Section 6: Sales, marketing, corporate communications and customer service

Scenario 60: Customer FAQ chatbot using authoritative sources

Level: Advanced · Tools: Microsoft Copilot Studio, generative answers, SharePoint and web knowledge sources

Who and in what situation

Okan, who works on the municipality’s digital services team, wants to move FAQs about permits and required documents to an FAQ agent grounded in up-to-date municipal sources.

How it is done today

FAQ pages are updated manually; the team compares the web page with internal guidelines when new questions arise.

How to do it with AI

  1. On the agent creation screen, add approved public website, SharePoint or document sources to the Knowledge section. Generative answers can use multiple sources. [108]
  2. Use a generative answers node within a topic or the agent-level Knowledge settings. Plan authentication for SharePoint and enterprise connectors. [108]
  3. Consider turning off Allow ungrounded responses under Generative AI > Knowledge. Instruct the agent to cite sources alongside its answer; if no source is available, it should return “not found” and a human contact channel. [108]
  4. Before publishing, test with current and outdated documents, missing documents and ambiguous questions. Check web search, source permissions and content moderation with your administrator.

Example prompt

Answer the question about {service} using only the attached and authorized municipal sources. First provide a short answer, then the source title and a check of whether it is up to date. If the sources contain no information, do not guess; say “This information was not found in the sources” and provide the {human support channel} details. Do not provide legal or administrative interpretations.

Evidence and real-world example

Copilot Studio explains public website, SharePoint, document, Dataverse and connector sources, as well as the generative answers node and citation behavior. SharePoint agents can also answer questions using authorized content. No independent municipal case study was found. [108] [111]

Points to consider

The ungrounded response setting may not block general knowledge in all cases. For critical information, the source date, authority and human approval must be checked. As Microsoft does not commit to Turkish-language responses or an interface in this document, verify language support separately. [108]

Sources for this scenario

  1. Knowledge sources summary (learn.microsoft.com)
  2. Get started with agents in SharePoint (support.microsoft.com)