Training course · Microsoft 365 Copilot · Customer Service

Microsoft 365 Copilot for Customer Service Teams

Use Microsoft 365 Copilot and Copilot Chat in Word, Excel, PowerPoint, Outlook and Teams productively, securely and in line with permissions.

Duration
1 day (7 hrs)
Format
Online or on-site
Language
German or English
Participants
open dates or exclusive for your team
Certificate
Certificate of attendance

Overview

“Microsoft 365 Copilot for Customer Service Teams” is a hands-on course for roles such as First and second-level service agents, Team leads and service managers and Knowledge managers and service trainers. Rather than learning Microsoft 365 Copilot in the abstract, you work on tasks from your daily routine – with examples, exercises and templates from Customer Service.

Microsoft 365 Copilot brings AI right into the applications where your daily work happens: Word, Excel, PowerPoint, Outlook and Teams. What sets it apart from publicly available chatbots is its grounding in your organisation's data via Microsoft Graph – Copilot can draw on the emails, meetings, chats and documents you already have access to. In this practical day you learn to use that connection deliberately: drafting content from existing files, summarising inboxes and long threads, following up on meetings and generating presentations from Word documents.

You also learn how the licensed Copilot differs from Copilot Chat, when web-grounded and when work-grounded answers make sense, and how to use both prebuilt and your own agents. A central topic is the permission model: Copilot only surfaces what you are allowed to see, so sharing settings in SharePoint, OneDrive and Teams directly determine the quality and security of results. You leave with tested prompts for every Office application and a clear understanding of responsible use within your tenant.

Customer service teams are the voice of the company: they answer questions, solve problems and have a major influence on customer satisfaction. Generative AI is changing service in many ways. AI assistants suggest replies to tickets and emails, summarise long conversation histories, translate enquiries and search knowledge bases in seconds. AI agents and chatbots answer routine requests around the clock and hand complex cases over to agents with full context. Automation classifies requests, sets priorities and detects sentiment. This gives service staff more time for demanding cases and empathetic conversations. The prerequisites are a well-maintained knowledge base, clear escalation rules, transparency towards customers and careful handling of the personal data in every ticket.

The course is delivered live – either online in a virtual classroom or on-site in our training rooms in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run it exclusively for your team.

Who is this course for?

  • First and second-level service agents
  • Team leads and service managers
  • Knowledge managers and service trainers
  • Customer success managers
  • Contact centre and service process owners

Typical challenges we address

  • Handling high ticket volumes while maintaining response quality
  • Keeping knowledge up to date and quickly accessible for everyone
  • Onboarding new staff quickly
  • Handling customer requests consistently across languages and channels

What you will be able to do

  • You use Copilot in Word, Excel, PowerPoint, Outlook and Teams for your recurring tasks.
  • You write prompts that draw on existing files, emails and meetings as context.
  • You distinguish between Microsoft 365 Copilot and Copilot Chat and choose the right mode.
  • You use prebuilt agents and create a simple agent of your own for your team.
  • Use AI for reply suggestions, summaries and ticket routing in your service process.
  • Build an AI-ready knowledge base and define clear escalation rules for chatbots.
  • Deploy AI in customer service transparently and in compliance with data protection rules.

Course outline

Module 1 Copilot fundamentals and Microsoft Graph
  • Microsoft 365 Copilot and Copilot Chat: capabilities and licensing
  • Grounding in organisational data through Microsoft Graph
  • Switching between web and work context and referencing specific files
  • Prompt structure with goal, context, source and expectations
Module 2 Word and PowerPoint
  • Drafting from existing documents, notes and emails
  • Rewriting, shortening, adjusting tone and summarising text
  • Generating presentations from Word documents or outlines
  • Refining slides, adding speaker notes and sharpening key messages
Module 3 Excel and data analysis
  • Querying tables, spotting trends and highlighting outliers
  • Getting suggestions for formulas, calculated columns and conditional formatting
  • Creating charts and pivot analyses from natural language
  • Sanity-checking results and ensuring data quality
Module 4 Outlook, Teams and agents
  • Summarising long email threads and drafting replies
  • Summarising Teams meetings and extracting action items and open questions
  • Using Copilot Pages and Notebooks for collaborative work
  • Using prebuilt agents and creating your own with Agent Builder
Module 5 Permissions, data protection and governance
  • The permission model: Copilot only shows what you can access
  • Identifying oversharing in SharePoint, OneDrive and Teams
  • Sensitivity labels, data boundaries and GDPR considerations
  • Usage policies, team adoption and measuring impact
Module 6 Practice lab: Customer Service
  • Reply suggestions
  • Ticket classification and routing
  • Case summaries
  • Knowledge base building
  • Self-service assistant
  • Quality analysis and coaching
Module 7 Data protection, quality & transfer to daily work
  • Tickets contain personal data, so processing them in AI tools requires a GDPR-compliant data processing agreement; under the EU AI Act chatbots must be clearly identifiable as AI. If conversations are recorded or agent performance data analysed, works councils must be involved, for example under the German Works Constitution Act.
  • Ground rules for safe AI use in your team
  • Checking results: facts, sources, tests and the four-eyes principle
  • Personal action plan for the next 30 days
  • Open questions, outlook and resources for further learning

Practical scenarios from your field

Reply suggestions

An AI assistant analyses the request, searches knowledge articles and past resolutions and suggests a reply in the company's tone of voice, which agents adapt and send.

Ticket classification and routing

Incoming requests are automatically categorised by topic, product, urgency and sentiment and routed to the right team, with critical cases prioritised.

Case summaries

Long email threads, chat logs or call notes are condensed into a short summary of the problem, steps taken and open issue, ideal for handovers and escalations.

Knowledge base building

From resolved tickets and expert knowledge, AI drafts knowledge articles and FAQs, spots documentation gaps and keeps existing articles up to date with suggested changes.

Self-service assistant

An AI-powered chat answers frequent questions based on approved content, collects structured information for complex cases and hands them over to agents with context.

Quality analysis and coaching

AI reviews ticket samples against defined quality criteria, identifies recurring customer issues and gives team leads pointers for coaching and process improvement.

Prerequisites

Confident everyday use of Word, Excel, PowerPoint, Outlook and Teams; no prior AI knowledge is required. You work in customer service or customer success and know the ticketing or CRM systems your team uses.

Technical requirements

A laptop with access to Microsoft 365 via your work account; a Microsoft 365 Copilot licence is ideal for all exercises, while Copilot Chat covers part of the content.

Data protection & compliance

Tickets contain personal data, so processing them in AI tools requires a GDPR-compliant data processing agreement; under the EU AI Act chatbots must be clearly identifiable as AI. If conversations are recorded or agent performance data analysed, works councils must be involved, for example under the German Works Constitution Act.

Suggested dates

All dates are suggestions – your preferred date is always possible.

  • Fri, 27 November 2026 Online Request
  • Fri, 4 December 2026 Kaiserslautern Request
  • Tue, 8 December 2026 Online Request
  • Wed, 20 January 2027 Online Request
  • Mon, 1 February 2027 Salzburg Request
  • Wed, 10 February 2027 Online Request

Frequently asked questions

What is the difference between Microsoft 365 Copilot and Copilot Chat?

Copilot Chat is available to many work accounts without an additional licence and answers mainly from web content and uploaded files. The licensed Microsoft 365 Copilot also reaches your emails, meetings and documents through Microsoft Graph and is built directly into Word, Excel, PowerPoint, Outlook and Teams.

Can Copilot see my colleagues' confidential files?

Copilot respects existing permissions and only surfaces content you can already access yourself. Problems arise when files are shared too broadly – with the entire organisation, for instance. In the course you learn how to spot such oversharing and how to fix it properly together with your IT team.

Do I need prompting experience for this course?

No. We start with the fundamentals of good prompts and practise them directly in the Office applications. What matters is that you are comfortable using Word, Excel, PowerPoint, Outlook and Teams day to day. Everything else – from referencing files to working with agents – we build up step by step through realistic tasks.

Will an AI chatbot replace our service team?

No. Good chatbots take care of routine questions, but complex, emotional or unusual requests need people. What matters is a smooth handover with full context. In the course we show how to define which requests are automated and when a human takes over.

How do we prevent chatbots from giving wrong answers?

Restrict the chatbot to verified knowledge content, show sources and define topics that are always handed to agents, such as legal questions or cancellations. Regular reviews and tests with real requests keep quality high over time. Clear feedback loops from agents help close knowledge gaps quickly.

How much does “Microsoft 365 Copilot for Customer Service Teams” cost?

The course costs a flat €949 plus VAT per participant – whether online or on-site. This includes 1 training day(s) with a live trainer, course materials, a lab environment and a certificate of attendance.

Can I suggest my own date?

Yes. Our suggested dates are just a guide. In the request form you can always describe your preferred date or period in free text – we check availability and confirm within one working day.

Is the course online or on-site?

Both are possible: live online in a virtual classroom or on-site in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart or Kaiserslautern. We can also run the course exclusively for your team.

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