Role-Based Programme
RB0465

Copilot for Microsoft 365 for Customer Service & Customer Success

Build AI-Assisted Support, Communication & Customer Success Workflows

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational capability in applying Copilot across customer support, customer success, service communication, and account follow-through.
  • Use approved organisational information to summarise customer conversations, retrieve relevant knowledge, and prepare consistent responses.
  • Create structured workflows for case understanding, customer meetings, action tracking, onboarding, adoption, and service reviews.
  • Analyse customer-service and customer-success data to identify trends, recurring issues, outstanding actions, and priorities.
  • Apply privacy, accuracy, escalation, human review, and responsible AI practices throughout customer-facing workflows.

Tools covered

Microsoft CopilotCopilot ChatMicrosoft OutlookTeamsWordExcelPowerPointMicrosoft 365 Copilot PagesOneDrive & SharePoint Content

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Support Professionals
  • Customer Experience Professionals
  • Customer Success Executives
  • Technical Support Professionals
  • Service Operations Professionals
  • Customer Onboarding Professionals
  • Customer Engagement Professionals
  • Account Success Professionals
  • Customer Service Team Leads
  • Customer Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer-success processes
  • Familiarity with customer enquiries, support cases, account communication, onboarding, or follow-ups
  • Basic working knowledge of Microsoft 365 applications
  • General awareness of generative AI is helpful
  • No programming expertise required
  • No previous Copilot course completion required

TOC Modules

Concepts
  • Understanding Copilot across customer communication, documents, meetings, data, and collaborative workflows
  • Mapping customer activities across Enquiry → Support → Resolve → Follow-Up → Adopt → Grow
  • Understanding organisational context, permissions, and AI-assisted information retrieval
  • Differentiating AI assistance from accountable customer-service judgement
Practical activities
  • Exploring representative customer-service and customer-success prompts
  • Mapping Customer Activity → Copilot Capability → Customer Outcome

Scenarios

Customer Support Case to Structured Resolution

Customer Email → Copilot Thread Summary → Approved Product / Service Knowledge → Issue Classification → Response Draft → Human Review → Customer Response → Action Tracking → Closure

Participants use Copilot to understand a complex customer case, prepare an accurate response, and coordinate follow-through while keeping final customer communication and service decisions under human ownership.

Customer Success Meeting to Adoption Action Plan

Customer Meeting → Teams Recap → Goals & Concerns → Adoption Barriers → Actions & Owners → Excel Success Tracker → Customer Follow-Up → Progress Review

Participants transform a customer-success conversation into a structured adoption and follow-up plan while ensuring that requirements, commitments, risks, and customer-health conclusions are validated by the responsible account team.

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