Empowering Customer Self-Service with Power Pages and Copilot Studio

Overview

We developed a Customer Self-Service Portal using Power Pages, Copilot Studio, and Power Automate to help customers find information, raise service requests, and get AI-powered responses through a unified interface.

Business Problem

Customers frequently reached out to our support team for common queries — order tracking, account setup, and service documentation — causing repetitive workloads and delayed responses. We needed an always-on digital assistant capable of handling FAQs and processing simple requests securely.

Solution Implementation

We built a Power Pages portal integrated with multiple Microsoft services to provide a conversational, action-driven support experience:

• Dataverse — unified backend for customer profiles, cases, and FAQs.
• Copilot Studio — conversational Q&A embedded on the portal using the Copilot control.
• Power Automate — flows that trigger when customers ask or submit requests like “Track my order” or “Report a technical issue.”
• Azure OpenAI summarization layer — converts verbose policies and troubleshooting guides into concise, human-friendly responses.
• Role-based authentication — ensures customers see only content relevant to their account.

With this setup, Copilot can automatically create service tickets, update customers on their status, or summarize articles in real-time — all within the Power Pages site.

Outcome

We observed a 65% reduction in repetitive support tickets and notable improvements in customer satisfaction scores. The portal now serves as a central hub for customers to interact conversationally without requiring direct support assistance.

Key Takeaways

• Power Pages + Copilot Studio enables intelligent, customer-facing portals.
• Power Automate makes conversational actions executable (e.g., create case, send email).
• AI summarization transforms static FAQs into dynamic support experiences.
• Secure Dataverse integration ensures scalable and compliant data handling.

Know More