Case Study Background

Microsoft’s Data Platform (DaP) Support team manages a vast ecosystem of over 33,000 internal wiki articles across 14Planning Categories (PCYs), covering a wide range of technologies including Microsoft Fabric, SQL products, and otherData Platform workloads.​

• Each PCY’s wiki repository contains diverse types of content—such as how-to guides, troubleshooting manuals,reference documentation, and training materials. However, these resources were not always optimized for real-timetroubleshooting or Copilot-assisted resolutions.​
• Over time, the knowledge base expanded organically, resulting in challenges such as inconsistent formatting,unstructured content, low quality articles with missing metadata and tags, and outdated articles.​
• With the introduction of AI-powered support models such as Agent Copilot and the Case Complexity Model (CCM), itbecame crucial to transform this knowledge base into AI-ready, accurate, and well-structured content — ensuringsupport engineers can work better and resolve cases faster.​

• 713 new one pagers
• Produced 94% high quality content
• 100 % completion rate

Client
Microsoft

Industry
Enterprise AI Platforms & Technology

Technologies

Challenge​

•  Lengthy wiki articles that were not helpful during real-time troubleshooting sessions.
• A large no of outdated, incomplete, or blank articles in the wiki repository.
• Redundant and repetitive content that made it difficult for engineers to find relevant guidance.
• Poor content quality with unstructured information, broken links, compliance issues, images without alt text and inconsistent formatting.
• Low Copilot discoverability due to missing tags, improper metadata, and lack of AI-ready structure.​
• These issues limited DFM Copilot’s ability to retrieve precise, actionable information, reducing its overall impact on engineer productivity and case resolution speed.​​​​

 Built a Dedicated Team:

Aptly Technology built a dedicated team of EEE Technical Writers who collaborated closely with Microsoft’s Program Managers and EEEs (Embedded Escalation Engineer)& SME’s(Subject MatterExperts) to modernize the entire knowledge ecosystem and ensure it was AI-ready for Copilot ingestion.

 Followed a Structured Content Review Framework:

• Aptly, in collaboration with  Microsoft,  implemented a 10step  content  review  framework   designed to standardize and elevate content quality across all14 PCYs.​
• Aptly picked up prioritized pcys and each article was reviewed and updated  based on the following content lifecycle framework:​
• Details -> Routing  –>  Applicability -> Accessibility ->Compliance-> Accuracy ->Content Quality -> Self-Help-> Copilot Delivery Model -> SME Final Review​

• All of these steps were tracked in ADO, ensuring that every article reviewed by the Aptly team was accurate, structured, AI-ready, LLM compatible and actionable, with outdated or no content identified and addressed, enhancing both human usability and Copilot discoverability.​

 Leveraging M365 Copilot for SAP Path Identification​: 

Identifying the correct SAP Path for thousands of wiki articles was a significant challenge for writers. Aptly used Microsoft 365 Copilot to quickly analyze content and suggest the appropriate SAP mappings, significantly speeding up the process.

One Pager Creation​:

• Aptly transformed lengthy and complex how-to and troubleshooting articles into concise, scenario-based One-Pager TroubleshootingGuides(TSGs) for low-complexity SAPs. Each One-Pager included: ​
• Defined SAP and skill groupmapping ​
• Alignment with the 10-stepcontent strategy framework ​
• Step-by-step troubleshooting guidance ​
• Tested Copilot prompts to ensure the One-Pager content is easily discoverable. ​
• SME-reviewed validation to ensure technical accuracy and soundness. ​
• Aptly used Microsoft’s DTP One-Pager Automation Tool as an assistant to quickly create crisp and concise One-Pager content.​

​Centralized Governance Reporting & Collaboration​:

• To ensure transparency, accurate reporting, and accountability, Aptly &Microsoft used standardized Power BI dashboards to track over30,000 work items, monitoring article completion, reviews, PR approvals, ADO hygiene, and overall quality metrics.​
• Continuous Collaboration and Improvement: Aptly’s team conducted daily stand-ups, weekly quality checkpoints, and monthly operational reviews with Microsoft stakeholders to maintain alignment, ensure quality delivery, and drive continuous improvement. Feedback from SME’s used to identify gaps and refine content in real time.​​

​

​