Role-Based Programme
RB0285

Microsoft 365 Copilot for Customer Service & Customer Success

Practical AI for Support, Customer Experience & Retention

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational proficiency in using Microsoft 365 Copilot across practical Customer Service and Customer Success activities.
  • Apply structured prompting techniques for customer responses, case summarisation, issue resolution, onboarding, adoption, and follow-up.
  • Use Copilot across Outlook, Teams, Word, Excel, PowerPoint, and Forms to communicate, document, analyse, and improve customer interactions.
  • Analyse approved customer feedback, support information, meeting discussions, service data, and customer-success information to identify recurring needs, risks, and improvement opportunities.
  • Build repeatable Copilot-assisted customer workflows while maintaining empathy, factual accuracy, privacy, escalation controls, and human ownership of customer-impacting decisions.

Tools covered

Microsoft 365 CopilotCopilot ChatOutlookTeamsWordExcelPowerPointMicrosoft FormsWeb-Grounded ResearchOrganisational Work Data where authorised

Who should attend

  • Customer Service Executives
  • Customer Support Professionals
  • Customer Success Managers
  • Customer Success Executives
  • Technical Support Professionals
  • Service Desk Professionals
  • Customer Experience Professionals
  • Client Services Professionals
  • Customer Onboarding Professionals
  • Account Support Professionals
  • Customer Operations Professionals
  • Escalation Management Professionals
  • Customer Service Managers
  • Customer Success Team Leaders

Prerequisites & Participant Readiness

  • Basic understanding of Customer Service or Customer Success activities
  • Familiarity with customer queries, support cases, onboarding, follow-ups, or service reporting
  • Basic familiarity with Microsoft 365 applications such as Outlook, Teams, Word, Excel, and PowerPoint is helpful
  • Basic document and spreadsheet-handling knowledge
  • Basic computer and internet proficiency
  • No programming knowledge required
  • No previous Microsoft 365 Copilot experience required
  • Participants should use anonymised or organisation-approved customer information during practical exercises
  • Access to specific Copilot features may depend on organisational licensing, permissions, and configuration
  • Refunds, contractual commitments, service credits, account changes, escalations, and other customer-impacting decisions must remain under authorised human control

TOC Modules

Concepts
  • Understanding Microsoft 365 Copilot, Copilot Chat, Generative AI, and work-grounded assistance
  • Understanding how Copilot works across Outlook, Teams, Word, Excel, PowerPoint, and Forms
  • Identifying applications across support, onboarding, customer communication, success management, and reporting
  • Understanding hallucinations, privacy, permissions, customer-data sensitivity, and responsible AI use
Practical activities
  • Exploring Copilot through common customer-support and success activities
  • Comparing a simple customer prompt with a structured prompt
  • Reviewing generated responses for accuracy, empathy, tone, and unsupported commitments
  • Identifying customer activities suitable for Copilot assistance versus human escalation

Scenarios

Customer Escalation to Structured Resolution

Customer Email Thread → Copilot Summary → Issue & Impact → Approved Resolution Information → Response Draft → Teams Escalation Review → Actions → Customer Follow-Up

Participants use Microsoft 365 Copilot to manage a realistic customer escalation, consolidate the interaction history, prepare appropriate communication, coordinate internal actions, and complete a validated customer follow-up.

Customer Feedback to Service Improvement

Customer Feedback + Service Dataset → Copilot in Excel → Themes & Trends → Recurring Issues → Experience Gaps → Improvement Priorities → PowerPoint Management Review

Participants analyse anonymised customer feedback and service information, identify validated patterns, and convert findings into focused Customer Service and Customer Success improvement priorities.

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