I Built an AI IT Help Desk in Copilot Studio

Can Microsoft Copilot Studio help with real IT support questions—and know when it is time for a human? In this hands-on demo, I build an IT Help Desk agent, work through its instructions and knowledge sources, design support topics, test conversations, and examine escalation and security guardrails. You'll see how an agent differs from a workflow, what trusted knowledge changes, why conditions matter, and what an AI support handoff really looks like. Chapters 00:00 Introduction and Support Scenario 00:28 Agent vs. Workflow 01:11 Configure the IT Help Desk Agent 02:43 Add Trusted Knowledge 03:53 Instructions and Capabilities 05:30 Create Support Topics 06:55 Test the Agent 08:35 Collect Support Details 09:45 Conditions and Escalation Paths 11:05 Security and Authentication 12:17 What the Agent Really Did For more practical Microsoft 365, identity, cloud security, automation, and AI tutorials, subscribe to Modern IT with Jorge. #MicrosoftCopilotStudio #AIAgents #Microsoft365