim your achievement code for this course and share
you have completed it.
• Access your course material and track progress on your
learning activities.
• Share and verify your Microsoft Certifications via email, on
social networking platforms, and on your résumé.
• Download and print transcripts and certificates.
• Manage your upcoming activities and certification exam
appointments.

www.aka.ms/MyMicrosoftLearnProfile

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 Access your course material
All course content is available on Microsoft Learn

learn.microsoft.com/training/paths/create- This course includes labs:

extend-custom-copilots-microsoft-copilot-studio
• Detailed lab instructions are included
in your lab environment. Please follow
• We’ll go through this content together
the lab order outlined in the lab
and as the course progresses, I will advise environment.
you on which modules to review.
• You can provide feedback for modules on
Microsoft Learn. Find how at the bottom aka.ms/pl7008labs
of each page.

Need help? See our troubleshooting guide or provide specific feedback by reporting an issue.

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Celebrate your accomplishments
and feel empowered
Get your achievement recognized and earn
aka.ms/MyMicrosoftLearnProfile
your badge for completing this course

1. Go to Achievements on your Microsoft Learn profile

2. Redeem the code provided by your trainer
3. Find your new badge on Modules, Courses & More
4. Share your new achievement with your professional
network. You can also download and print your
certificate.

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Become 92%
Microsoft Certified of certified IT professionals feel more confident
in their abilities after earning certifications¹

Get recognized by earning industry validation for Microsoft role-based and specialty certifications
technical knowledge. Ensure you stay current with the require annual renewal.2
necessary skills and expertise for continued success.
Learn about certification renewal at
Start at learn.microsoft.com/credentials aka.ms/RenewYourCert

¹ “2023 Value of IT Certification | Candidate Report,” Pearson VUE, 2023 2 Microsoft fundamentals certifications don’t expire

© Copyright Microsoft Corporation. All rights reserved.

Get ready for your Microsoft Applied Skills credential
Create agents with Microsoft Copilot Studio

Understand the tasks measured by the credential Build confidence in your skills

Tasks
Validate your technical skills and open doors to new
• Build an initial agent possibilities of advancement with Microsoft Applied
Skills
• Manage topics and trigger phrases
Create agents with Microsoft Copilot Studio
• Configure nodes
https://learn.microsoft.com/credentials/applied-
skills/create-agents-in-microsoft-copilot-studio/
• Manage variables and entities

• Configure generative AI Learn about Applied Skills at

https://aka.ms/AppliedSkillsPoster
• Retrieve data from Dataverse

• Deploy the agent

© Copyright Microsoft Corporation. All rights reserved.

Introduction to Microsoft
Power Platform
Microsoft Learn Module

Describe the business value of the Microsoft Power

Platform
https://learn.microsoft.com/training/modules/introduction
-power-platform/
Learning Objectives

• Describe the business value of the Microsoft Power Platform

• Identify foundational components of Microsoft Power Platform

Learning Objective: Describe
the business value of the
Microsoft Power Platform
Explore Microsoft Power Platform

Microsoft Power
Microsoft Power Platform
Platform is composed
of five key products: The low code platform that spans Microsoft 365, Azure, Dynamics 365, and standalone apps.

• Power BI

• Power Apps
Power BI Power Apps Power Automate Power Pages Copilot Studio
Business analytics App development External-facing websites Conversational agents
• Power Automate
Process automation

• Power Pages

• Copilot Studio
AI Builder Dataverse
Describe the business value of the Power Platform

Power platform makes it easy Advantages of Power Platform:

for organizations to address • Cost savings
some challenges: • Increase performance and efficiency.
• High application demand vs. limited • Help organizations build solutions that
resources meet their ever-changing needs.
• Changing workforce expectations
• Increased costs for custom application
development
• Need to become more agile
• Need to scale development efficiently
Explore connectors and Microsoft Dataverse

Connectors Microsoft Dataverse

With Power Platform, data connectors Microsoft Dataverse allows organizations
make working with different data to securely store and manage data used
sources easier. They act as the bridge by your business applications.
between data sources and your app or Benefits of Dataverse:
workflow.
• Easy to manage
• Easy to secure
• Rich metadata
• Logic and validation
• Productivity tools
Describe how Power Platform works with Microsoft 365 apps and services

Power Platform includes multiple connectors that are designed to work with Microsoft
365 services.

Office 365 Outlook

Office 365 Users

Excel

SharePoint
Explore how Power Platform works with Microsoft Teams

All Power Platform components can be

used with Microsoft Teams.
• Power BI for Teams: Share reports, create templates,
and bring Power BI into Teams.
• Power Apps for Teams: Build, edit, and share apps
directly within Teams.
• Power Automate for Teams: Automate tasks within
the Teams environment.
• Dataverse for Teams: Low-code data platform for
app, bot, and flow development.
• Virtual Assistant for Teams: Configure
conversational solutions within Teams.
Explore how Microsoft Power Platform apps work together

Introduction: Example: Equipment Check-Out

• Power Platform can add value to any System:
business by helping you to analyze, act,  Power Apps:
and automate. Build an app with equipment listings, status, and
• Act by building custom apps in Power instructions.
Apps, automate processes based on the Employees can check out equipment via the app.
data you collect in Power Automate, and
 Power Automate:
analyze the data you have collected in
Sends reminders for equipment return.
Power BI.
Tracks equipment bookings.
 Power BI:
Analyzes data to optimize equipment usage and
procurement.
Use Artificial Intelligence to increase productivity

Microsoft’s Copilot uses AI. Copilot can be used throughout the Microsoft Power
Platform. Let’s look at some of the ways Copilot helps organizations move forward.

Simplify app creation: The most basic way Copilot assists organizations is with application building.

Use copilot in Power Apps: By embedding the Copilot control inside canvas and model-driven
applications, you can provide your users with an AI-powered experience.

Copilot in Power Automate: Using the cloud flows designer with Copilot allows you to create
automations.
Get started with Microsoft
Copilot Studio
Microsoft Learn module

Get started with Microsoft Copilot Studio

https://learn.microsoft.com/en-
us/training/modules/power-virtual-agents-bots/
Why Conversational AI

Growing number of Streamlined workforces Higher customer/

communication channels Higher workloads, colleague demands
Need consistent messaging capacity constraints, Greater urgency,
time-starved employees higher expectations, and
decreased satisfaction

Achieve more with automation through conversation

Optimize digital Faster time More time for

workforce to value innovation
 Copilot for Dynamics 365 Copilot for Power Platform

Copilot to assist roles within each Use natural language to accelerate

line of business applications. the development of apps,
automations and pages.

A copilot for every

Microsoft Cloud
experience Microsoft 365 Copilot Copilot for Security

Copilot assistant to accelerate Receive tailored insights that

productivity with Microsoft 365 apps empower your team to defend.
and chat with your data

Copilot for Windows GitHub Copilot

Get answers and inspirations from Increase developer productivity by

across the web, supports creativity helping you write code faster with
and collaboration, and helps you less work.
focus on the task
Copilot stack

AI safety and security

AI orchestration

Microsoft Cloud
Microsoft Copilot Studio

Build your own agent

Create and publish a custom agent for your
organization using the intuitive building experience
enhanced with large language models and
generative AI

Customize Microsoft Copilot

Extend and customize 1st party Microsoft Copilots
with your own enterprise scenarios. Copilot Studio
will be included with the Microsoft 365 Copilot SKU.

Connected platform
Integrates and exposes various Microsoft’s
conversational AI technology stacks - integrated with
Azure AI Foundry, Azure AI Services, Azure Bot
Framework, Power Platforms AI models and more

Manage copilot experiences

Governance and control features to monitor usage
with full visibility of customizations, standalone
agents as well as who is building and customizing
them.
Copilots, agents, and conversational AI

Microsoft 365 Biz Apps & Power Copilots Custom agents

Conversational Experiences Conversational Experiences for Other Microsoft Custom agents and bots
for M365 D365 and Power products Copilots for enterprises and third parties

Microsoft Security
Copilot for Power

Copilot
GitHub…Copilot
Microsoft 365

Copilot for
Copilot for

Enterprise
Platform
Copilot

Custom
Service

Copilot

agents
Sales

Windows
Microsoft Copilot Studio
Extend and customize 1st party copilots | Build custom agents

Bot Power
Bot Service Azure AI Azure AI
Framework Platform AI Builder
Channels Foundry Services
/ SDK Connectors
Copilot Studio Architecture
Dynamics 365 & Data Loss
Microsoft Entra Azure Bot Framework Skill Azure OpenAI
other contact Prevention
ID Bot Service Azure AI Search
Bot Framework Skill
centers Policies
Environment
Channels

Azure Conversational
Language
Understanding (CLU) Generative Answers, SaaS
(optional) Actions, and Builder

Entity Custom Escalate

Question
Cloud Flow
Entity Custom answering
Custom Topic

Connectors & HTTP Requests

Entity Entity Cloud Flow
Custom Topic
Entity Entity Cloud Flow

Custom Topic
Entity Entity AI Builder

Plugin Action
Dynamic chaining:
LLM-based multi-intents
recognition (optional) System Topic

+ many more Analytics

1000+ Prebuilt
Data Connectors

Solution

RBAC Microsoft Dataverse ALM

Create agent with E2E SaaS and single pane of glass

Chat over knowledge with

Generative AI
Conversational Services Use generative answers and custom
Integrate with Azure AI GPTs to provide enterprise specific
Foundry, answers over your files, websites,
Azure AI Services, Bot and internal shares
Framework and more

Create specific topics

Monitor and Improve Supplement generative answers
with Rich out-of-the-
Copilot Studio with specific, curated topics. Build
box telemetry and Build your own agents them easily with the powerful
analytics graphical studio

Actions & Plugins

Publish the copilot to Create actions , plugins, or use
multiple channels, live pre-built Power Platform and
instantly on the SaaS service OpenAI connectors to call your
backends and APIs
Copilots, agents, and conversational AI

Microsoft 365 Biz Apps & Power Copilots Custom agents

Conversational Experiences Conversational Experiences for Other Microsoft Custom agents and bots
for M365 D365 and Power products Copilots for enterprises and third parties

Microsoft Security
Copilot for Power

Copilot
GitHub…Copilot
Microsoft 365

Copilot for
Copilot for

Enterprise
Platform
Copilot

Custom
Service

Copilot

agents
Sales

Windows
Microsoft Copilot Studio
Extend and customize 1st party copilots | Build custom agents

Bot Power
Bot Service Azure AI Azure AI
Framework Platform AI Builder
Channels Foundry Services
/ SDK Connectors
Customizing Copilot
Copilot Studio
Internal custom Customer Extend Microsoft 365
agents facing Copilot
copilots

Natural language
World Class UX Declarative Rich Response Intuitive Ease of use
to build

Logic + Low code Generative Answers

Power Automate Custom Azure Skills
Automation logic + Actions

Bring your own Model

Next-Gen AI Prebuilt LLM Generative AI Proactive suggestions
(BYOM)*

Connected
Microsoft Copilot Power Platform 1000+ Connectors Azure AI Foundry
experience

Copilot Lifecycle Test Pane Collaboration Solution Management ALM Automation

Security +
Trusted identity Full visibility Advanced RBAC Granular DLP control
Governance

Microsoft’s end-to-end copilot building platform

 Build copilots that work for you
in your industry… …and department

Manage Change my trip Customer Service Finance HR

Travel and Transport bookings dates Reduce call volume for Save time by automating Improve employee
quick resolutions budget and expense approvals satisfaction and retention
Lead
Professional Services generation Get a quote
Request Describe Update tax Submit Sign up for Book time off
a refund your issue information expenses healthcare
Public Get childcare for approval plan
Government programs assistance
Support Centralized Budget Leave and
Payroll Benefits
tickets FAQs requests absence
Manage I want to make
Retail orders an exchange

Submit health
Healthcare Claims
insurance claim IT Operations Sales and Marketing
Optimize employee Improve efficiency by Increase up-sell and
Manage troubleshooting digitizing paper processes conversion opportunities
Financial Services accounts
Report lost card

Reset my Refresh Find case file Check order You’re Update

How to get password my laptop delivery times eligible for a your email
Education Admissions
financial aid? free upgrade! preferences

Support Equipment Find Manage

Manufacturing Supply Check stock services requests documents inventory Upselling Email

Use cases

• Sales help and support issues • Public health tracking information.

• Opening hours and store information. • Common employee questions for businesses.
• Employee health and vacation benefits.

© Copyright Microsoft Corporation. All rights reserved.

What is Copilot Studio?
Choosing a development tool
Copilot Studio

• Low-code development tool for creating agents using

Power Automate and extending Microsoft 365 Copilot
• Fully managed, hosted SaaS service
• Dialog and conversational orchestration
• Built-in analytics with security and
governance controls
• Deploy to common chat channels like web, apps, social
channels, and Teams
What is Copilot Studio?
Why use Copilot Studio?

Quick Deployment Empower SMEs

Agents can be created and embedded into your Subject Matter Experts (SMEs) can create agents
website with just a few clicks. quickly and easily using an intuitive, code-free
graphical interface.

Natural conversations Take action

Enable users to have rich conversations which Take actions to resolve issues with easy
help to guide them to the right solution with no integration with services and back-end systems.
need to re-train AI models.

Generative AI Monitor and improve agent performance

By leveraging large AI language models, you can Easily see which topics are doing well, where the
significantly reduce the amount of time it takes to agent can improve, and quickly adjust and
build an agent. improve performance.
What is Copilot Studio?
Key concepts

Predefined paths that Data sources searched by Automated tasks that can
orchestrate the flow of generative AI to create be initiated by an agent
conversational dialogs relevant responses

Topics Knowledge Actions

Deployment options for Metrics and data to assess

making your published agent performance and
agent available to users user satisfaction

Channels Analytics
Get started working with
environments
Get started with Microsoft Copilot Studio
Create environments

Default environment Adding more environments Microsoft Power Platform

admin center
• Default environment created • Add more environments for
when signing in. different regions. • For more information, see
• Agents created in the • Organizational needs or creating environments.
default environment. other circumstances. • Establish environments for
• Specify otherwise to create • Use Microsoft Power each region.
agents in different Platform admin center. • Use and store data for
environments. customers in that region.
Environments in Microsoft Copilot Studio

• Environments help manage and share business data,

including agents, apps, and flows, effectively.
• Environments can have different roles, security
requirements, and target audiences.
• Organizations may decide to align their environment
strategy by departments or by location.
• Global companies need multiple environments for data
privacy.

© Copyright Microsoft Corporation. All rights reserved.

Understanding Default Environments in Copilot Studio

• A default environment is created upon signing in for the

first time.
• All subsequent agents are created in the default
environment unless specified otherwise.
• Additional environments can be added for various needs
and regions.
• Manage your environments in the Power Platform admin
center.

© Copyright Microsoft Corporation. All rights reserved.

What is Copilot Studio
Creating an agent

Select the environment in which

to create the agent

Describe the desired agent

features and capabilities in a
chat interface

or
Select a template for common
agent implementations
Working with Topics
Topics and Triggers

• Topics define dialog flows for agent interaction

• They are initiated by triggers, which can be user input or events such as errors

Greeting Check Weather Goodbye Error

Trigger: Trigger: Trigger: Trigger:
“Hello” “What is the “Perfect! Have a An error occurred
weather today?” great day”
Message 1: Message:
“Hi I’m a Virtual Message: Message: “I’m sorry.
Agent.” “I can help you with “Thanks for Something went
that.” chatting with me. wrong.”
Message 2: Bye!”
“How can I help Question:
you?” “What city do you
live in?”
Working with Topics
Defining the topic flow

Use the visual design canvas to define topic flows by

connecting nodes. Common node types include:
• Trigger: Phrase or event that initiates the topic
• Message: Send a message to the user
• Question: Ask the user a question and assign the response
to a variable
• Variable management: Set, get, or reset variable values
• Conditions: Create a conditional branch in the flow (based
on a variable)
• Topic management: End a topic, redirect to a different
topic, or transfer to an external system
• Actions: Call an action to perform an automated task
Working with Topics
Custom and System topics

Custom Topics System topics

Define the conversational dialogs Handle system events. For example:
supported by your agent. For example: • Conversation Start (triggered when a new
• Greeting (triggered by phrases like “Hello” or conversation starts)
“Hi”) • Fallback (triggered when user input doesn’t
• Goodbye (triggered by phrases like “Goodbye” match any triggers for custom topics – known
or “Bye”) as an unknown intent)
• Thank you (triggered by phrases like “Thanks”) • Escalate (triggered by a request to talk to an
• Lessons (predefined topics to help developers agent)
learn about topic development) • Reset Conversation (triggered by a redirection
• Other topics you create from a custom topic)
• On Error (triggered by an error)
Working with Topics
Using a Fallback topic
Custom topic
(triggered by phrase)

Input matches
a trigger in a Yes
User input custom topic?

No Fallback topic
(triggered by unknown intent)
Escalate topic
(triggered by redirect)

Fewer than 3 Handoff to a

Yes attempts to No human operator
rephrase?
Enhancing productivity with
Generative AI
Get started with Microsoft Copilot Studio
Enhancing productivity with Generative AI

Generative AI provides multiple opportunities to enhance productivity.

Copilot Studio leverages generative answers in various ways.

Access generative AI capabilities from the Settings menu in Copilot Studio.

Using Generative AI in Copilot Studio

Use generative answers as a fallback Insert generative answers into Topics Use Copilot to create agents and
topics

• Use generative answers when an • Integrate generative answers into • Copilot builds agents and topics
agent can't find a relevant answer. topics using the generative answer based on brief descriptions.
• Reduces the need for manual topic node. • Simplifies the creation process.
creation. • Enhances topic relevance and
accuracy.
Using Generative AI
The Create Generative Answers node

Use a Create Generative Answers node to

get a response from a large language model
Configure behavior with:
• Knowledge sources: Base generative AI
responses on specific data or general knowledge
from the web
• Content moderation: Set a balance between
relevance and creativity in the response
• Prompt customization: Specify instructions to
add to the prompt
Using Generative AI
Adding knowledge

• By default, generative answers are based

on information available on the web
• Add custom knowledge sources to
ground generative AI responses in
relevant data
• Configure Create Generative Answers
nodes to use specific knowledge source
• Optionally, fallback to “general” knowledge
from the web
Use generative answers in all supported languages
Example of handling other languages
Using Generative AI
Enabling Generative AI for intent recognition

Configure Generative AI settings to

switch from classic intent recognition to
use generative AI
• Triggers are automatically selected by the
agent
• Create Generative Answer node and
Conversational Boosting topics work in
either mode
• Generative AI is required for automatic
triggering of Actions
• Actions can be initiated in Topics in either
mode
Using Generative AI
Using public websites

URLs redirecting to another Websites that requires URL can have up to two
top-level site are not authentication or not levels of depth
supported indexed by Bing cannot be
used.
A trailing forward slash, however, is
For example, if www.fabrikam.com allowed
redirects to For example, an internal site that
www.contoso.fabrikam.com, your require authentication like For example:
agent will not generate responses fab.visualstudio.com/project/_wiki www.fabrikam.com/retail/stores/
cannot be used.
Not:
www.fabrikam.com/retail/stores/us
Using Generative AI
Using documents

• Documents can be uploaded as a knowledge source for generative AI

• Documents are stored securely in Dataverse, and indexed for efficient search
• Document contents are visible to all agent users
• File size is limited to a max of 512 MB per upload
• Text-based files are recommended. Image, audio, video, and executable files are
not supported
Lab scenario

Scenario

Create an agent using • You recently joined Contoso Real Estate as a Microsoft
Microsoft Copilot Power Platform consultant. You’ve been asked to help the
Studio to support a company’s IT team create a custom agent application that
scenario for a will assist with bookings.
fictional company • Currently, Contoso Real Estate is using Dataverse to
manage their customers, and they would like to expand it
to help manage the real estate properties they're selling.
• By the end of this lab, you have a working solution that
validates your knowledge of concepts covered in PL-7008:
Create agents in Microsoft Copilot Studio .
Practice Lab

Lab 0: Lab Setup

Prepare for the

labs

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