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Self-Help

  • Článok

Publisher: Microsoft

Enhance customer service workflows and optimize operations with the prebuilt Self-Help Agent. This agent retrieves active complaints from your customer relationship management (CRM), suggests next steps aligned with company policies, drafts email responses, and updates record statuses.

Note

This agent currently integrates exclusively with ServiceNow, with support for additional data sources coming soon.

Prerequisites

  • Microsoft Teams account (preferred platform)

  • Microsoft 365 Business or Enterprise plan with Teams & Microsoft 365 Copilot or Microsoft Copilot Studio license

  • ServiceNow account

    • The Customer Service Management (CSM) plugin (com.sn_customerservice) should be installed in the ServiceNow instance.

    • The Knowledge API (sn_km_api) app should be installed.

Note

Support for extending this agent to M365 Copilot is coming soon.

Integrate with ServiceNow during installation

  • Go to the Actions section, which is found within the Agent Overview tab, and configure the connection for the following ServiceNow action.

    Screenshot showing steps to configure a connection for a ServiceNow action.

You can connect to your ServiceNow instance by using Basic Authentication under Authentication Type with your credentials.

Capabilities

  • Retrieve cases from ServiceNow

  • Assign cases to self

  • Generate case summaries

  • Get recommended next steps based on case history, customer communication, and applicable company policies

  • Draft response to customer

  • Update case status

Note

We recommend you disable the configuration that allows the agent to use its own general knowledge.

Use cases

  • A customer service representative is overwhelmed with the number of incoming complaints. They can use the Self-Help agent to automatically retrieve active complaints from their CRM and receive recommendations on the next steps based on company policies. With this information, the customer service representative can resolve issues faster and maintain consistency across responses.

  • A customer service team lead is facing a drop in first contact resolution (FCR) rates for complex issues. They can use the Self-Help agent to streamline the resolution process by receiving summaries of relevant case details and company policies. With this information, they can diagnose and solve issues during the first interaction, improving customer satisfaction.

Extension opportunities

  • Configure your preferred knowledge source within Copilot Studio.

  • Fine-tune the custom instructions to change the personality of the agent.

Limitations

AI-generated content can have mistakes, so don't forget to make sure it's accurate and appropriate. Review the Supplemental Terms.