Boosting access to internal knowledge

Context: knowledge exists, but it’s not always easy to find

Knowledge is an organization’s most valuable asset. However, according to the Forrester Total Economic Impact™ study by Microsoft Copilot Studio (October 2025), employees spend some of their time searching for information instead of using it.

The challenge is not usually the lack of information, the real challenge is to find it quickly, reliably and in the right language.

Employees need agile answers to resolve day-to-day doubts, prepare communications, understand internal processes or locate information published in different corporate spaces.

However, when content is spread across multiple documents, pages, or publications, the user may spend too much time searching, comparing sources, or checking if the information found is the most relevant.
This creates several business challenges:

• Lost productivity due to time spent searching for information.
• Duplication of consultations with internal teams.
• Risk of inconsistent responses.
• Difficulty in reusing already published knowledge.
• Language barriers in international environments.
• Lower adoption of corporate knowledge.

In this context, a solution based on Microsoft Copilot Studio has been developed whose objective is to facilitate conversational access to the knowledge published in the corporate environment.

The solution: an agent integrated into Microsoft Teams

The solution consists of a Microsoft Copilot Studio agent deployed in Microsoft Teams, targeting internal My Data Works (MDW) employees.
The agent allows you to ask questions in natural language and get answers based on corporate content available on MDW’s global SharePoint site.
The sources of knowledge included in the scope are:

• Documents stored in SharePoint.
• News and internal publications.
• SharePoint corporate pages.

The Copilot ecosystem allows the agent to ingest other sources of knowledge, such as specific files, websites, Dataverse, and more. The latest updates to Microsoft Copilot Studio (2025) further expand this ecosystem, allowing you to connect to sources such as OneDrive, SharePoint lists, SAP, Salesforce, ServiceNow, Snowflake, and Databricks, without the need for complex technical development.
In addition, the agent is prepared to interact in:

• English
• Spanish
• French

This allows employees to get internal information in their working language and receive a clear, direct and contextualized response.
The experience is integrated into Microsoft Teams, a tool that employees already use in their day-to-day work which reduces adoption friction and makes it easier for the agent to become a natural point of inquiry.

How it works from the user’s perspective

The process is designed to be simple:

• The employee accesses the agent from Microsoft Teams.
• They ask a question just as they would ask a colleague or a team member.
• The agent interprets the query.
• It searches for relevant information across the configured sources.
• It returns a clearly worded response in the user’s language.

Beyond the initial answer, the agent lets you refine it further, summarize it, convert it to bullet points, or extract the key takeaways.

Another key aspect is that the agent provides the sources of information used. This allows the user to expand the context, validate the source of the response, or view the entire content if needed.
This helps build trust and traceability.

What business problem does it solve?

This use case converts existing corporate knowledge into useful, fast and actionable responses. Instead of manually browsing SharePoint, opening multiple documents, or searching for old posts, the employee can ask a direct question.

The agent returns a synthesized response, based on the available sources. The potential impact occurs on several levels:

1. Improved productivity

Reduce the time employees spend searching for information. It also avoids having to go through multiple documents to get a concrete answer.

2. Better use of internal knowledge

It allows you to reuse content that already exists. Documents, pages, and internal news gain more value because they become more accessible.

3. Reduction of repetitive consultations

Many common questions can be answered in self-service. This can reduce recurring questions directed at internal areas such as communication, operations, human resources, IT, or functional teams.

4. Better employee experience

The agent offers a more natural way to access information. The user asks directly and receives a contextualized answer, all within Microsoft Teams.
Forrester projects that these types of solutions can accelerate the onboarding of new employees by 15% in the base scenario, with a potential of up to 25% in advanced adoption scenarios, by reducing friction and facilitating access to knowledge.

5. Multilingual access

Support in English, Spanish and French facilitates access to knowledge in an international environment. It also reduces friction derived from language.

6. Increased confidence in responses

The inclusion of references and links to sources allows the information to be validated. The user can zoom in on the details when needed.

Return on Investment (ROI)

The main value vectors identified are:increased revenue due to increased commercial productivity (up to +1.5% in qualified opportunities), reduced operating costs, and improved employee experience that directly impacts talent retention.

Security, Compliance and Governance

The question of data security is a priority before approving an AI deployment. Microsoft Copilot Studio has been designed with an enterprise security approach from the ground up:

• Inherited Microsoft 365 permissions: When the agent uses SharePoint as a source of knowledge, responses are generated on behalf of the authenticated user, and the agent can only rely on content that user already has access to.
• Identity and Agent Governance (Entra Agent ID): When integration with Microsoft Entra Agent ID is enabled, agents can have their own identities to facilitate centralized governance, auditing, and control.
• Compliance: Copilot Studio is covered by SOC audits and ISO certifications (including ISO 27001), with reports available in the Service Trust Portal, and offers capabilities related to geo-data residency.
• Traceability and auditing: Copilot Studio activities can be audited in Microsoft Purview, and transcript management/retention is controlled by applicable auditing capabilities and retention policies.

This security architecture ensures that the agent can be deployed in regulated environments and with sensitive data, without compromising the existing permissions model.

To build, deploy and maintain the agent it is necessary to consider some key requirements, always from a business, governance and scalability perspective.

Microsoft Copilot Studio is required to create and publish the agent, as well as the Microsoft 365 environment required for use in Teams and access to corporate content in SharePoint. Microsoft offers licensing models for Copilot Studio, including Copilot Credits-based capability, prepaid plans, or pay-as-you-go.

Requirements

You also need to define the consumption or capacity model associated with agent usage, review internal users’ Microsoft 365 licensing, and validate how the scenario fits within your organization’s licensing model.

Another fundamental requirement is to have reliable, up-to-date and well-structured sources of knowledge.

In this case, the agent relies on SharePoint documents, internal news, and corporate pages. The quality of the answers will depend directly on the quality, currency, and clarity of the content available.
In addition, the agent must respect the corporate security and permissions model.

Users should only be able to access information they already have permissions for in SharePoint or the Microsoft 365 environment. This is key to ensuring trust, compliance, and access control.

For the agent to continue to deliver value after PoC, it is also necessary to define a basic governance and maintenance model.
Finally, the deployment must be accompanied by an adoption and communication plan.

Employees must understand what the agent is for, what kinds of questions they can answer, what sources they use, what languages they support, how to interpret references, and how to report incorrect or incomplete answers.

How long does it take to deploy?

One of the main advantages of Microsoft Copilot Studio over custom-developed AI solutions is the speed of deployment. A functional Proof of Concept (PoC) can be operational in 4 to 6 weeks, following a structured process:

• Weeks 1-2: Agent configuration, connecting to SharePoint sources, permission setting.
• Weeks 3-4: Internal testing with pilot users, adjusting responses, and thematic coverage.
• Weeks 5-6: deployment in Microsoft Teams, basic user training and activation of metrics.

From PoC, scalability is progressive: new sources of knowledge can be incorporated, the number of users can be expanded, or the agent can be connected with other corporate systems without the need to redesign the base solution.

Indicators you can improve

To assess the impact of the solution, indicators related to productivity, adoption, self-service, and quality can be measured.

Adoption

• Number of active users.
• Number of conversations initiated.

Self-Service & Resolution

• Resolved, escalated, or abandoned sessions and their distribution.

Quality

• Questions answered and not answered.
• Quality of responses generated, classified as good or poor (and their associated reasons).

Knowledge management

• Frequently asked topics or question categories.
• Use of sources of knowledge. We could identify knowledge gaps or documents that need updating

Satisfaction and feedback

• User satisfaction rating, when using the conversation closure flow.
• Positive and negative reactions to the agent’s responses.
• User comments associated with feedback.

Conclusion

The Microsoft Copilot Studio Agent solution for MDW shows a clear opportunity to improve the way employees access, consume, and reuse internal knowledge.

By being integrated into Microsoft Teams, using corporate content from SharePoint and offering answers in multiple languages, the agent can become a simple and efficient access point to relevant information for the day-to-day.

With the right approach to governance, maintenance, and adoption, this type of agent can become a real lever to improve productivity, reduce internal frictions, and maximize the value of knowledge already available in the organization.

Beyond operational efficiency, this solution positions MDW as an organization that adopts AI responsibly, scalable, and aligned with its existing Microsoft 365 infrastructure, without the need for new platforms or complex integrations.

Want to see how it works in your organization?

Request a personalized demo or start a PoC. Our team will accompany you from the initial setup to the measurement of results.