M365 Copilot for Customer Service
Response Quality, Consistency, and Decision Support Using AI
M365 Copilot for Customer Service is a half-day, scenario-based workshop that teaches customer service professionals how to prompt Microsoft Copilot effectively, apply disciplined judgement in customer interactions, and use the Researcher agent to scale research and response preparation once the fundamentals are in place.
Participants learn how to control Copilot outputs so responses remain accurate, on-brand, and appropriate for customers. Skills are applied across realistic customer service scenarios involving enquiries, issues, escalation, and internal decision support.
Who should attend: Customer service and support teams, service desk and contact centre staff, customer success and account support roles, and anyone responsible for responding to customer enquiries or issues.
By the end of this course, you will be able to:
Access to Microsoft 365 Copilot is recommended. Familiarity with basic customer service processes is required. No prior AI, prompting, or Researcher agent experience is needed.
We currently have no public courses scheduled. Please contact us to register your interest.
We currently have no public courses scheduled. Please contact us to register your interest.
We currently have no public courses scheduled. Please contact us to register your interest.
We currently have no public courses scheduled. Please contact us to register your interest.
We currently have no public courses scheduled. Please contact us to register your interest.
We currently have no public courses scheduled. Please contact us to register your interest.
We currently have no public courses scheduled. Please contact us to register your interest.
We currently have no public courses scheduled. Please contact us to register your interest.
Copilot for M365 Learn how to use Copilot across Word, Excel, Outlook and more. Get hands-on with AI-powered tools to boost productivity and streamline everyday tasks.
Copilot for ExcelUse Copilot to analyse data, write formulas, build dashboards and automate reporting. Make Excel smarter, faster and easier.
Copilot for Outlook and TeamsWork smarter in Outlook and Teams. Learn how Copilot helps you manage emails, plan meetings and collaborate more efficiently.
Copilot for PowerPointTurn ideas into polished presentations with AI. Learn how to draft slides, enhance visuals and create content using natural language.
Copilot for WordWrite, edit and summarise documents faster with Copilot. Save time and improve quality using AI in Microsoft Word.
Microsoft Copilot Studio: Building AI AgentsIn this intermediate Power Apps training course, you’ll work with canvas components, collections, and Power Automate integrations.
Copilot for SalesResearch smarter and sell with more confidence using Copilot. This scenario-based workshop builds prompting, discovery, and research skills for sales-focused roles.
Copilot for OperationsPlan, coordinate, and respond with more clarity using Copilot. This scenario-based workshop builds prompting, operational thinking, and decision support skills for operations-focused roles.
Copilot for MarketingPlan, create, and refine marketing work with more confidence using Copilot. This scenario-based workshop builds prompting, research, and campaign decision support skills for marketing-focused roles.
Copilot for Legal ServicesDraft, review, and analyse legal material with more confidence using Copilot. This scenario-based workshop builds prompting, legal reasoning, and decision support skills for legal-focused roles.
Copilot for HRResearch, advise, and communicate with more confidence using Copilot. This scenario-based workshop builds prompting, HR reasoning, and decision support skills for HR-focused roles.
Copilot for FinanceAnalyse data, validate outputs, and communicate with more confidence using Copilot. This scenario-based workshop builds prompting, financial judgement, and decision support skills for finance-focused roles.
Prompting Effectively with Copilot
Why vague prompts create risky customer responses
The Goal–Context–Sources–Expectations prompt model
Using constraints to control tone, empathy, and scope
Preventing over-promising or policy breaches
Refining a prompt once, then editing manually
Understanding the Customer Issue
Reviewing a customer enquiry or complaint
Identifying the core issue, facts, and missing information
Recognising emotional tone and urgency
Determining appropriate response boundaries
Drafting a Customer Response
Translating your issue assessment into a customer-facing response
Controlling tone, empathy, and clarity
Avoiding commitments beyond policy or authority
Escalation and Internal Coordination
Identifying when escalation is required
Preparing internal summaries for supervisors or other teams
Using Copilot to structure internal notes — not decide outcomes
Service Options and Resolution Paths
Presenting alternative resolution paths
Making trade-offs explicit (customer impact, cost, precedent)
Drafting justification language for internal approval
Researcher Agent: Scaling Customer Service Research
Why Researcher does not replace service judgement or empathy
When Researcher is appropriate (policy lookup, precedent research, product background)
Converting manual research steps into a Researcher task
Responding to Researcher clarification questions
Reviewing and validating Researcher outputs before use
What is this course about?
M365 Copilot for Customer Service is a half-day, scenario-based workshop that teaches customer service professionals how to prompt Microsoft Copilot effectively, apply disciplined judgement in customer interactions, and use the Researcher agent to scale research and response preparation. It focuses on response quality, consistency, and responsible AI use in customer-facing roles.
Who should attend this course?
This course is suited to customer service and support teams, service desk and contact centre staff, customer success and account support roles, and anyone responsible for responding to customer enquiries or issues. No prior AI or prompting experience is required.
What will I be able to do after completing this course?
You will be able to write clear, effective prompts using a repeatable structure, control tone and accuracy in customer-facing responses, separate facts from assumptions and policy constraints, apply prompting discipline across common service workflows, recognise when escalation is required, and use the Researcher agent to scale customer-related research responsibly.
What is the Researcher agent and when is it introduced?
The Researcher agent is a Microsoft 365 Copilot capability that can accelerate background research tasks such as policy lookup, precedent research, and product information gathering. It is introduced only after participants have completed the four core service scenarios and demonstrated they can assess customer context and risk themselves — ensuring it is used to support service judgement, not replace it.
Do I need any prior AI or Copilot experience?
No prior AI, prompting, or Researcher agent experience is required. Familiarity with basic customer service processes is expected. Access to Microsoft 365 Copilot is recommended to get the most from the hands-on exercises.
How long is the course and how is it delivered?
The course runs for half a day (3.5 hours). It is delivered instructor-led, either in-person or live online, and is scenario-based and hands-on throughout.
What scenarios are covered in the course?
The course includes four realistic customer service scenarios: understanding the customer issue, drafting a customer response, escalation and internal coordination, and presenting service options and resolution paths. Each scenario produces a practical output that participants can immediately apply in their role.
Will there be practical exercises?
Yes. The entire course is scenario-based and hands-on. Participants practise prompting and judgement across realistic customer service situations and leave with four concrete service artefacts, a repeatable prompting framework, and a workflow they can apply immediately.
Is there a certificate upon completion?
Yes. You will receive a Nexacu Certificate of Completion to verify your skills with Microsoft 365 Copilot for Customer Service. It is ideal for sharing on LinkedIn or adding to your professional development record.
Can this course be delivered for my team or organisation?
Yes. This course is available as a private, customised session for teams and organisations. Contact Nexacu to discuss group bookings, tailored scenarios, or workplace training options.
Microsoft Copilot Training in Remote Online
View Dates Copilot for M365 Learn how to use Copilot across Word, Excel, Outlook and more. Get hands-on with AI-powered tools to boost productivity and streamline everyday tasks.
Copilot for ExcelUse Copilot to analyse data, write formulas, build dashboards and automate reporting. Make Excel smarter, faster and easier.
Copilot for Outlook and TeamsWork smarter in Outlook and Teams. Learn how Copilot helps you manage emails, plan meetings and collaborate more efficiently.
Copilot for PowerPointTurn ideas into polished presentations with AI. Learn how to draft slides, enhance visuals and create content using natural language.
Copilot for WordWrite, edit and summarise documents faster with Copilot. Save time and improve quality using AI in Microsoft Word.
Microsoft Copilot Studio: Building AI AgentsIn this intermediate Power Apps training course, you’ll work with canvas components, collections, and Power Automate integrations.
Copilot for SalesResearch smarter and sell with more confidence using Copilot. This scenario-based workshop builds prompting, discovery, and research skills for sales-focused roles.
Copilot for OperationsPlan, coordinate, and respond with more clarity using Copilot. This scenario-based workshop builds prompting, operational thinking, and decision support skills for operations-focused roles.
Copilot for MarketingPlan, create, and refine marketing work with more confidence using Copilot. This scenario-based workshop builds prompting, research, and campaign decision support skills for marketing-focused roles.
Copilot for Legal ServicesDraft, review, and analyse legal material with more confidence using Copilot. This scenario-based workshop builds prompting, legal reasoning, and decision support skills for legal-focused roles.
Copilot for HRResearch, advise, and communicate with more confidence using Copilot. This scenario-based workshop builds prompting, HR reasoning, and decision support skills for HR-focused roles.
Copilot for FinanceAnalyse data, validate outputs, and communicate with more confidence using Copilot. This scenario-based workshop builds prompting, financial judgement, and decision support skills for finance-focused roles.
Microsoft Copilot Training in Remote Online
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