Role-Based Programme
RB0464

Copilot for Microsoft 365 for Customer Service & Customer Success

Improve Customer Communication, Support & Success Workflows

IMAGE REQUIRED
Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how Microsoft 365 Copilot can support customer service, customer success, onboarding, support, and account-management activities.
  • Use Copilot to summarize customer emails, service interactions, meeting discussions, documents, and account information.
  • Explore Copilot for drafting customer responses, follow-ups, onboarding content, service updates, and success communications.
  • Use Excel with Copilot to organize customer issues, follow-ups, service metrics, and basic account information.
  • Apply responsible AI practices covering customer privacy, confidentiality, communication accuracy, commitments, and human customer ownership.

Tools covered

Microsoft 365 CopilotCopilot ChatOutlookTeamsWordExcelPowerPointOneDriveSharePoint

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Support Professionals
  • Customer Success Executives
  • Customer Experience Professionals
  • Customer Onboarding Professionals
  • Account Management Professionals
  • Service Delivery Professionals
  • Technical Support Professionals
  • Customer Operations Professionals
  • Customer Success Operations Professionals
  • Customer Service & Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer success processes
  • Familiarity with customer communication, support, onboarding, or follow-up activities
  • Basic experience with Microsoft 365 applications
  • Basic familiarity with Microsoft Excel is helpful
  • No programming expertise required
  • No previous Microsoft 365 Copilot experience required

TOC Modules

Concepts
  • Understanding Copilot across Outlook, Teams, Word, Excel, PowerPoint, SharePoint, and OneDrive
  • Identifying customer use cases across support, onboarding, communication, and account follow-up
  • Understanding AI-assisted productivity across the customer lifecycle
  • Differentiating AI assistance from customer-service judgement and relationship ownership
Practical activities
  • Exploring Copilot in common customer workflows
  • Testing basic customer-service and success prompts
  • Mapping Customer Activity → Microsoft 365 App → Copilot Support

Scenarios

Customer Issue to Resolution Follow-Up

Customer Email → Outlook Copilot Summary → Issue & Impact → Teams Discussion → Resolution Action → Customer Response → Follow-Up

Participants summarize a customer issue, organize the required response, capture internal actions, and prepare a clear customer follow-up while maintaining human ownership of the resolution.

Customer Success Meeting to Action Plan

Customer Meeting → Teams Copilot Summary → Goals & Concerns → Word Success Notes → Excel Action Tracker → Customer Follow-Up

Participants convert a customer-success discussion into structured goals, concerns, actions, owners, and follow-up communication to improve account coordination and customer experience.

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