Deploy the Copilot Learning Center

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You trained users on co-pilot and your ticket queue got longer.

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Fascinating, you gave them decks, office hours, even a Q&A.

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They left smarter for 24 hours and then promptly asked which co-pilot do I use.

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Again, here’s the truth.

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Training isn’t a meeting, it’s a system.

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If you don’t deploy an evergreen,

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governed learning center,

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you’re funding a help desk cosplay.

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In the next few minutes, I’ll show you the model that cuts tickets,

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kills shadow docs, and centralizes governance.

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You’ll get architecture, a deployment blueprint,

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and the KPIs that prove it’s working.

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No live demo, real operations.

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Why your training fails for co-pilot?

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Okay, so basically, you’re running a static training program against a moving target.

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Co-pilot changes weekly, your slides don’t,

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users forget, co-pilot doesn’t, that mismatch is the root cause.

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You trained for a product, you got a behavior engine,

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and yes, that matters.

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Here’s what most people miss.

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Traditional adoption plans assume a linear skill path.

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Beginner, intermediate, advanced.

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Co-pilot isn’t linear, it’s conversational, context dependent,

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and utterly sensitive to data boundaries and prompt quality.

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Teach once and you’ve taught nobody.

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Teach inflow and you’ve covered 80% of daily confusion before it becomes a ticket.

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The average user fallacy makes it worse.

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When you optimize for the least prepared,

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you create lowest common denominator chaos.

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You water down prompts, hide nuance, and strip governance until it’s harmless,

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and useless.

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The result?

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Two groups.

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Power users who ignore you and build their own shadow practices

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and confused users who escalate loudly.

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Let’s name the tickets you keep seeing.

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Number one, where do I start?

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That’s a discovery failure.

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Number two, which co-pilot?

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Outlook, word, teams, graph grounded studio build.

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Users think co-pilot is one thing.

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It’s multiple surfaces and agents with different abilities and risks.

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Number three, is this safe?

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Translation?

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You never surfaced data boundaries, transcript policies,

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or approved connectors where the user actually works.

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Number four, why did it answer that?

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That’s a prompt pattern problem,

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plus retrieval context, not a co-pilot is wrong issue.

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Enter the shadow training economy.

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Dex and teams, PDFs and chats,

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Wiki pages with heroic titles like Ultimate Co-Pilot Guide V7 Final Final,

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no version control, no ownership, no retirement policy.

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The second you publish your official guidance,

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five unofficial copies spawn like Gremlins’ After Midnight.

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Now search returns contradictions,

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and your single source of truth is a folktale.

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Cost of confusion, increased tickets, inconsistent outputs,

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data risk, and my favorite,

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executives questioning license spend because we aren’t seeing ROI.

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Your burning time, teaching prompt basics,

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repeatedly while rogue agents multiply in unmanaged environments.

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That’s not adoption, it’s entropy.

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Here’s the weird part, you try to fix this with quarterly webinars.

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Users don’t need scheduled lectures, they need answers where the question happens.

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In word, in teams, besides the compose box,

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if the guidance doesn’t live inside the tools or at least one click away,

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it might as well be in a museum.

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Everything clicked when I realized co-pilot adoption is an information architecture problem

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wearing a training costume.

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You’re mopping the floor answering tickets while the valve above is still

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leaking, fixed the valve, built an evergreen governed center that is tenant-aware,

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versioned, and findable.

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Then point everyone to it, relentlessly.

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In other words, stop pushing knowledge.

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Make it pullable, purposeful, and provably current.

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That means canonical pages with freshness badges,

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approved prompt patterns that explain why they work,

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and decision trees that root which co-pilot are.

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In under three clicks, it means surfacing transcript

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and privacy policy before someone dumps sensitive content into the chat and blames the tool.

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The simple version is this.

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If your training isn’t a system with ownership, life cycle, and telemetry,

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it will decay into folklore.

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And folklore scales beautifully into tickets.

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We’re going to replace folklore with a governed co-pilot learning center

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that answers questions before they exist, deflects intents,

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and eliminates the oxygen that shadow training needs to survive.

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Now let’s build the thing you should have started with.

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What the co-pilot learning center actually is architecture.

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Okay, so basically this isn’t a sharepoint side with some links.

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It’s a governed tenant-aware hub that centralizes co-pilot know-how, artifacts,

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and safe usage patterns, and then makes them unavoidable.

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It’s the spine of co-pilot adoption, not content decoration, structure.

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Think of it like an airport, not a bulletin board,

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gates, security, signage, and air traffic control.

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People move because the system roots them.

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Enter the center, a modern sharepoint hub for the terminal,

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SPFX webparts for the gates, PNP modern search for the signage,

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and a governance layer for yes security.

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You don’t visit it, you operate through it.

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Foundation first.

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Modern SharePoint gives you a fast responsive canvas with native team’s integration.

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We use a hub site, so every child site inherits navigation, theme, and governance.

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That hub hosts three core areas, learn, do, and govern.

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Learn is curated knowledge, do is the prompt and agent directory.

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Govn is policy upfront where users actually see it,

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not buried in compliance archaeology.

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Now the components.

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SPFX webparts do the heavy lifting,

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directory cards for co-pilot studio agents,

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role-based prompt galleries, and context panels that show environment scoping.

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Why SPFX?

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Because it’s tenant-aware, fast, and deploys across SharePoint team’s tabs

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and Viva connections without iFrames.

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You want one code bundle that shows up everywhere.

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That’s called efficiency, which the average user rarely rewards you for.

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But leadership does.

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Discovery is where projects live or die.

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We implement PNP modern search as the Findability Engine.

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Taxonomy matters.

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Tax for surface, word, outlook, teams, graph,

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function, summarize, generate, analyze, role, sales, finance, HR,

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and risk, internal external regulated.

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Scopes are all my team and org,

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so a seller sees approved prompts for their role first,

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not a random deck from 2023.

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Result templates, render cards with freshness badges,

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owner, and last audited, so trust is visible.

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Content sources aren’t a mystery grab bag.

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We aggregate Microsoft Learn and Viva learning feeds into learn

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with clear provenance labels,

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official community internal,

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community pathways are allowed, not authoritative.

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Internal SOPs and role guides get lifecycle rules,

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draft peer review, publish retire,

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monthly refresh cadence with audit trails,

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if it doesn’t have an owner and an expiry date,

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it doesn’t go live.

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You’re welcome.

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The AI file directory is your single source of truth

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for copilot, surface assets, and studio agents.

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Each entry is an object with fields,

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owner, environment, data policies, connectors,

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purpose, what good looks like, and red lines,

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include usage notes and telemetry links,

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added try button for safe sandboxes,

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and a request access flow that routes through our back,

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not wishful thinking.

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Governance isn’t a footer, it’s the front door.

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Surface transcript retention, privacy policies,

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and data boundaries on every relevant page,

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via a header component.

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Approved connectors are listed with tooltips,

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allowed conditional blocked.

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Show examples of disallowed asks in red text.

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No one reads policy, everyone remembers a vivid,

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don’t do this example.

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The truth, fear, precisely applied, is a marvelous control.

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Just in time matters.

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Use Viva connections to pin the center into teams,

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add deep links next to compose boxes,

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help me write safely that opens roles,

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specific prompt patterns with copy and run buttons,

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context pages embed directly in teams channels.

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If a user has to leave their flow to learn,

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they won’t, then they’ll file a ticket,

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then you’ll complain, we can avoid all three,

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evergreen is non-negotiable.

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Set a content lifecycle, monthly refresh waves,

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version badges, and auto-retire rules.

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SPFX shows freshness status inline,

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reviewed 12 days ago versus stale, 94 days.

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Owners get nudges, stale pages get demoted in search.

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Shadow training dies when canonical pages outrank everything else

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and stale links redirect home.

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Ownership is explicit, each page has a named owner,

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a backup, and an SLA.

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Changes are logged, users can see what changed

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without a scavenger hunt,

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that transparency buys trust, which buys deflection.

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In other words, centralize before you evangelize,

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you can’t govern what you can’t see,

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and you can’t scale what you can’t find.

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Build the airport, then the planes, your users,

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actually land where they’re supposed to.

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How it fixes tickets and shadow training mechanics?

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Okay, so basically we stop answering random questions

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and start deflecting intents.

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Ticket volume drops when users can map what I want

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to where I click without opening Outlook to beg it.

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We do that with three levers,

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intent mapping, canonical answers, and visible freshness.

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Intent mapping first, tie your FAQ to actual queries,

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not what you think users ask.

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Pass the search logs and tickets into four routes.

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Start, which co-pilot is it safe and why that answer?

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Each route has a landing page with two assets,

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a decision tree and a prompt exemplar.

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Decision tree chooses path in under three clicks.

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Prompt exemplar shows what good looks like

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and the anti-pattern beside it.

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Users don’t need theory, they need contrast.

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Which co-pilot becomes a guided choice?

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Surface, role, data sensitivity.

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Three toggles.

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The page updates live, use teams for meeting notes,

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Outlook for triage, word for long form,

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and use the studio agent when you need line of business context

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with approved connectors.

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And yes, it spells out when not to use anything

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because do nothing is sometimes the safest action.

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Just in time, guidance kills the where is that deck?

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Behavior.

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Embed context pages in teams add a help me write link

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near compose surfaces that opens a role-based prompt

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with copy and run.

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Not just the prompt, also the why it works note.

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It sets intent, scope, and constraints.

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It names data sources, it avoids leading instructions.

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Underneath the red box, don’t do this with attempting

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but unsafe example, you’re welcome.

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The prompt library is opinionated.

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Every approved prompt has four fields.

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Purpose anatomy, variations, and failure modes.

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Purpose is the one line job.

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Anatomy labels each clause so users can remix without breaking it.

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Variations show tone or role tweaks,

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failure modes explain why it went weird.

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Ambiguous verbs, missing context, hallucination traps,

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plus the quick fix.

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Copy and run buttons respect role and data boundaries.

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If you don’t have access, you see the request access path,

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not a 403 surprise.

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Shadow training dies when canonical answers outrank

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everything else and stale content self-destructs.

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We do both, canonical pages get hub level priority

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and search boosting, legacy links get redirected

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into the relevant canonical page with a banner.

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This resource was archived, here’s the current guidance.

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Sidewikies, they don’t get deleted, they expire.

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Auto-expire rules flag and demote anything

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without a current owner or review.

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You can keep your hobby blog, it just won’t mislead people at scale.

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Ownership clarity prevents who maintains this.

246
00:09:57,920 –> 00:10:00,400
Theater, every page shows owner, backup,

247
00:10:00,400 –> 00:10:02,000
SLA and freshness.

248
00:10:02,000 –> 00:10:03,120
The badge is blunt.

249
00:10:03,120 –> 00:10:05,120
Green, reviewed 30 days,

250
00:10:05,120 –> 00:10:07,840
Amber 3190, red stale 90,

251
00:10:07,840 –> 00:10:10,080
tickets triggered from a red page route to the owner

252
00:10:10,080 –> 00:10:11,200
with a nudge to refresh.

253
00:10:11,200 –> 00:10:13,520
Users see the same badge, so they trust green,

254
00:10:13,520 –> 00:10:15,440
question Amber, and avoid red.

255
00:10:15,440 –> 00:10:17,840
That transparency deflects, is this still current?

256
00:10:17,840 –> 00:10:19,120
Emails before they exist.

257
00:10:19,120 –> 00:10:21,680
Safety scaffolding is not a PDF, it’s everywhere.

258
00:10:21,680 –> 00:10:24,080
Data boundaries sit at the top of decision pages.

259
00:10:24,080 –> 00:10:26,240
Approved connectors list allows conditional

260
00:10:26,240 –> 00:10:27,840
and blocked with reason codes.

261
00:10:27,840 –> 00:10:30,400
Transcript retention policy appears before the first chat,

262
00:10:30,400 –> 00:10:31,760
not after a breach.

263
00:10:31,760 –> 00:10:34,000
Redline examples show prohibited asks.

264
00:10:34,000 –> 00:10:36,080
People remember, don’t upload patient data,

265
00:10:36,080 –> 00:10:38,560
full stop, more than paragraph seven.

266
00:10:38,560 –> 00:10:40,800
A of your policy, use the frontal cortex,

267
00:10:40,800 –> 00:10:42,160
not compliance theater.

268
00:10:42,160 –> 00:10:43,840
Adoption nudges keep the loop alive.

269
00:10:43,840 –> 00:10:46,320
Each page ends with, was this helpful?

270
00:10:46,320 –> 00:10:49,760
A two-click microsurvey with an optional, what was missing?

271
00:10:49,760 –> 00:10:50,560
Text.

272
00:10:50,560 –> 00:10:52,640
Ask an expert escalates to a governed queue

273
00:10:52,640 –> 00:10:54,640
with categories mapped to owners.

274
00:10:54,640 –> 00:10:56,800
Weekly triage reviews the hits and misses,

275
00:10:56,800 –> 00:10:58,720
monthly refresh ships fixes.

276
00:10:58,720 –> 00:11:00,960
Publish the change log, user see you listening,

277
00:11:00,960 –> 00:11:03,520
and they stop writing their own guides to compensate.

278
00:11:03,520 –> 00:11:04,080
The truth?

279
00:11:04,080 –> 00:11:05,920
You don’t reduce tickets by telling people to stop

280
00:11:05,920 –> 00:11:06,880
opening tickets.

281
00:11:06,880 –> 00:11:09,440
You reduce tickets by beating the ticket to the answer,

282
00:11:09,440 –> 00:11:11,520
making that answer obvious, current, and safe.

283
00:11:11,520 –> 00:11:13,520
And by making every unofficial copy

284
00:11:13,520 –> 00:11:15,040
worse than the real thing on purpose.

285
00:11:15,040 –> 00:11:19,200
But case study, before, after results and governance wins.

286
00:11:19,200 –> 00:11:20,480
Baseline first.

287
00:11:20,480 –> 00:11:23,200
One enterprise, thousands of co-pilot licenses,

288
00:11:23,200 –> 00:11:25,200
looked busy and learned nothing.

289
00:11:25,200 –> 00:11:28,080
Ticket queue, dominated by four themes, start,

290
00:11:28,080 –> 00:11:30,720
which co-pilot is it safe, why that answer.

291
00:11:30,720 –> 00:11:32,160
Guidance lived everywhere.

292
00:11:32,160 –> 00:11:35,840
Teams wikis, slide decks, PDFs with heroic file names.

293
00:11:35,840 –> 00:11:37,120
Owners?

294
00:11:37,120 –> 00:11:37,920
Unknown.

295
00:11:37,920 –> 00:11:39,120
Review dates?

296
00:11:39,120 –> 00:11:40,080
Fictional.

297
00:11:40,080 –> 00:11:43,440
Users searched, found contradictions, and escalated.

298
00:11:43,440 –> 00:11:45,600
Shadow agents appeared in random environments

299
00:11:45,600 –> 00:11:46,880
with mystery connectors.

300
00:11:46,880 –> 00:11:48,800
Leadership’s question was predictable.

301
00:11:48,800 –> 00:11:50,080
Where’s the ROI?

302
00:11:50,080 –> 00:11:51,600
Intervention was not a pep talk.

303
00:11:51,600 –> 00:11:53,600
We deployed the co-pilot learning center hub,

304
00:11:53,600 –> 00:11:55,680
LearnDo, govern, pin, and teams.

305
00:11:55,680 –> 00:11:58,480
We shipped an opinionated FAQ, mapped to intents,

306
00:11:58,480 –> 00:12:00,960
a role-based prompt library with copy and run,

307
00:12:00,960 –> 00:12:03,200
and an agent directory with owner, environment,

308
00:12:03,200 –> 00:12:04,800
and data policy fields.

309
00:12:04,800 –> 00:12:07,440
PNP modern search boosted canonical pages.

310
00:12:07,440 –> 00:12:09,760
Legacy links redirected with archived,

311
00:12:09,760 –> 00:12:11,360
C current guidance banners.

312
00:12:11,360 –> 00:12:15,280
Every page showed owner, backup, SLA, and a freshness badge.

313
00:12:15,280 –> 00:12:17,520
Governance moved from PDF to page header.

314
00:12:17,520 –> 00:12:19,680
Transcript retention, approved connectors,

315
00:12:19,680 –> 00:12:21,120
and red line examples.

316
00:12:21,120 –> 00:12:21,600
Outcomes?

317
00:12:21,600 –> 00:12:22,800
The trend is the story.

318
00:12:22,800 –> 00:12:25,040
Ticket deflection rose week over week

319
00:12:25,040 –> 00:12:27,600
because answers lived where questions occurred.

320
00:12:27,600 –> 00:12:29,440
Search success increased as users landed

321
00:12:29,440 –> 00:12:32,000
on decision trees that resolved which co-pilot

322
00:12:32,000 –> 00:12:33,280
in under three clicks.

323
00:12:33,280 –> 00:12:34,960
Duplicate artifacts decayed.

324
00:12:34,960 –> 00:12:36,960
Side wikis without owners auto-expired

325
00:12:36,960 –> 00:12:38,240
and dropped from results.

326
00:12:38,240 –> 00:12:40,800
The prompt library became the gravitational center.

327
00:12:40,800 –> 00:12:42,960
High reuse on role-start pages.

328
00:12:42,960 –> 00:12:44,800
Fewer, it hallucinated complaints

329
00:12:44,800 –> 00:12:47,360
because failure modes were explicit plus fixes.

330
00:12:47,360 –> 00:12:49,520
Engagement wasn’t vanity, it was directional.

331
00:12:49,520 –> 00:12:51,760
Unique visitors concentrated on start here,

332
00:12:51,760 –> 00:12:54,240
which co-pilot and three role guides.

333
00:12:54,240 –> 00:12:56,720
Time on page stabilized at read-then-act lengths,

334
00:12:56,720 –> 00:12:57,840
not doom scroll.

335
00:12:57,840 –> 00:13:00,240
Microsurvey’s produced two types of feedback.

336
00:13:00,240 –> 00:13:03,280
Missing variations and clearer boundary examples.

337
00:13:03,280 –> 00:13:05,520
We shipped both in the monthly refresh.

338
00:13:05,520 –> 00:13:07,040
The change log-proofed movement

339
00:13:07,040 –> 00:13:10,240
users learned to return because the content actually evolved.

340
00:13:10,240 –> 00:13:12,160
Governance wins were measurable.

341
00:13:12,160 –> 00:13:14,240
Rogue agents slowed as makers realized

342
00:13:14,240 –> 00:13:17,280
there was a sanctioned directory with an access path and visibility.

343
00:13:17,280 –> 00:13:20,400
Environment routing got respected.

344
00:13:20,400 –> 00:13:23,040
High-risk agents moved into managed environments

345
00:13:23,040 –> 00:13:24,240
with the right DLP.

346
00:13:24,240 –> 00:13:26,160
Transcript guidance stopped being apocrypha

347
00:13:26,160 –> 00:13:27,680
and became a pre-chat reality.

348
00:13:27,680 –> 00:13:29,680
Fewer, we shouldn’t have pasted that events occurred

349
00:13:29,680 –> 00:13:32,560
because the page yelled politely before the paste.

350
00:13:32,560 –> 00:13:34,320
Cultural shift is the quiet victory.

351
00:13:34,320 –> 00:13:37,760
The reflex changed from “ask it” to “check the center”.

352
00:13:37,760 –> 00:13:39,360
Even power users participated,

353
00:13:39,360 –> 00:13:40,880
submitting prompt variations

354
00:13:40,880 –> 00:13:42,320
through the contribution flow

355
00:13:42,320 –> 00:13:45,040
instead of publishing folklore in private channels.

356
00:13:45,040 –> 00:13:46,560
Ownership clarity killed her.

357
00:13:46,560 –> 00:13:47,440
Who maintains this?

358
00:13:47,440 –> 00:13:49,040
Theater.

359
00:13:49,040 –> 00:13:50,720
Green badges earned trust.

360
00:13:50,720 –> 00:13:52,800
Amber badges triggered helpful nudges.

361
00:13:52,800 –> 00:13:54,560
Red badges were rare and embarrassing.

362
00:13:54,560 –> 00:13:55,680
Precisely the point.

363
00:13:55,680 –> 00:13:57,760
Lessons learned because you’ll repeat these mistakes

364
00:13:57,760 –> 00:13:59,040
unless I stop you.

365
00:13:59,040 –> 00:14:01,040
Overindex and findability.

366
00:14:01,040 –> 00:14:04,160
Taxonomy and scopes make or break relevance.

367
00:14:04,160 –> 00:14:05,840
Gas work inflates tickets.

368
00:14:05,840 –> 00:14:08,880
Declayer what’s deprecated with ruthless redirects.

369
00:14:08,880 –> 00:14:10,640
Don’t negotiate with Link Rot.

370
00:14:11,600 –> 00:14:13,280
Publish role-based starting parts.

371
00:14:13,280 –> 00:14:15,280
Generic guidance invites generic errors.

372
00:14:15,280 –> 00:14:16,720
Instrument everything.

373
00:14:16,720 –> 00:14:17,440
Search terms.

374
00:14:17,440 –> 00:14:18,080
Click through.

375
00:14:18,080 –> 00:14:18,880
Bounce.

376
00:14:18,880 –> 00:14:21,360
The loop tells you what to fix next month.

377
00:14:21,360 –> 00:14:22,800
Now the payoff you were promised.

378
00:14:22,800 –> 00:14:25,040
The governance switch that collapses shadow training.

379
00:14:25,040 –> 00:14:27,040
We set a centralized discovery policy.

380
00:14:27,040 –> 00:14:27,760
Teams app.

381
00:14:27,760 –> 00:14:30,800
Pin plus the SharePoint hub as the authoritative entry point.

382
00:14:30,800 –> 00:14:34,240
All copilot-related content lives under that information architecture.

383
00:14:34,240 –> 00:14:35,680
No side-wiki exceptions.

384
00:14:35,680 –> 00:14:37,600
Legacy links resolve to Canon.

385
00:14:37,600 –> 00:14:39,600
Non-Hub pages display warning banners

386
00:14:39,600 –> 00:14:41,600
and auto archive rules prune the rest.

387
00:14:41,600 –> 00:14:42,720
You don’t chase folklore.

388
00:14:42,720 –> 00:14:43,840
You starve it of oxygen.

389
00:14:43,840 –> 00:14:47,040
The governance switch that collapses shadow training.

390
00:14:47,040 –> 00:14:47,920
Here’s the switch.

391
00:14:47,920 –> 00:14:50,080
Mandate a single discovery surface.

392
00:14:50,080 –> 00:14:50,880
Not a suggestion.

393
00:14:50,880 –> 00:14:51,520
A policy.

394
00:14:51,520 –> 00:14:54,080
Pin the learning center as a Teams app for everyone.

395
00:14:54,080 –> 00:14:57,040
And set the SharePoint hub as the authoritative entry point.

396
00:14:57,040 –> 00:14:58,480
Every part starts there.

397
00:14:58,480 –> 00:15:00,720
The cognitive tax of where do I look?

398
00:15:00,720 –> 00:15:01,600
Drops to zero.

399
00:15:01,600 –> 00:15:04,480
And your search relevance stops fighting 12 competing wikis

400
00:15:04,480 –> 00:15:05,680
with heroic file names.

401
00:15:05,680 –> 00:15:06,640
Policy next.

402
00:15:06,640 –> 00:15:08,400
All copilot-related content.

403
00:15:08,400 –> 00:15:08,880
Guides.

404
00:15:08,880 –> 00:15:10,800
Prompts agent docs FAQs.

405
00:15:10,800 –> 00:15:13,360
Lives under the hubs information architecture.

406
00:15:13,360 –> 00:15:14,880
No side-wiki exceptions.

407
00:15:14,880 –> 00:15:16,800
No temporary decks in random teams.

408
00:15:16,800 –> 00:15:18,800
No private channel PDFs.

409
00:15:18,800 –> 00:15:20,880
If it’s not in the hub, it isn’t official.

410
00:15:20,880 –> 00:15:22,800
That binary line is how you kill folklore

411
00:15:22,800 –> 00:15:24,400
without kicking over culture.

412
00:15:24,400 –> 00:15:26,080
Enforcement is boring and beautiful.

413
00:15:26,080 –> 00:15:28,320
First, link governance.

414
00:15:28,320 –> 00:15:30,320
Redirects from legacy URLs.

415
00:15:30,320 –> 00:15:32,960
Root into the canonical page automatically.

416
00:15:32,960 –> 00:15:34,400
Users follow a stay link.

417
00:15:34,400 –> 00:15:37,600
They land on the right answer with a banner explaining the change.

418
00:15:37,600 –> 00:15:39,920
Second, warning banners on non-hub content.

419
00:15:39,920 –> 00:15:41,200
This page is not authoritative.

420
00:15:41,200 –> 00:15:42,800
View the current guidance.

421
00:15:42,800 –> 00:15:44,560
Third, auto archive rules.

422
00:15:44,560 –> 00:15:46,880
Content without an owner or review date gets flagged,

423
00:15:46,880 –> 00:15:49,200
demoted in search, and queued for archival.

424
00:15:49,200 –> 00:15:50,560
You don’t delete history.

425
00:15:50,560 –> 00:15:52,480
You remove it from the decision path.

426
00:15:52,480 –> 00:15:56,000
Roles and R-back keep the machine honest.

427
00:15:56,000 –> 00:15:57,760
Name owners for every area.

428
00:15:57,760 –> 00:15:59,920
Learn, do, govern.

429
00:15:59,920 –> 00:16:02,560
Plus each role guide and each agent entry.

430
00:16:02,560 –> 00:16:03,760
Owners have backups.

431
00:16:03,760 –> 00:16:05,760
Quaterally reviews are non-negotiable.

432
00:16:05,760 –> 00:16:08,000
They happen on a calendar, not vibes.

433
00:16:08,000 –> 00:16:12,480
Telemetry drives pruning low-click pages either get fixed, merged or retired.

434
00:16:12,480 –> 00:16:15,040
High-friction searches trigger content creation.

435
00:16:15,040 –> 00:16:18,480
And yes, owners lose privileges if they ghost their SLA.

436
00:16:18,480 –> 00:16:20,240
Accountability isn’t meanness.

437
00:16:20,240 –> 00:16:21,680
It’s maintenance.

438
00:16:21,680 –> 00:16:23,600
DLP alignment is not a footnote.

439
00:16:23,600 –> 00:16:24,800
It’s the prologue.

440
00:16:24,800 –> 00:16:28,240
Surface data policies at the top of relevant pages in plain language,

441
00:16:28,240 –> 00:16:29,440
with examples.

442
00:16:29,440 –> 00:16:31,120
Can summarize internal emails?

443
00:16:31,120 –> 00:16:32,960
Can’t paste customer PII.

444
00:16:32,960 –> 00:16:35,680
Conditional external sharing via approved connector?

445
00:16:35,680 –> 00:16:39,280
Include redline examples that trip alarms on purpose with the Y.

446
00:16:39,280 –> 00:16:41,600
The average user doesn’t memorize policy codes.

447
00:16:41,600 –> 00:16:45,440
They remember simple, vivid boundaries delivered at the moment of intent.

448
00:16:45,440 –> 00:16:47,520
KPIs tell you if the switch worked.

449
00:16:47,520 –> 00:16:51,360
Watch the topic mix of tickets shift from basics to advanced.

450
00:16:51,360 –> 00:16:53,840
Track time to answer via hub navigation.

451
00:16:53,840 –> 00:16:57,840
Three clicks of fewer for 70% of co-pilot questions is the target.

452
00:16:57,840 –> 00:17:00,160
Monitor still content rate trending down.

453
00:17:00,160 –> 00:17:03,120
Freshness badges should skew green by month too.

454
00:17:03,120 –> 00:17:05,120
Search success rate should climb as

455
00:17:05,120 –> 00:17:06,400
which co-pilot?

456
00:17:06,400 –> 00:17:08,240
Decision trees cannibalize confusion.

457
00:17:08,240 –> 00:17:10,480
Rogue doc decay becomes a line on your dashboard,

458
00:17:10,480 –> 00:17:11,840
not a rumor in a channel.

459
00:17:11,840 –> 00:17:15,360
The counterintuitive part centralization increases contribution.

460
00:17:15,360 –> 00:17:16,640
When people know where the canon lives,

461
00:17:16,640 –> 00:17:19,280
they submit improvements instead of publishing side-law.

462
00:17:19,280 –> 00:17:21,520
Your contribution flow makes that painless.

463
00:17:21,520 –> 00:17:23,840
Propose a change, attach evidence,

464
00:17:23,840 –> 00:17:26,320
root to owner, publish with a change log.

465
00:17:26,320 –> 00:17:28,240
Credit contributors visibly.

466
00:17:28,240 –> 00:17:31,760
Social proof fuels governance far better than a stern memo.

467
00:17:31,760 –> 00:17:33,360
And yes, there’s a cultural nudge.

468
00:17:33,360 –> 00:17:36,160
Set your default help guidance in teams to open the center,

469
00:17:36,160 –> 00:17:39,200
include the center in onboarding, performance enablement

470
00:17:39,200 –> 00:17:41,200
and quarterly business reviews.

471
00:17:41,200 –> 00:17:43,520
When leaders ask what’s new with co-pilot,

472
00:17:43,520 –> 00:17:46,960
they get the change log link, public dated and mercilessly brief.

473
00:17:46,960 –> 00:17:50,720
The message lands, answers live here, evolve here, and nowhere else.

474
00:17:50,720 –> 00:17:53,600
Flip the switch and starve shadow training on purpose.

475
00:17:53,600 –> 00:17:55,840
KPI playbook proving it worked.

476
00:17:55,840 –> 00:17:59,200
Okay, so basically you need numbers that end arguments.

477
00:17:59,200 –> 00:18:02,000
Start with North Star Matrix, ticket deflection rate,

478
00:18:02,000 –> 00:18:05,040
unique visitors to the hub, prompt library reuse,

479
00:18:05,040 –> 00:18:06,320
and rogue-doc decay.

480
00:18:06,320 –> 00:18:08,880
If those move in the right direction, everything else is commentary.

481
00:18:08,880 –> 00:18:10,800
Leading indicators prove direction early,

482
00:18:10,800 –> 00:18:13,360
track search success rate, click through on which co-pilot

483
00:18:13,360 –> 00:18:15,600
on the time-on-page for road start guides.

484
00:18:15,600 –> 00:18:18,880
If users resolve in three clicks or fewer 70% of the time,

485
00:18:18,880 –> 00:18:20,080
you’re routing correctly.

486
00:18:20,080 –> 00:18:22,240
If they bounce, your taxonomy is wrong.

487
00:18:22,240 –> 00:18:23,680
Fix it, not them.

488
00:18:23,680 –> 00:18:25,840
Langing indicators confirm behavior change,

489
00:18:25,840 –> 00:18:28,480
count fewer shadow assets, fewer duplicate agents,

490
00:18:28,480 –> 00:18:30,800
and higher was this helpful satisfaction.

491
00:18:30,800 –> 00:18:33,040
Tie those two telemetry,

492
00:18:33,040 –> 00:18:35,760
our red badges disappearing and green badges holding.

493
00:18:35,760 –> 00:18:37,440
Good, evergreen is working.

494
00:18:37,440 –> 00:18:39,440
Targets because hand waving is for hobbyists,

495
00:18:39,440 –> 00:18:42,800
hit 30, 40% deflection in 60, 90 days.

496
00:18:42,800 –> 00:18:45,680
Convert 70% of co-pilot questions in three clicks.

497
00:18:45,680 –> 00:18:48,640
Reduce stale content rate below 10% by month, too.

498
00:18:48,640 –> 00:18:51,200
Drive prompt reuse on top five road guides weekly.

499
00:18:51,200 –> 00:18:53,440
Instrumentation is lightweight and ruthless.

500
00:18:53,440 –> 00:18:56,240
SharePoint usage analytics, search logs,

501
00:18:56,240 –> 00:18:57,760
and a Power BI dashboard.

502
00:18:57,760 –> 00:18:59,600
Weekly triage, monthly refresh,

503
00:18:59,600 –> 00:19:02,400
quarterly governance audit, publish the scorecard.

504
00:19:02,400 –> 00:19:04,320
Executives want license ROI,

505
00:19:04,320 –> 00:19:08,560
show fewer tickets, faster answers, safer usage, budget secured.

506
00:19:08,560 –> 00:19:11,360
The truth, if it’s not on the dashboard, it didn’t happen.

507
00:19:11,360 –> 00:19:14,320
Measure, fix, ship, repeat, key takeaway.

508
00:19:14,320 –> 00:19:16,080
Training is an evergreen govern system

509
00:19:16,080 –> 00:19:18,160
that answers questions before tickets exist

510
00:19:18,160 –> 00:19:20,320
and stops shadow training of oxygen.

511
00:19:20,320 –> 00:19:21,920
If this clarified the path,

512
00:19:21,920 –> 00:19:22,960
deploy the learning center,

513
00:19:22,960 –> 00:19:25,520
lock the discovery switch and run the KPI playbook,

514
00:19:25,520 –> 00:19:28,400
then bring the numbers to leadership and collect your budget.

515
00:19:28,400 –> 00:19:30,800
Subscribe for the governance first co-pilot series,

516
00:19:30,800 –> 00:19:33,840
Agent Security Environment Roating and Telemetry next.