Expanding Knowledge Sources in Copilot Studio: What’s New in Power Platform 2025 Release Wave 1
In the fast-moving world of business intelligence and customer engagement, staying ahead means harnessing the right technology. Microsoft’s Copilot Studio has already transformed the way organizations access and use information through knowledge sources, providing businesses with a powerful framework for delivering accurate, context-rich responses in real time.
With the Power Platform 2025 Release Wave 1, Microsoft is doubling down on this capability, unveiling a new lineup of expanded knowledge sources that promise even greater efficiency, flexibility, and intelligence. These additions aren’t just incremental updates, but they represent a leap forward in how businesses manage and integrate information, ensuring that customer-facing platforms remain responsive and well-informed.
Before diving into the latest advancements, let’s take a quick look at the foundation laid in our previous discussion.
Recap: The Power of Knowledge Sources in Copilot Studio
In our previous blog, we explored the fundamental role that knowledge sources play in Copilot Studio and how they enable businesses to centralize intelligence, streamline responses, and enhance customer satisfaction. We highlighted how Power Platform’s 2025 Release Wave 1 introduced several integrations, including:
- Confluence Spaces and Pages: Bringing unstructured data into Copilot Studio’s knowledge base to support natural language queries.
- Databricks Connectivity: Providing real-time reasoning over live operational data without the need for manual ingestion or SQL scripting.
- OneDrive Files and Folders: Enabling businesses to index and retrieve stored content seamlessly for context-aware responses.
Each of these enhancements underscores the importance of knowledge sources in delivering timely, relevant, and highly personalized customer interactions. But Microsoft isn’t stopping there—this release wave brings even more new sources into the mix.
Add Salesforce Unstructured Knowledge Base Content as a Knowledge Source
Salesforce knowledge base content now serves as an unstructured knowledge source in Copilot Studio, enabling makers to integrate Salesforce articles directly into their agents. This addition enhances productivity by allowing agents to access and utilize Salesforce content alongside other knowledge sources without leaving their operational environment. Connections are configured in Copilot Studio, with content indexed in Dataverse for accurate responses to natural language queries.
Access is safeguarded through user token validation, ensuring agents receive data they are authorized to view, with scheduled syncs maintaining information freshness every 4–6 hours.
Add ServiceNow Unstructured Knowledge Base Content as a Knowledge Source
ServiceNow unstructured knowledge base content can now be integrated into Copilot Studio agents, enabling makers to access and utilize ServiceNow articles alongside other knowledge sources without switching platforms. This functionality allows agents to deliver high-quality responses derived from operational data within ServiceNow configurations, with content indexed in Dataverse for precise natural language query results.
Administrators can manage access via the ServiceNow connector, ensuring data security through user token validation. Scheduled syncs every 4–6 hours keep the knowledge base updated, and users can reference original articles through citations, streamlining workflows and enhancing productivity.
Add ZenDesk Unstructured Knowledge Base Content as a Knowledge Source
Makers can now integrate unstructured ZenDesk knowledge base content into Microsoft Copilot Studio agents, enhancing productivity by enabling access to ZenDesk articles alongside other knowledge sources without navigating away from the platform. Administrators manage access via the ZenDesk connector in the Power Platform admin center, ensuring responses are tailored to authorized data through user token validation. Indexed in Dataverse, the content supports precise, natural language query results, with users able to reference original articles through citations.
Scheduled syncs every 4–6 hours keep the knowledge base current and reliable.
Final Thoughts
These advancements mark significant strides in transforming the way businesses harness unstructured knowledge to deliver smarter, more efficient interactions. By integrating tools like Salesforce, Service Now, and ZenDesk into Copilot Studio, Microsoft empowers organizations to streamline workflows, enhance productivity, and ensure access to up-to-date operational data.
But the journey doesn’t end here. Stay tuned for the next blog, where we’ll explore even more knowledge sources being added to the ever-expanding capabilities of Copilot Studio, pushing the boundaries of what’s possible in intelligent customer and operational support.
