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Copilot adoption support model

Template id: adoption-support-model

Responsible skill: copilot-adoption:adoption-support-model. The support summary also feeds the support row of the adoption-plan template.

Use this document to agree where every kind of Copilot need goes, who answers it and how the programme learns from it. Every fact the organisation must supply is marked [To confirm: ...]; replace the marker when the fact is confirmed, and never fill it with a guess. Example rows are fictional and are there to be replaced or deleted. Support data is reported by category, team or audience only, never for named individuals. Support for individual agents and AI solutions is set out in each solution's own support model, not here.

1. Summary

Field	Entry
Audiences in scope	[To confirm: organisation, business unit or waves]
Copilot experiences in scope	[To confirm: for example Copilot Chat, Microsoft 365 Copilot, Copilot Cowork, agent awareness]
Support model owner	[To confirm: name and role]
IT service owner	[To confirm: name and role]
Security and privacy owner for the data exposure route	[To confirm: name and role]
Linked adoption plan	[To confirm: reference]
Linked Champions charter	[To confirm: reference, or "none yet"]
Status	Draft / Agreed / Superseded
Review date	[To confirm: date]

Field

Entry

Audiences in scope

[To confirm: organisation, business unit or waves]

Copilot experiences in scope

[To confirm: for example Copilot Chat, Microsoft 365 Copilot, Copilot Cowork, agent awareness]

Support model owner

[To confirm: name and role]

IT service owner

[To confirm: name and role]

Security and privacy owner for the data exposure route

[To confirm: name and role]

Linked adoption plan

[To confirm: reference]

Linked Champions charter

[To confirm: reference, or "none yet"]

Status

Draft / Agreed / Superseded

Review date

[To confirm: date]

2. Support principles

Agree these with the owners above. Edit to fit, but keep the intent.

Each kind of need has one route, and users can find it from the getting-started page.
Champions give first-line peer guidance within their agreed time and boundary; they are not the help desk.
Suspected data exposure is reported immediately through the security route, at any hour it is staffed.
Reports of wrong, harmful or misleading answers are recorded and reviewed, never closed as user error alone.
Repeated questions are fixed at source, in guidance, onboarding or scenarios.

3. Support tiers

Tier	Handles	Owner	Hours	How users reach it
Self-help	Getting started, approved use, starting scenarios, known issues	[To confirm]	Always available	[To confirm: page or site]
Peer guidance (Champions)	How-to questions in their own teams, prompt tips	[To confirm: Champions programme owner]	[To confirm: within agreed Champion time]	[To confirm: community channel, local Champion]
Office hours	Demonstrations, discussion, recurring themes	[To confirm]	[To confirm: rhythm]	[To confirm: calendar link location]
Service desk	Access, licence assignment, sign-in, app faults, errors	[To confirm]	[To confirm]	[To confirm: portal or phone route]
Admin and vendor escalation	Tenant settings, service issues, Microsoft support requests	[To confirm: administrator role]	[To confirm]	Via the service desk only
Security route	Suspected data exposure, oversharing, sensitive content in answers	[To confirm]	[To confirm: including out of hours]	[To confirm: route]
Intake	Ideas for shared prompts, Cowork tasks, agents or automation	[To confirm: intake owner or CoE]	[To confirm]	[To confirm: form or channel]

Tier

Handles

Owner

Hours

How users reach it

Self-help

Getting started, approved use, starting scenarios, known issues

[To confirm]

Always available

[To confirm: page or site]

Peer guidance (Champions)

How-to questions in their own teams, prompt tips

[To confirm: Champions programme owner]

[To confirm: within agreed Champion time]

[To confirm: community channel, local Champion]

Office hours

Demonstrations, discussion, recurring themes

[To confirm]

[To confirm: rhythm]

[To confirm: calendar link location]

Service desk

Access, licence assignment, sign-in, app faults, errors

[To confirm]

[To confirm: portal or phone route]

Admin and vendor escalation

Tenant settings, service issues, Microsoft support requests

[To confirm: administrator role]

[To confirm]

Via the service desk only

Security route

Suspected data exposure, oversharing, sensitive content in answers

[To confirm]

[To confirm: including out of hours]

[To confirm: route]

Intake

Ideas for shared prompts, Cowork tasks, agents or automation

[To confirm: intake owner or CoE]

[To confirm]

[To confirm: form or channel]

4. Triage categories and routing

Category	Fictional example	First route	Escalation	Target response
How-to	"How do I summarise a long thread?"	Self-help, then Champions or office hours	Adoption lead for repeated themes	[To confirm]
Access	"Copilot isn't showing in my app"	Service desk	Administrators	[To confirm]
Fault	An error affecting many users	Service desk	Administrators, then Microsoft support	[To confirm]
Answer quality	"It gave me a wrong figure from a report"	Verification guidance; record the pattern	Adoption lead; agent owner where an agent is involved	[To confirm]
Data concern	"It showed me a document I shouldn't see"	Security route immediately	Permissions remediation owner	[To confirm]
Harmful or inappropriate output	"The answer was offensive"	Security route or responsible AI contact	[To confirm: responsible AI owner]	[To confirm]
Idea	"Could an agent prepare onboarding packs?"	Intake	CoE	[To confirm]

5. Self-help content

Item Audience Owner Last reviewed Next review

Getting started All [To confirm] [To confirm] [To confirm]

Approved-use guidance in plain words All [To confirm] [To confirm] [To confirm]

Starting scenarios by audience (from the scenario-catalogue) [To confirm] [To confirm] [To confirm] [To confirm]

Known issues All [To confirm] [To confirm] [To confirm]

How to report a data concern All [To confirm] [To confirm] [To confirm]

How to submit an idea All [To confirm] [To confirm] [To confirm]

Item	Audience	Owner	Last reviewed	Next review
Getting started	All	[To confirm]	[To confirm]	[To confirm]
Approved-use guidance in plain words	All	[To confirm]	[To confirm]	[To confirm]
Starting scenarios by audience (from the `scenario-catalogue`)	[To confirm]	[To confirm]	[To confirm]	[To confirm]
Known issues	All	[To confirm]	[To confirm]	[To confirm]
How to report a data concern	All	[To confirm]	[To confirm]	[To confirm]
How to submit an idea	All	[To confirm]	[To confirm]	[To confirm]

6. Service desk readiness

Item	Entry	Ready?
Knowledge articles for access and common faults	[To confirm: list]	Yes / No
Triage script that recognises how-to questions and routes them	[To confirm]	Yes / No
Category codes for Copilot contacts	[To confirm]	Yes / No
Escalation route to administrators	[To confirm]	Yes / No
Process for raising requests with Microsoft support	[To confirm: who can raise them]	Yes / No

Item

Entry

Ready?

Knowledge articles for access and common faults

[To confirm: list]

Yes / No

Triage script that recognises how-to questions and routes them

[To confirm]

Yes / No

Category codes for Copilot contacts

[To confirm]

Yes / No

Escalation route to administrators

[To confirm]

Yes / No

Process for raising requests with Microsoft support

[To confirm: who can raise them]

Yes / No

7. Champion boundary in support

Champions do	Champions do not	Where that goes instead
Answer how-to questions in their own teams	Handle access, licence or fault requests	Service desk
Show good practice and verification	Assess data exposure or permissions	Security route
Point people to self-help and office hours	Approve agents, connectors or shared solutions	Intake and governance route
Pass on repeated themes	Run formal training	Learning calendar

Champions do

Champions do not

Where that goes instead

Answer how-to questions in their own teams

Handle access, licence or fault requests

Service desk

Show good practice and verification

Assess data exposure or permissions

Security route

Point people to self-help and office hours

Approve agents, connectors or shared solutions

Intake and governance route

Pass on repeated themes

Run formal training

Learning calendar

Agreed Champion time for support: [To confirm: share of the agreed commitment, confirmed with managers]

8. Capacity plan

Period	Expected demand	Extra capacity	Owner
Weeks after each launch wave	[To confirm: estimate from pilots or earlier waves]	[To confirm: for example additional office hours]	[To confirm]
Steady state	[To confirm]	[To confirm]	[To confirm]
After a significant Copilot change	[To confirm]	[To confirm]	[To confirm]

Period

Expected demand

Extra capacity

Owner

Weeks after each launch wave

[To confirm: estimate from pilots or earlier waves]

[To confirm: for example additional office hours]

[To confirm]

Steady state

[To confirm]

After a significant Copilot change

[To confirm]

9. Feedback loop

Field	Entry
Theme review rhythm	[To confirm: for example monthly]
Who attends	[To confirm: adoption lead, service desk, guidance owners, Champion representative]
Where fixes go	Guidance, onboarding, scenarios, knowledge owners, training
How changes are published to users	[To confirm]

Field

Entry

Theme review rhythm

[To confirm: for example monthly]

Who attends

[To confirm: adoption lead, service desk, guidance owners, Champion representative]

Where fixes go

Guidance, onboarding, scenarios, knowledge owners, training

How changes are published to users

[To confirm]

10. Measures

Reported by category, team or audience above the agreed minimum group size of [To confirm: size].

Measure	Baseline	Target	Source	Owner
Contacts by category	[To confirm]	[To confirm]	[To confirm]	[To confirm]
Share resolved through self-help or peer guidance	[To confirm]	[To confirm]	[To confirm]	[To confirm]
Time to resolve access issues	[To confirm]	[To confirm]	[To confirm]	[To confirm]
Data concerns handled within the agreed time	[To confirm]	[To confirm]	[To confirm]	[To confirm]
Repeat themes fixed at source	[To confirm]	[To confirm]	[To confirm]	[To confirm]

Measure

Baseline

Target

Source

Owner

Contacts by category

[To confirm]

Share resolved through self-help or peer guidance

[To confirm]

Time to resolve access issues

[To confirm]

Data concerns handled within the agreed time

[To confirm]

Repeat themes fixed at source

[To confirm]

11. Pre-launch walk-through

Walk one sample contact from each category through its route before the first wave.

Category	Walked through on	Result	Issue and owner
[To confirm]	[To confirm: date]	Pass / Fail	[To confirm]

12. Approval

Role	Name	Decision	Date
Adoption lead	[To confirm]	[To confirm]	[To confirm]
IT service owner	[To confirm]	[To confirm]	[To confirm]
Security and privacy owner	[To confirm]	[To confirm]	[To confirm]
Champions programme owner	[To confirm]	[To confirm]	[To confirm]

Role

Name

Decision

Date

Adoption lead

[To confirm]

IT service owner

[To confirm]

Security and privacy owner

[To confirm]

Champions programme owner

[To confirm]

Credit: Template from CopilotForge by Simon Foote (https://github.com/SimonFoote-greensparx/CopilotForge), licensed under CC BY 4.0. Keep this credit when you share or adapt the template; in your own completed document you may keep it as a footer or remove it.

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