Build a D365 CE customer support agent in Copilot Studio -End to End – YouTube

In this video, we build a complete AI-powered Customer Support Agent using Microsoft Copilot Studio and Dynamics 365 Customer Engagement. Starting from an already created agent, we walk through the entire conversation flow – from understanding a customer’s issue using Knowledge Articles to automatically creating a Case in Dynamics 365.
 
You’ll learn:
✅ How to structure a support agent using Topics
✅ How to capture customer issues using Question nodes
✅ How Generative Answers use Knowledge Articles to respond intelligently
✅ How to branch conversations using Conditions
✅ How to collect customer details with different entity types
✅ How to query Products and Contacts using Dataverse actions
✅ How to publish your agent and deploy it across different channels
 
Whether you’re a Dynamics 365 CE Consultant, Power Platform Developer, Solution Architect, Business Analyst, or someone learning Microsoft Copilot Studio, this end-to-end walkthrough will help you understand how to build real-world AI support agents using native Copilot Studio capabilities.
 
Table of Contents:
00:00 Introduction
00:32 What This Support Agent Does
01:00 Business Scenario
02:20 Prerequisites
02:57 Create agent
18:20 End-to-End Live Demo
22:12 Outro
 
Subscribe for the next video: “Copilot Studio Topics vs Generative AI – when to use each”
 
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