Copilot Studio Agents: Escalate to Human Queue! & Entra Approvals with Teams, Adaptive Cards, & AI!

Fed up with clunky IT helpdesk processes and never-ending approval chains? Discover how to harness the power of Copilot Studio Agents to craft intelligent, automated workflows that meet users where they work and drastically simplify IT Escalation and Entra Permissions management.

🚀 Use Case 1: IT Escalation Queue (Chat to Human seamlessly!)
We'll show you how to go beyond basic chatbots and create a sophisticated queuing method that transforms the staff support experience.

Adaptive Cards Revolution: No more writing 'War and Peace'! The agent uses Adaptive Cards within Microsoft Teams to gather necessary, structured information effortlessly, making life a doddle for the staff member seeking assistance.

Live Queuing in Teams: Staff will see a single, constantly updated Adaptive Card showing the current queue and people waiting for a helping hand—full transparency without even leaving Teams.

Seamless Hand-off: When an IT representative accepts the request, the Copilot Agent automatically connects the human staff member and the human IT bod via a new chat in Teams.

Clever ITSM Integration: While the humans are having a natter, the agent works behind the scenes, seamlessly managing all communications and updating the necessary ticket details into your ITSM solution (e.g., ServiceNow, etc.).

🔒 Use Case 2: Entra Permissions & Self-Service Approvals
Learn how to use Copilot Studio to manage self-service requests for access to systems, data, groups, and role changes with built-in governance.

Human-in-the-Loop (HITL): See how AI and Humans come together to get their heads around and then allow/deny access requests, ensuring secure and smart decision-making.

Meet Users Where They Work: Don't force users into a single portal! The agent can push approval requests and messages to 3rd party tools like Slack, meeting users even outside the Microsoft stack.

🛠️ Key Technologies Showcased:
This video dives deep into the tech that makes all this possible:

Copilot Studio Agents: The brains of the outfit, managing conversational flow and complex instructions.

Power Platform (Power Automate): The muscle connecting Teams, ITSM, and external systems.

Adaptive Cards: Creating rich, actionable, and constantly updated UI elements inside Teams.

Topics & General Instructions: How to structure your agent for reliable, multi-step workflows.