Policy Agent (Custom Engine Agent with Salesforce escalation) for Copilot Studio

Summary

A Custom Engine Agent (CEA) built in Microsoft Copilot Studio that handles both summary-level and detailed clause-level policy queries. Quick / overview questions are answered from a SharePoint knowledge source; "give me the full details" requests are escalated to Salesforce Knowledge via an Agent Flow.

Demo

https://github.com/user-attachments/assets/cc37e754-7ecd-4627-aa7e-3a8cf059467b

Problem Statement

Employees need varying levels of policy information — from quick summaries to detailed clause-level specifics. Common challenges:

• Simple queries require quick answers from SharePoint
• Complex queries need deeper investigation and expert assistance
• No seamless handoff between self-service and expert support
• Difficulty accessing detailed policy clauses and exceptions

Solution Overview

A Custom Engine Agent (CEA) in Copilot Studio with SharePoint integration and Salesforce escalation:

Architecture

                    ┌─────────────────────────┐
                    │      User Query         │
                    └───────────┬─────────────┘
                                │
                    ┌───────────▼─────────────┐
                    │   Custom Engine Agent   │
                    │   (Policy Agent CEA)    │
                    └───────────┬─────────────┘
                                │
              ┌─────────────────┴─────────────────┐
              │                                   │
    ┌─────────▼─────────┐             ┌──────────▼─────────┐
    │  Summary Query    │             │  Detail Query      │
    │                   │             │  "Give me more     │
    │  SharePoint       │             │   details..."      │
    │  Knowledge        │             │                    │
    └─────────┬─────────┘             └──────────┬─────────┘
              │                                   │
              │                       ┌──────────▼─────────┐
              │                       │  Salesforce API    │
              │                       │  (Agent Flows)     │
              │                       └──────────┬─────────┘
              │                                   │
              └─────────────────┬─────────────────┘
                                │
                    ┌───────────▼─────────────┐
                    │   Response to User      │
                    └─────────────────────────┘

Technical Details

The agent maps user intent (e.g. finance, leave, security, operations) to one of four Salesforce Knowledge Article titles:

• KK-Enterprises Finance Policy Handbook
• KK-Enterprises Human Resources Policy Handbook
• KK-Enterprises IT & Security Policy Handbook
• KK-Enterprises Operations & Administration Policy Handbook

The Salesforce Detail Flow is triggered only when "detail intent" keywords are detected: details, full policy, complete, clauses, exceptions, eligibility, step-by-step, examples, evidence required, documentation.

Sample Prompts

• "How many paid holidays do employees get per year?"
• "List the exceptions mentioned in the travel reimbursement policy"
• "What is the approval process for expense claims over $500?"
• "Give me more details about the parental leave policy" (triggers Salesforce escalation)

Business Value

Contributors

• Keshav Keshari

Version history

Prerequisites

• Microsoft 365 tenant with Copilot Studio license
• A SharePoint site containing the organization's policy documents
• A Salesforce instance with Knowledge articles and API access (used by the escalation flow)
• Microsoft Power Platform CLI (pac)
• (Optional) VS Code Copilot Studio extension for source-control editing

Minimal path to awesome

Import this sample into your Copilot Studio environment using the Power Platform CLI.

• Ensure you are authenticated with pac auth:

  pac auth create --environment <your-env-id>
  pac auth who
  

• From this sample folder, package the unpacked solution into a zip:

  cd samples/mcs-PolicyAgentCEA
  
  # Package up the solution. The SRC folder is what gets packed.
  pac solution pack --zipfile PolicyAgentCEA.zip --folder ./src
  

• Import into your chosen environment (omit --environment to use the default):

  pac env list
  pac solution import --path ./PolicyAgentCEA.zip --environment <your-env-id> --publish-changes --activate-plugins
  

• After import, in Copilot Studio:

  1. Open the Policy Agent (CEA) in your solution.
  2. Configure the SharePoint knowledge source with the URL of your policy site.
  3. Configure the Salesforce connection used by the SalesforceFlow Agent Flow (Connector → Salesforce).
  4. Publish to your channel of choice (Microsoft Teams, M365 Copilot, custom).

Features

This sample extends Copilot Studio with an agent that:

• Uses a Custom Engine Agent to handle two retrieval tiers: SharePoint for summaries, Salesforce for full policy text.
• Maps user intent to one of four Salesforce Knowledge Article titles for deterministic routing.
• Triggers a Salesforce Agent Flow only when detail-intent keywords are detected.
• Returns answers with a citation footer (Source: SharePoint / Salesforce) and includes EffectiveDate + Version when sourced from Salesforce.
• Redacts confidential / PII content and refuses out-of-scope queries.

Folder structure

mcs-PolicyAgentCEA/
├── PolicyAgentCEA.cdsproj          # MSBuild project (optional, for dotnet build / pipelines)
├── README.md
├── assets/
│   └── demo.mp4
└── src/                            # Produced by `pac solution unpack`
    ├── Other/
    │   ├── Solution.xml
    │   └── Customizations.xml
    ├── Assets/
    │   └── botcomponent_workflowset.xml
    ├── bots/
    │   └── cred8_kkPolicyAgent/    # Agent definition + topics, knowledge, actions
    ├── botcomponents/              # Topics, GPT config, knowledge & action components
    └── Workflows/                  # SalesforceFlow Agent Flow

Related resources

• Copilot Studio documentation
• Move copilots between environments (Copilot Studio ALM)
• Power Platform CLI pac solution reference
• VS Code Copilot Studio extension
• Salesforce API documentation

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