Designing and Configuring Copilot Agents

This unit guides learners through selecting agent templates and building a functional Copilot agent (using the Citizen Services template) while integrating forms and CRM systems and configuring operational settings. Students will compare autonomy models, prepare agents for domain-specific scenarios (contact center, public sector, HR), and implement deployment considerations including CI/CD and run-as user configuration.

Learning Objectives

• Analyze prerequisites and template options to select an appropriate agent template for a given domain-specific scenario
• Apply configuration steps to build and customize a Citizen Services agent, including Microsoft Form and Salesforce Sales Cloud integration and setting a Run as user
• Demonstrate CI/CD pipeline components and procedures to prepare an agent for deployment in contact center, public sector, or HR environments
• Evaluate autonomous versus semi-autonomous agent architectures and justify suitable use cases, security implications, and operational controls