Role-Based Programme
RB0466

Copilot for Microsoft 365 for Customer Service & Customer Success

AI-Assisted Customer Engagement, Service Insights & Success Workflows

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

Programme Objectives

  • Develop functional proficiency in using Microsoft 365 Copilot for customer communication, service coordination, onboarding, customer-success planning, and account reviews.
  • Build reusable workflows that transform customer emails, documents, meeting discussions, service information, and performance data into actionable insights.
  • Use Copilot in Excel to analyse customer feedback, service metrics, adoption information, cases, and customer-success indicators.
  • Integrate Outlook, Word, Excel, Teams, PowerPoint, Copilot Chat, and Copilot Search across realistic customer-service and customer-success processes.
  • Apply customer-data confidentiality, source validation, factual accuracy, human judgement, and responsible AI practices to customer-facing workflows.

Tools covered

Microsoft 365 CopilotMicrosoft Copilot ChatMicrosoft Copilot SearchCopilot in OutlookWordExcelMicrosoft TeamsPowerPointMicrosoft Graph

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Support Managers
  • Customer Experience Professionals
  • Customer Success Executives
  • Customer Support Specialists
  • Customer Onboarding Professionals
  • Customer Education Professionals
  • Technical Support Professionals
  • Implementation Managers
  • Customer Operations Professionals
  • Customer Service & Success Team Leads

Prerequisites & Participant Readiness

  • Working understanding of customer-service or customer-success processes
  • Familiarity with customer enquiries, support issues, onboarding, account reviews, or customer communication
  • Basic working knowledge of Outlook, Word, Excel, Teams, and PowerPoint
  • Basic spreadsheet and business-analysis skills
  • No programming expertise required
  • No requirement to complete shorter Copilot for Microsoft 365 courses
  • Feature availability may vary by organisational licensing, permissions, and administrator configuration

TOC Modules

Concepts
  • Understanding Microsoft 365 Copilot, Copilot Chat, Microsoft Graph, and organisational work context
  • Exploring Copilot across Outlook, Word, Excel, Teams, PowerPoint, and Copilot Search
  • Mapping customer workflows across Understand → Respond → Resolve → Engage → Grow
  • Identifying where Copilot supports productivity versus where human customer judgement remains essential
Practical activities
  • Exploring Copilot across selected Microsoft 365 applications
  • Mapping a customer journey to relevant Copilot capabilities
  • Creating an initial cross-application customer workflow

Scenarios

Escalated Customer Issue to Structured Resolution

Customer Emails + Support Information → Copilot Search / Summary → Issue Chronology → Excel Service Analysis → Internal Escalation → Teams Review → Customer Response → Resolution & Follow-Up

Participants consolidate distributed information around a complex customer issue, analyse supporting service data, and prepare a coordinated resolution workflow while maintaining human control over technical, commercial, and customer commitments.

Customer Success Review to Growth & Retention Action Plan

Customer Goals + Adoption / Service Data + Meeting History → Copilot Analysis → Customer Health Review → Success Plan → PowerPoint Business Review → Customer Meeting → Decisions & Actions

Participants transform customer information into a structured success review highlighting progress, risks, opportunities, agreed actions, owners, and next steps while keeping final account decisions under accountable human ownership.

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