Role-Based Programme
RB0467

Copilot for Microsoft 365 for Customer Service & Customer Success

Advanced Customer Intelligence, Service Excellence & Success Operations

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

Programme Objectives

  • Develop advanced expertise in using Microsoft 365 Copilot across customer support, onboarding, account management, adoption, retention, service analysis, and customer-success workflows.
  • Synthesize approved customer information from emails, meetings, documents, spreadsheets, knowledge sources, surveys, and organizational content into actionable insights.
  • Build reusable AI-assisted workflows for case analysis, customer communications, success planning, health reviews, QBRs, renewals, escalation management, and Voice of Customer analysis.
  • Use Copilot to improve customer-service analytics, management reporting, stakeholder coordination, and continuous service improvement.
  • Establish governance for customer privacy, confidentiality, factual accuracy, permissions, responsible AI, commercial commitments, and accountable human decision-making.

Tools covered

Microsoft 365 CopilotCopilot ChatMicrosoft OutlookTeamsWordExcelPowerPointOneDriveSharePointMicrosoft FormsMicrosoft LoopMicrosoft Graph-Grounded Organizational ContextAI-Assisted SearchMeeting IntelligenceData AnalysisSummarization & Customer Communication

Who should attend

  • Customer Service Directors
  • Customer Success Directors
  • Customer Experience Leaders
  • Customer Service Managers
  • Customer Success Managers
  • Strategic Customer Success Managers
  • Key Account Success Managers
  • Customer Support Managers
  • Service Delivery Managers
  • Customer Operations Professionals
  • Customer Experience Analysts
  • Customer Onboarding Leaders
  • Retention & Adoption Professionals
  • Customer Success Operations Professionals
  • Customer Service & Success Team Leads

Prerequisites & Participant Readiness

  • Working knowledge of customer service, customer success, or account-management processes
  • Experience with customer queries, support cases, onboarding, account reviews, adoption, or renewals
  • Regular working knowledge of Microsoft 365 applications
  • Familiarity with customer-service metrics, customer feedback, account data, or service reporting
  • Access to an eligible Microsoft 365 Copilot environment
  • No programming expertise required
  • No previous Copilot course required

TOC Modules

Concepts
  • Understanding Copilot across Outlook, Teams, Word, Excel, PowerPoint, SharePoint, OneDrive, Loop, Forms, and Copilot Chat
  • Mapping Copilot capabilities across customer service, success, experience, and account-management workflows
  • Understanding organizational grounding, context, permissions, and information boundaries
  • Differentiating AI assistance from accountable customer, commercial, and service decisions
Practical activities
  • Mapping current customer workflows to appropriate Copilot capabilities
  • Designing reusable prompts using Customer Context → Need → Evidence → Constraints → Output
  • Creating role-specific prompt patterns for service and success teams

Scenarios

Strategic Customer Issue to Service Recovery & Retention Action

Customer Escalation → Microsoft 365 Copilot Case Synthesis → Issue History & Business Impact → Cross-Functional Review → Recovery Plan → Customer Communication → Resolution Tracking → Health Reassessment → Retention Actions

Participants use Microsoft 365 Copilot to coordinate a complex customer situation while keeping root-cause confirmation, commitments, service recovery, and commercial decisions under accountable human ownership.

Customer Portfolio Data to Proactive Success Strategy

Validated Customer Data → Copilot-Assisted Analysis → Adoption, Service & Engagement Signals → Account Segmentation → Success Priorities → QBR Preparation → Human Review → Customer Actions → Leadership Reporting → Continuous Improvement

Participants transform validated customer information into proactive success actions across a portfolio while ensuring health assessments, renewal decisions, and customer commitments remain evidence-based and human-led.

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