What is the contract termination procedure, when is enhanced customer due diligence required, who approves an exception: staff ask colleagues in Teams or search old versions in SharePoint libraries. The assistant in Teams answers with a quote and a link to the current document, and if there is none, it says so.
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A financial firm has dozens of documents in force: general terms of service contracts, product rules, anti-money laundering procedures, a complaint handling procedure, an internal control policy. They are kept in SharePoint across several libraries, and some old versions still sit in employees' OneDrive and Outlook attachments. A new relationship manager who gets a question about an early termination fee asks a colleague in Teams, the colleague answers from memory, and the answer sometimes matches last year's version. The compliance department gets the same question about enhanced due diligence thresholds every week, and a note with the wrong term stays in the customer record in Dynamics 365.
The Copilot Studio agent runs in your Microsoft 365 tenant as a chat in Teams. An employee asks a question, the agent searches only approved SharePoint libraries that the employee can see under their Entra ID permissions, and answers with a quote from the document, the clause number and a link to the current version. If the question concerns a specific customer, the agent names the procedure and the responsible department but does not make the decision. If the topic is not covered in a document, the agent says it has no answer instead of guessing. Document owners control which libraries are included, and outdated versions do not enter search. Data stays in your tenant, is not used to train the model, and questions and answers are logged where the compliance department can see them.
Four steps from input to a record in your system, with human approval wherever there is risk.
An employee writes to the agent in a Teams chat in plain language: when enhanced customer due diligence applies, what the termination period is for a business customer, who approves a limit exception. The agent may ask which product or customer segment the question is about, and it directs a question about a specific customer to the procedure, not to Dynamics 365 data.
The agent searches only the SharePoint libraries that document owners have included, and only the files the employee can open under their Entra ID permissions. Drafts and archived versions are marked with metadata and do not enter search, and copies in OneDrive and Outlook attachments are not indexed.
In the answer, the employee gets a quote from the document, the clause number and a link to the current version in the SharePoint library. If the topic of the question is not covered in the approved documents, the agent replies that it has no information and names the department to contact. The decision about the customer is still made by the employee, who records it in the CRM themselves.
In the log, the compliance department sees which questions the agent could not answer and fills the gaps in the documents. When a contract or procedure is updated in SharePoint, the agent sees the new version within a few hours and the old one disappears from answers. We maintain the agent settings and the list of libraries.
An agent in your Microsoft 365 tenant, available in a Teams chat to all employees or to specific groups by Entra ID.
SharePoint libraries of approved documents with version and validity metadata, so that only documents in force reach the answers.
A log of questions, answers and unanswered topics in your tenant, showing which documents are missing or unclear.
Training for document owners and employees, and maintenance of the agent settings and the SharePoint library list after launch.
Copilot Studio agent in Teams with search across approved SharePoint libraries in your Microsoft 365 tenant. If some documents live in Dynamics 365 or another system, we bring them in through an API, a file export or an email flow, depending on the version. Learn more about this service and its limits on the service page.
No. The agent works with the employee's Entra ID permissions, so it sees only the SharePoint files the employee could open themselves. Documents of the management or risk committee stay invisible.
Yes, but first we move the approved documents into SharePoint libraries with metadata, which is the most reliable source for the agent. We bring in documents from Dynamics 365 or a file server through an API, a file export or an email flow, depending on the version, and we choose the method after a check.
No. Copilot Studio runs in your Microsoft 365 tenant under Microsoft's commercial terms, and your documents and conversations are not used to train models. The log stays in your tenant.
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Complaints arrive in a shared Outlook inbox, ICT incident reports come from monitoring and Teams, and deadlines run from receipt.
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