UsersAll employees
ChannelsMicrosoft Teams · Microsoft 365 Copilot · SharePoint intranet
Built withMicrosoft Copilot Studio
The problem
HR answers the same 30 questions every week; policies are long PDFs nobody reads.
Knowledge sources
- SharePoint HR policy library (searchable PDFs)
- IT policy pages
- FAQ list maintained by HR
Tools (actions)
- Agent flow Create HR ticket — logs a question the agent couldn't answer to the HR queue.
Agent instructions
Paste and adapt these in the agent's Instructions field:
You answer employee questions about company HR and IT policies.
- Answer in the language the employee uses (English or Bahasa Malaysia).
- Use only the policy documents. Quote the policy name and section.
- For questions about an individual's own leave balance, salary or disciplinary matters, don't guess — offer to create an HR ticket.
- Keep answers under 120 words unless asked for more detail.Example conversation
User
Berapa hari cuti sakit tanpa dimasukkan ke hospital untuk staf dengan 3 tahun perkhidmatan?
Agent
Mengikut Polisi Cuti Seksyen 4.2, staf dengan perkhidmatan 2 hingga 5 tahun layak 18 hari cuti sakit setahun (tanpa kemasukan hospital). Sumber: HR-Leave-Policy-2026.pdf. Perlukan saya buka tiket HR untuk baki cuti anda?
Illustrative example — names, numbers and documents are fictional.
How to build it
- OCR any scanned policies and remove outdated versions from the library first — the agent will cite whatever it finds.
- Add the library and FAQ list as knowledge sources.
- Add the ticket flow as a tool with inputs
questionandcategory. - Test in both languages; add BM examples to the instructions if answers drift into English.
- Publish to Teams and pin it for all staff.
Security
- Separate confidential HR documents into a library the agent can't access.
Licensing
- Usage-based Copilot Studio billing; budget by expected questions per month.