Role-Based Programme
RB0580

Microsoft Copilot Studio for Customer Service & Customer Success

Architect Intelligent Service Agents, Customer Journeys & Scalable AI Operations

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

Programme Objectives

  • Develop advanced expertise in architecting Copilot Studio agents for customer service, customer success, onboarding, self-service, case support, and proactive engagement.
  • Design source-grounded and transactional customer experiences that combine enterprise knowledge, CRM/service data, agent reasoning, deterministic workflows, and human assistance.
  • Build reusable agent patterns for case intake, issue resolution, customer onboarding, adoption, renewals, feedback, escalation, and customer-success operations.
  • Integrate Copilot Studio with enterprise applications, APIs, Dataverse, knowledge repositories, and workflow automation while maintaining secure customer-data access.
  • Establish enterprise testing, analytics, governance, lifecycle, quality, and continuous-improvement practices for scalable customer-facing AI agents.

Tools covered

Microsoft Copilot StudioAI AgentsAgent InstructionsGenerative OrchestrationKnowledge SourcesGenerative AnswersTopicsVariablesEntitiesAgent Tools & ActionsAgent FlowsPower Platform ConnectorsCopilot ConnectorsDataverseSharePointMicrosoft Teams IntegrationAuthenticationHuman EscalationTestingAnalyticsEnvironmentsPublishing & Governance

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Experience Leaders
  • Customer Support Managers
  • Customer Operations Managers
  • Service Delivery Managers
  • Customer Success Operations Professionals
  • Customer Onboarding Managers
  • Customer Education Professionals
  • Technical Support Leads
  • CRM / Service Platform Managers
  • Digital Customer Experience Professionals
  • AI / Automation Leads for Customer Operations
  • Customer Service Transformation Professionals
  • Customer Service & Success Team Leads

Prerequisites & Participant Readiness

  • Working knowledge of customer-service or customer-success operations
  • Familiarity with tickets, cases, SLAs, escalation, onboarding, adoption, renewals, and customer communication
  • Basic understanding of CRM, service-management, or workflow platforms
  • Familiarity with Microsoft 365, Power Platform, Dataverse, APIs, or connectors is beneficial
  • Basic understanding of AI-agent concepts is helpful
  • No mandatory programming prerequisite
  • No previous Copilot Studio course is required

TOC Modules

Concepts
  • Understanding Copilot Studio architecture across agents, knowledge, topics, tools, actions, workflows, channels, and analytics
  • Understanding generative versus deterministic patterns in customer-facing automation
  • Mapping customer-service and customer-success journeys to appropriate agent capabilities
  • Defining AI, workflow, CRM, and human-agent responsibilities within the service operating model
Practical activities
  • Assessing an existing customer journey for AI-agent opportunities
  • Mapping Customer Need → Agent → Knowledge / Action → Human → Outcome
  • Defining service-agent scope, boundaries, success measures, and escalation principles
  • Creating an enterprise customer-agent architecture blueprint

Scenarios

Customer Issue to Intelligent Resolution & Human Escalation

Customer Request → Identity & Context → Copilot Studio Agent → Grounded Troubleshooting → Connected Service Action → Resolution Check → Human Escalation if Required → Case Update → Customer Confirmation → Analytics

Participants architect an advanced customer-service agent that resolves common requests using approved knowledge and enterprise actions while transferring complex or sensitive cases to human teams with full interaction context.

Customer Onboarding to Proactive Success Management

New Customer → Onboarding Agent → Guided Setup → Product Education → Milestone Tracking → Adoption Signals → Customer Risk / Opportunity → Success Action → Human CSM Review → Ongoing Customer Engagement

Participants build an integrated customer-success experience that supports onboarding and adoption, identifies validated signals requiring intervention, and coordinates automated and human-led actions throughout the customer lifecycle.

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