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Self-Help Agent

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Publisher: Microsoft

Enhance customer service workflows and optimize operations with Self-Help Agent. This solution 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.

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 should be installed in the ServiceNow instance.

    • The Knowledge base plugin should be installed.

Integrate with ServiceNow

During initial configuration of Self-Help Agent, in the Connect your data section, select the vertical ellipsis in the ServiceNow row, then select Edit to configure the ServiceNow connection.

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

Use cases

  • A customer service representative is overwhelmed with the number of incoming complaints. They can use Self-Help Agent to automatically retrieve active complaints from their CRM and receive recommendations on the next steps based on company policies. This helps the customer service representative 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 Self-Help Agent to streamline the resolution process by receiving summaries of relevant case details and company policies. This enables them to 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

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