Role-Based Programme
RB0579

Microsoft Copilot Studio for Customer Service & Customer Success

AI Agents for Self-Service, Customer Journeys & Service Automation

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

Programme Objectives

  • Develop functional proficiency in designing Copilot Studio agents for customer service, onboarding, customer success, and self-service experiences.
  • Build grounded agents using approved product, service, policy, and support knowledge.
  • Integrate tools, connectors, topics, and workflows to support customer requests beyond simple question answering.
  • Design escalation and live-agent handoff experiences that preserve context when human intervention is required.
  • Test, evaluate, monitor, and optimise customer-facing agents using structured quality and performance evidence.

Tools covered

Microsoft Copilot StudioAI AgentsAgent InstructionsGenerative OrchestrationKnowledge SourcesTopicsTools & ConnectorsAgent FlowsLive-Agent HandoffTest ChatAgent EvaluationMonitor & AnalyticsPublishing & Channels

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Support Managers
  • Customer Experience Managers
  • Customer Service Professionals
  • Customer Success Professionals
  • Support Operations Professionals
  • Customer Onboarding Professionals
  • Customer Education Professionals
  • Technical Support Professionals
  • Service Delivery Managers
  • Customer Service & Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer-success processes
  • Familiarity with customer enquiries, FAQs, onboarding, support cases, or service workflows
  • Basic awareness of CRM, knowledge-base, or enterprise business applications is helpful
  • No programming expertise required
  • No previous Microsoft Copilot Studio experience required
  • Access to specific channels, connectors, and integrations may depend on organisational licensing and administrator permissions

TOC Modules

Concepts
  • Understanding AI agents and their role across customer service and customer success
  • Exploring instructions, knowledge, topics, tools, workflows, testing, and publishing
  • Mapping Customer Need → Agent Assistance → Resolution / Action → Outcome
  • Differentiating self-service automation from human customer-service interactions
Practical activities
  • Exploring the Copilot Studio authoring environment
  • Creating a basic customer-support agent
  • Defining its users, purpose, scope, and success measures

Scenarios

Customer Question to End-to-End Self-Service Resolution

Customer Question → Copilot Studio Agent → Approved Knowledge → Troubleshooting Guidance → Required Business Action → Confirmation → Resolution → Analytics

Participants build a service experience that answers customer questions using governed knowledge and completes a relevant support action where appropriate.

Complex Customer Issue to Contextual Human Handoff

Customer Issue → Agent Diagnosis → Knowledge & Tool Attempts → Escalation Trigger → Conversation Context Transfer → Live Agent → Resolution → Interaction Review

Participants design a customer journey in which routine support is handled through AI while complex or sensitive cases move seamlessly to a human service professional with relevant context preserved.

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