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WSQ - Create Copilot Chatbots and Agents with Microsoft Copilot Studio

WSQ - Create Copilot Chatbots and Agents with Microsoft Copilot Studio

Master the art of building AI-powered chatbots with Microsoft Copilot Studio. This course will guide you through conceptualizing chatbot ideas, mapping out storyboards, and tailoring chatbot interactions to meet customer needs. You will learn to create, test, and refine chatbot topics using conversational builders, manage entities and variables, and enhance chatbot functionality with generative AI. By leveraging Microsoft Copilot Studio, you will gain hands-on experience in optimizing chatbot responses, automating tasks, and ensuring seamless customer engagement.

Gain expertise in deploying Copilot chatbots across various platforms while analyzing their performance for continuous improvement. Learn how to integrate chatbots with Power Automate for advanced automation, transfer conversations using Omnichannel for Customer Service, and enhance chatbot usability with system fallback topics. Whether you are designing chatbots for customer service, sales, or operational automation, this course will equip you with the skills to create intelligent, high-performing digital assistants.

Learning Outcomes

By the end of the course, learners will be able to

LO1: Contextualize ideas for chatbots and map out chatbot storyboards to suit customer preferences.
LO2: To determine the frequency and types of chatbot content to be delivered to customers.
LO3: To determine the modes of distributing chatbots and evaluate the chatbot execution.

Course Brochure

Download WSQ - Develop Intelligent Chatbots with Microsoft Copilot Studio and Generative AI Brochure

Skills Framework

This course follows the guideline of Content Strategy ICT-SNM-4004-1.1 TSC under ICT Skills Framework

Certification

Certificate of Completion from Tertiary Infotech - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Infotech.
OpenCerts from SkillsFuture Singapore - After passing the assessment(s) and achieving at least 75% attendance, participants will receive a OpenCert (aka Statement of Achievement) from SkillsFuture Singapore, certifying that they have achieved the Competency Standard(s) in the above Skills Framework.

WSQ Funding

WSQ funding is only applicable to Singaporeans and PR. Subject to eligibility, the funding support is subjected to funding caps.

Effective for courses starting from 1 Jan 2024
Full Fee	GST	Nett Fee after Funding (Incl. GST)
		Baseline	MCES / SME
$750	$67.50	$442.50	$292.50

Baseline: Singaporean/PR age 21 and above
MCES(Mid-Career Enhanced Subsidy): S'porean age 40 & above

Upon registration, we will advise further on how to tap on the WSQ Training Subsidy.

You can pay the nett fee (after the WSQ training subsidy) by the following :

SkillsFuture Enterprise Credit (SFEC)

Eligible Singapore-registered companies can tap on $10000 SFEC to cover out-of-pocket expenses.Click here to submit SkillsFuture Enterprise Credit

SkillsFuture Credit (SFC)

Eligible Singapore Citizens can use their SFC to offset course fee payable after funding but the $4,000 Additional SFC (Mid-Career Support) cannot be used. Click here for SkillsFuture Credit submission

PSEA

Eligible Singapore Citizens can use their PSEA funds to offset course fee payable after funding.

To check for Post-Secondary Education Account (PSEA) eligibility for this course, Visit SkillsFuture (course code: TGS-2022017524)

Scroll down to “Keyword Tags” to verify for PSEA eligibility.
If there is “PSEA” under keyword tags, the course is eligible for PSEA.

Once you are eligible for PSEA, please download and fill up the PSEA Withdrawal Form and email to us.

Course Code: TGS-2022017524

Post-Course Support

We provide free consultation related to the subject matter after the course.
Please email your queries to enquiry@tertiaryinfotech.com and we will forward your queries to the subject matter experts.

Course Cancellation/Reschedule Policy

You can register your interest without upfront payment. There is no penalty for withdrawal of the course before the class commerce.
We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% for any paid amount.
Note the venue of the training is subject to changes due to availability of the classroom

Course Details

LU1 Creating Chatbots and Agents with Microsoft Copilot Studio

Topic 1 Get started with Microsoft Copilot Studio

Get started working with environments
Create agents and work with the Microsoft Copilot Studio interface
Create topics
Enhancing productivity with Generative AI
Test your agents
Publish agents and analyze performance
Create an agent with Microsoft Copilot Studio

Topic 2 Build an initial agent with Microsoft Copilot Studio

Agent creation
Agent creation using conversational builder
Generative Answers
Deploy agents

LU2 Managing Chatbot Topics and Entities

Topic 3 Manage topics in Microsoft Copilot Studio

Work with agent topics
Branch a topic
Create topics for existing support content
Work with system fallback topics
Manage topics

Topic 4 Work with entities and variables in Microsoft Copilot Studio

Work with entities
Custom entities
Use entities in conversations
Work with variables
Reuse variables across topics

LU3 Deploying Copilot Chatbots and Agents

Topic 5 Enhance Microsoft Copilot Studio agents

Use Power Automate to add actions
Agent actions
Transfer conversations to agents by using Omnichannel for Customer Service
Create topics for existing support content
Trigger types
Analyze agent performance

Topic 6 Build effective copilots with Microsoft Copilot Studio

Use cases
Plan for agents
Topics
Design your agent
Build solutions
Build a conversational agent with generative AI
Validate and iterate on your design

Final Assessment

Written Assessment - Short Answer Questions (WA-SAQ)
Practical Performance (PP)

Course Info

Promotion Code

Promo or discount cannot be applied to WSQ courses

Minimum Entry Requirement

Knowledge and Skills

Able to operate using computer functions with minimum Computer Literacy Level 2 based on ICAS Computer Skills Assessment Framework
Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

Positive Learning Attitude
Enthusiastic Learner

Experience

Minimum of 1 year of working experience.

Target Age Group: : 21 - 65 years old

Minimum Software/Hardware Requirement

Software:

You can download and install the following software:

Microsoft Copilot Studio

Hardware: Windows and Mac Laptops

About Progressive Wage Model (PWM)

The Progressive Wage Model (PWM) helps to increase wages of workers through upgrading skills and improving productivity.

Employers must ensure that their Singapore citizen and PR workers meet the PWM training requirements of attaining at least 1 Workforce Skills Qualification (WSQ) Statement of Attainment, out of the list of approved WSQ training modules.

For more information on PWM, please visit MOM site.

Funding Eligility Criteria

Individual Sponsored Trainee

Employer Sponsored Trainee

Singapore Citizens or Singapore Permanent Residents of age 21 and above
From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses.
Trainee must pass all prescribed tests / assessments and attain 100% competency.
We reserves the right to claw back the funded amount from trainee if he/she did not meet the eligibility criteria.

Singapore Citizens or Singapore Permanent Residents who are DIRECT EMPLOYEE of the sponsoring company.
From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses.
Trainee must pass all prescribed tests / assessments and attain 100% competency.
We reserves the right to claw back the funded amount from the employer if trainee did not meet the eligibility criteria.

SkillsFuture Credit:

Eligible Singapore Citizens can use their SkillsFuture Credit to offset course fee payable after funding.

PSEA:

To check for Post-Secondary Education Account (PSEA) eligibility, goto mySkillsFuture portal and search for this course code.
Scroll down to "Keyword Tags" to verify for PSEA eligibility.
If there is “PSEA” under keyword tags, the course is eligible for PSEA.
And if there is no “PSEA” under keyword tags, the course is ineligible for PSEA.
Not all courses are eligible for PSEA funding.

Absentee Payroll (AP) Funding:

$4.50 per hour, capped at $100,000 per enterprise per calendar year.
AP funding will be computed based on the actual number of training hours attended by the trainee.

SFEC:

If the Training Provider has submitted an enrolment for course fee grant claim in Training Partners Gateway (TPGateway), SSG would be able to derive SFEC funding based on this record. There is no need for enterprise to submit any claim request and the SFEC claim will be automatically generated and disbursed.
Where there is no such record, eligible employers are required to submit an SFEC claim after course completion via the SFEC microsite.
SkillsFuture Enterprise Credit (SFEC) Microsite

Steps to Apply Skills Future Claim

The staff will send you an invoice with the fee breakdown.
Login to the MySkillsFuture portal, select the course you’re enrolling on and enter the course date and schedule.
Enter the course fee payable by you (including GST) and enter the amount of credit to claim.
Upload your invoice and click ‘Submit’

SkillsFuture Level-Up Program

The SkillsFuture Level-Up Programme provides greater structural support for mid-career Singaporeans aged 40 years and above to pursue a substantive skills reboot and stay relevant in a changing economy. For more information, visit SkillsFuture Level-Up Programme

Get Additional Course Fee Support Up to $500 under UTAP

The Union Training Assistance Programme (UTAP) is a training benefit provided to NTUC Union Members with an objective of encouraging them to upgrade with skills training. It is provided to minimize the training cost. If you are a NTUC Union Member then you can get 50% funding (capped at $500 per year) under Union Training Assistance Programme (UTAP).

For more information visit NTUC U Portal – Union Training Assistance Program (UTAP)

Steps to Apply UTAP

Note

SSG subsidy is available for Singapore Citizens, Permanent Residents, and Corporates.
All Singaporeans aged 25 and above can use their SkillsFuture Credit to pay. For more details, visit www.skillsfuture.gov.sg/credit
An unfunded course fee can be claimed via SkillsFuture Credit or paid in cash.
UTAP funding for NTUC Union Members is capped at $250 for 39 years and below and at $500 for 40 years and above.
UTAP support amount will be paid to training provider first and claimed after end of class by learner.

Appeal Process

The candidate has the right to disagree with the assessment decision made by the assessor.
When giving feedback to the candidate, the assessor must check with the candidate if he agrees with the assessment outcome.
If the candidate agrees with the assessment outcome, the assessor & the candidate must sign the Assessment Summary Record.
If the candidate disagrees with the assessment outcome, he/she should not sign in the Assessment Summary Record.
If the candidate intends to appeal the decision, he/she should first discuss the matter with the assessor/assessment manager.
If the candidate is still not satisfied with the decision, the candidate must notify the assessor of the decision to appeal. The assessor will reflect the candidate’s intention in the Feedback Section of the Assessment Summary Record.
The assessor will notify the assessor manager about the candidate’s intention to lodge an appeal.
The candidate must lodge the appeal within 7 days, giving reasons for appeal
The assessor can help the candidate with writing and lodging the appeal.
he assessment manager will collect information from the candidate & assessor and give a final decision.
A record of the appeal and any subsequent actions and findings will be made.
An Assessment Appeal Panel will be formed to review and give a decision.
The outcome of the appeal will be made known to the candidate within 2 weeks from the date the appeal was lodged.
The decision of the Assessment Appeal Panel is final and no further appeal will be entertained.
Please click the link below to fill up the Candidates Appeal Form.

Job Roles

Chatbot Developer
Content Strategist
Customer Experience Manager
Digital Marketing Specialist
AI Solutions Architect
Technical Writer (for chatbot scripts)
Customer Support Manager
UX Designer
Product Manager
Digital Transformation Specialist
CRM Specialist
E-commerce Operations Manager
IT Project Manager
Business Analyst (focusing on customer engagement)
User Interface Designer (for chat interfaces)

Trainers

Sanjiv Venkatram: Sanjiv Venkatram is a technology consultant and digital transformation leader with over 20 years of experience in business process automation, enterprise applications, and AI integration. He has led numerous corporate projects in workflow automation, CRM implementation, and chatbot development using Microsoft Power Platform and Copilot tools. As an experienced educator and strategist, Sanjiv bridges business needs with AI-driven innovation, helping organizations streamline operations and improve customer engagement through intelligent automation.

In “Create Copilot Chatbots and Agents with Microsoft Copilot Studio,” Sanjiv guides participants in designing, building, and deploying conversational AI agents using Copilot Studio and Power Virtual Agents. His sessions emphasize practical use cases in customer service, HR automation, and knowledge management. Through hands-on training, he enables learners to integrate Microsoft Copilot tools with existing enterprise systems for enhanced productivity and seamless digital experiences.

James Lee Kin Nam: James Lee is a veteran digital media and IT educator with more than 20 years of experience in creative technology, software integration, and automation. An Adobe Certified Expert and ACLP-qualified trainer, he has taught digital communication, AI-powered productivity, and user interface design in both academic and professional settings. His expertise lies in making complex technologies accessible through visual and experiential learning approaches.

In “Create Copilot Chatbots and Agents with Microsoft Copilot Studio,” James focuses on helping learners design intuitive and engaging conversational interfaces. His sessions explore how Copilot Studio integrates natural language processing with user experience design to create AI agents that communicate effectively. He equips learners to build, test, and deploy Copilot-powered chatbots that enhance customer interaction and organizational efficiency.

Eugene Wong: Eugene Wong is an experienced IT professional and Microsoft Certified Trainer (MCT) with a strong background in business analytics, Power Platform development, and digital productivity tools. Over his career, he has trained corporate clients and professionals across industries in adopting Microsoft 365, Power BI, and AI-driven automation to enhance workplace performance. His approach emphasizes hands-on learning and the practical application of intelligent tools for business improvement.

In “Create Copilot Chatbots and Agents with Microsoft Copilot Studio,” Eugene teaches participants how to leverage AI and the Power Platform to automate customer and internal workflows. His sessions focus on connecting data, designing conversational flows, and integrating Copilot Studio with Microsoft Teams and Power Automate. By combining technical expertise with business insight, he helps learners deploy AI agents that deliver measurable productivity gains.

Bernard Peh: Bernard Peh is a senior learning and development consultant with extensive experience in digital transformation, business analytics, and AI integration. As a certified Principal Trainer and ACLP educator, he has developed and delivered numerous professional courses in Microsoft technologies, data analytics, and intelligent automation. Bernard is passionate about helping professionals use AI and automation tools to simplify processes and unlock business value.

In “Create Copilot Chatbots and Agents with Microsoft Copilot Studio,” Bernard focuses on guiding learners through the creation of intelligent chatbots that enhance communication and streamline business workflows. His sessions emphasize AI prompt design, data integration, and conversational automation. With his practical teaching approach, he ensures participants gain the confidence to build and manage Copilot-powered bots for real-world enterprise applications.

Truman Ng: Truman Ng is a cloud infrastructure and AI systems integration specialist with over 20 years of experience in enterprise networking, cybersecurity, and automation. A PMP, ACTA, and Huawei HCIE-certified professional, he has trained global teams in DevOps, AI engineering, and cloud-native deployment. His expertise lies in bridging infrastructure management with applied AI, enabling organizations to adopt scalable and secure automation systems.

In “Create Copilot Chatbots and Agents with Microsoft Copilot Studio,” Truman teaches the technical foundations of integrating Copilot agents within enterprise environments. His sessions focus on system connectivity, workflow orchestration, and secure data exchange between Copilot Studio and Microsoft services. By merging AI design with cloud deployment strategies, he helps learners implement production-ready chatbot and agent solutions that align with enterprise IT standards.

Customer Reviews (47)

Average Rating: 2.3/5 Review by Course Participant/Trainee

1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment

N/A (Posted on 3/12/2026)

Average Rating: 4.7/5 Review by Course Participant/Trainee

1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment

Thank you for wonderful training!! (Posted on 3/12/2026)

Average Rating: 4.0/5 Review by Course Participant/Trainee

1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment

N/A (Posted on 3/12/2026)

Average Rating: 5.0/5 Review by Course Participant/Trainee

1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment

N/A (Posted on 3/12/2026)

Average Rating: 4.0/5 Review by Course Participant/Trainee

1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment

N/A (Posted on 3/12/2026)

will recommend Review by Course Participant/Trainee

1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment

. (Posted on 11/8/2025)

will recommend Review by Course Participant/Trainee

1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment

. (Posted on 11/8/2025)

Course materials needs to be revised. Review by Course Participant/Trainee

1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment

Materials was only sent 2 hours before the class which does not allow participants time to read through. Slides shared was outdated and did not match the trainer's.

Lab was useful. However, I felt that we were blindly following the trainer without knowing the objective of what we wish to achieve. Lab given is very specific. After the course, I may not know how to apply it to my needs. Course materials needs to be revised. (Posted on 11/8/2025)

NA Review by Course Participant/Trainee

1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment

. (Posted on 11/8/2025)