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Turn scattered agency procedures into a Microsoft Copilot knowledge base staff can ask questions

who Jill Grucza, P&C operations coordinator at Emerling, Floss, Murphy & Associates, an independent insurance agency in New York, in a Big "I" agency AI survey

The problem

The agency's procedure information was scattered everywhere, so employees had no single place to find answers.

What happened

Still in beta: two employees are testing it to find issues before it launches to the rest of the team. Grucza says getting the documentation into one central place was easier than expected, and building up the knowledge base took longer than expected.

Source: IndependentAgent.com (Big "I" agency AI survey): Using AI to Help Employees Find Answers Faster and Work More Efficiently (2026-07-07) · Added 2026-10-18.

How to set it up yourself

1. Plan how you will gather every procedure before you start, as Grucza advises, because it is a lot to tackle in a short time.
2. Put the procedures in one SharePoint or OneDrive library, one document per task, with plain titles like "Mid-term vehicle change".
3. Have two people ask Copilot real questions with the prompt below, check the answers against the documents and fix gaps before the whole team gets it.
4. Use a licensed business plan so agency data stays inside your Microsoft account.
5. When a procedure changes, update the document, not just the answer someone remembers.

Copy-paste prompt

Using only the documents in our {LIBRARY NAME} procedure library, answer: {QUESTION, e.g. How do we process a mid-term vehicle change on a personal auto policy?} Give the steps in order, name the document you used for each step, and say "Not in our procedures" if the documents do not cover it. Do not fill gaps with general insurance knowledge.

Tools used

Some tool links may be affiliate links. Disclosure

Checked prices: Microsoft Copilot: from Individuals: Microsoft 365 Personal with Copilot $9.99/mo; Business: Copilot add-on from $18/user/mo paid yearly (promo, normally $21) (verified 2026-10-17)

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