Introduction
Scenario
Imagine you're a maker at Contoso, a mid-sized company whose IT support team handles dozens of incoming requests each day by email. Every time a support email lands in the team's shared inbox, someone has to act on it manually. They look up the sender and check for any existing support tickets, create a new ticket in ServiceNow, send a confirmation email to the user, post an update to the IT channel in Microsoft Teams, and log the ticket in Dataverse. That's five steps, every time, for every request. When requests pile up, so do the delays and the missed details.
This module shows you how to eliminate that repetitive overhead using agent flows in Microsoft Copilot Studio. Agent flows are deterministic, event-driven sequences that run automatically when a trigger fires—no manual intervention required. You define the steps once, and Copilot Studio executes them reliably and consistently, every time the workflow is triggered.
Note
Microsoft Copilot Studio has introduced a new experience with updated features, capabilities, and navigation. This module is based on the classic experience. For more information, see Classic vs. new agent experience.
What you'll learn
This module covers the end-to-end process of building and operating an agent flow, from identifying the right automation candidates and creating a flow, to configuring connectors, applying control logic, and monitoring performance in production. The IT support scenario appears throughout as a concrete reference.
Goal
By the end of this module, you'll be able to apply the skills you gain to automate business processes using agent flows in Copilot Studio.