Role-Based Programme
RB0286

Microsoft Copilot for Customer Service & Customer Success

Resolve, Engage & Build Smarter Customer Workflows

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop functional proficiency in applying Microsoft Copilot across customer enquiries, case resolution, knowledge retrieval, communication, onboarding, adoption, and customer-success reviews.
  • Apply advanced prompting and context techniques to generate accurate, empathetic, customer-specific, and review-ready responses.
  • Use Copilot to summarise customer interactions, retrieve relevant knowledge, prepare meetings, analyse service information, and structure follow-up actions.
  • Apply Microsoft 365 and Service Agent capabilities to connect cases, emails, meetings, knowledge, customer information, and service workflows where configured.
  • Apply privacy, permissions, source validation, customer-data protection, responsible AI, and human judgement across AI-assisted customer interactions.

Tools covered

Microsoft 365 CopilotCopilot ChatService AgentDynamics 365 Customer ServiceTeamsOutlookWordExcelPowerPointSharePointResearcherAnalyst & Copilot Studio

Who should attend

  • Customer Service Managers
  • Customer Service Representatives
  • Customer Support Professionals
  • Customer Success Managers
  • Customer Success Executives
  • Technical Support Professionals
  • Customer Experience Professionals
  • Client Relationship Managers
  • Service Delivery Professionals
  • Customer Onboarding Professionals
  • Account Success Professionals
  • Customer Operations Professionals
  • Support Team Leads
  • Customer Success Team Leads & Heads

Prerequisites & Participant Readiness

  • Basic familiarity with customer service, support, or customer-success activities
  • Understanding of customer enquiries, cases, escalations, onboarding, or account follow-up
  • Basic working knowledge of Microsoft 365 applications
  • Familiarity with CRM, ticketing, or knowledge-management systems is helpful
  • Basic understanding of Generative AI is beneficial but not mandatory
  • Completion of a shorter Copilot programme is not required

TOC Modules

Concepts
  • Understanding Microsoft 365 Copilot, Copilot Chat, Service Agent, and AI-assisted customer workflows
  • Identifying suitable use across Enquiry → Resolution → Follow-Up → Adoption → Success Review
  • Understanding how permissions and connected organisational information affect available customer context
  • Recognising hallucinations, incomplete information, inappropriate tone, and customer-data risks
Practical activities
  • Mapping recurring service and success activities to suitable Copilot-assisted workflows

Scenarios

Customer Case to Resolution & Knowledge

Customer Case → Service Agent Summary → Interaction History → Knowledge Retrieval → Source Validation → Response → Escalation if Required → Resolution → Case Notes / Knowledge Improvement

Participants use Copilot to understand a complex customer case, identify relevant approved knowledge, prepare an accurate response, coordinate escalation where necessary, and capture validated resolution information for future service use.

Customer Onboarding to Success Review

Customer Objectives → Outlook / Teams Context → Onboarding Plan → Enablement Resources → Adoption Follow-Up → Feedback & Service Data → Success Review → Risks / Opportunities → Customer Action Plan

Participants use Microsoft 365 Copilot to structure onboarding, track customer discussions and commitments, analyse adoption and feedback information, and prepare a customer-success review with agreed next actions.

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