Copilot Admin and Support - Managed Services

Roles and Responsibilities

• User Support: - Tickets, access issues, troubleshooting involving
  • Copilot related tickets such as, prompt issues, access problems, unexpected responses
  • Permission and data access restriction
  • Users reported issues logged into the different account/tenant
  • Policy restrictions issues reported
  • M365 Copilot apps is missing (Teams, Outlook. Work, Excel, PowerPoint) etc.,
  • Issues in prompt in Copilot dialog box - It's not responding or taking too long
  • Access Issues - Unable to access copilot chat in teams.
  • Access Issues - Unable to access copilot chat in Outlook
  • Access Issues - Unable to access Copilot web.
  • Access Issues - Copilot.microsoft.com page is not loading in the browser (Microsoft Edge, Chrome, Safari, Opera, Firefox) etc.,
  • Product bugs identified in any of M365 Apps
  • Unable to access files/data from the SharePoint though have access.
  • Work with channel partner (Microsoft), for the product bugs, work arounds, etc.,
  • Maintain Copilot known issues trackers and updated regularly.
  • Maintain FAQs, on adoption general information, features updates etc.,
  • Copilot works on home internet, but fail to connect in corporate network
  • Copilot is missing only for a subset of devices – Channel/old builds/Update rings
  • Copilot works for the first time then fails after logoff. – VDI issues
  • Copilot side panel is blank in web view. Endpoint security controls blocking web experiences
  • Teams Copilot (Meeting/Chat/Channels) – Issues due to transcription dependencies, permissions
  • Copilot missing in Teams only – Teams policy blockage
  • Copilot slow or errors on large workbooks/datasets – Workbook size, model, etc.,
  • Works in user mailbox, but fails in shared/delegated mailbox
  • Copilot references wrong sections/slides, stale templates - Stale templates/duplicates – version control
• Identity & Licensing - License assignment, role-based access
  • Assign / revoke Copilot licenses
  • Monitor license utilization/consumption/Unused license
  • Support onboarding/offboarding scenarios, Validate the Entra ID role, group membership etc.,
• Enablement
  • Provide prompt coaching,
  • Best practices,
  • Check for the Issues raised for not getting the desired output for the prompts.
  • Copilot Use cases - Newly identified.
  • Support Champions with the new features & development in the adoption.
  • Support for the Power Users.
  • Record the user-experience and feedback with regular intervals.
  • Address any adoption blockers identified.
• Knowledge Management
  • Update the internal Copilot knowledge base,
  • Frequent asked questions (FAQs),
  • Capture known issues with docs,
  • Training content, Governance update