Role-Based Programme
RB0287

Microsoft 365 Copilot for Customer Service & Customer Success

Advanced Customer Intelligence, AI Workflows & Service Automation

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced proficiency in applying Copilot across customer support, case management, onboarding, adoption, customer education, service quality, and customer-success activities.
  • Build reusable AI-assisted workflows for case analysis, knowledge retrieval, troubleshooting, escalation, customer communication, feedback analysis, and success planning.
  • Apply Copilot to customer emails, meetings, service records, knowledge articles, spreadsheets, reports, and external research to generate actionable customer intelligence.
  • Design connected and recurring service workflows using agents, Copilot Studio, enterprise connectors, Researcher, Analyst, and Scheduled Prompts.
  • Apply responsible AI practices covering customer privacy, confidentiality, factual accuracy, permissions, escalation, human approval, and accountable customer decisions.

Tools covered

Microsoft 365 CopilotCopilot ChatOutlookTeamsWordExcelPowerPointResearcherAnalystDynamics 365 Customer Service CopilotCopilot AgentsCopilot StudioCopilot ConnectorsScheduled Prompts

Who should attend

  • Customer Service Representatives
  • Customer Support Specialists
  • Customer Success Managers
  • Technical Support Professionals
  • Customer Experience Professionals
  • Customer Onboarding Specialists
  • Implementation & Adoption Specialists
  • Customer Education Professionals
  • Customer Operations Professionals
  • Knowledge Management Professionals
  • Service Quality Professionals
  • Customer Service Team Leaders
  • Customer Success Team Leaders
  • Customer Experience Managers
  • Customer Service & Success Leaders

Prerequisites & Participant Readiness

  • Familiarity with customer service, customer support, onboarding, or customer-success processes
  • Basic understanding of customer cases, escalations, FAQs, service issues, and follow-up activities
  • Working familiarity with Microsoft 365 applications is beneficial
  • Basic spreadsheet and customer-service reporting knowledge is helpful
  • Experience with CRM, help-desk, or contact-center platforms is beneficial
  • Prior Generative AI experience is helpful but not mandatory
  • No programming knowledge required
  • Advanced functionality may depend on Microsoft Copilot licensing, Dynamics 365 or other connected service platforms, tenant configuration, and administrator permissions
  • Completion of shorter Copilot programmes is not required

TOC Modules

Concepts
  • Understanding Copilot across Understand → Resolve → Educate → Engage → Grow customer workflows
  • Understanding Copilot Chat, Microsoft 365 applications, agents, and organizational work context
  • Understanding AI assistance versus accountable customer-service judgement
Practical activities
  • Mapping recurring service and customer-success activities to suitable Copilot capabilities
  • Identifying customer workflows where AI can improve productivity without reducing human ownership

Scenarios

Customer Case to Resolution & Knowledge Improvement

Customer Request → CRM / Service Case → Copilot Case Summary → Approved Knowledge → Troubleshooting → Outlook / Chat Response → Human Validation → Resolution → Knowledge Improvement

Participants build an advanced support workflow that improves case understanding, knowledge retrieval, response preparation, escalation, and resolution while keeping customer-facing decisions under responsible human control.

Customer Success Intelligence & Proactive Engagement

Customer History + Service Data + Feedback → Excel / Analyst → Researcher → Adoption & Success Signals → Success Plan → Teams / Outlook Engagement → Scheduled Review → Customer Success Manager Action

Participants combine approved customer information, service-performance data, external intelligence, and recurring Copilot workflows to identify adoption challenges and success opportunities, prepare proactive engagement, and support long-term customer outcomes.

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