AI Instructor Live Labs Included

MS-4004 Empowering Workforce with Copilot Customer Service Focus

Master Microsoft 365 Copilot for customer service tasks including journey mapping, response templates, troubleshooting, and data analysis.

Beginner
6h 25m
4 Lessons
MS-4004-CS
MS-4004 Copilot Customer Service Focus Completion Badge

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About This Course

Learn how customer service professionals can leverage Microsoft 365 Copilot to improve service quality, map support journeys, prepare meetings, create call templates, analyze data, build troubleshooting checklists, create response templates, and draft insights emails. This course covers real-world customer service use cases across Whiteboard, Teams, OneNote, Loop, Word, Outlook, and custom agents.

Course Curriculum

4 Lessons
01
AI Lesson
AI Lesson

Improve Customer Service Efficiency Using Microsoft 365 Copilot

1h 0m

AI Agent lesson: Explore how Copilot supports customer service efficiency by helping you analyze communication threads, co-create documentation, map improved workflows, and build data-driven insights in the context of Lamna Healthcare Company.

02
Lab Exercise
Lab Exercise

Improve Customer Service Efficiency Using Microsoft 365 Copilot - Lab Exercises

2h 5m 4 Exercises

Lab exercises for improving customer service efficiency using Microsoft 365 Copilot. Tasks include mapping customer support journeys in Whiteboard, preparing meetings in Teams, creating call templates in OneNote, and analyzing data with the Analyst agent.

Use Copilot in Whiteboard to Map the Ideal Customer Support Journey Use Microsoft 365 Copilot in Whiteboard to collaboratively envision and map the ideal customer support journey for Lamna Healthcare Company. ~20 min
Use Copilot in Teams to Prepare for a Client Support Meeting Use Microsoft 365 Copilot in Teams to analyze support data and prepare for a strategic sync with your Support Leadership team about Trey Research. ~20 min
Use Copilot in OneNote to Create a Call Summary Template Use Microsoft 365 Copilot in OneNote to generate a reusable call summary template for standardizing customer interaction documentation at Lamna Healthcare Company. ~20 min
Use the Copilot Analyst Agent to Analyze Customer Support Data Use Copilot's Analyst agent to analyze Trey Research's support dataset, identify patterns, and generate meaningful visuals for leadership. ~20 min
03
AI Lesson
AI Lesson

Enhance the Resolution Quality of Customer Service Cases Using Microsoft 365 Copilot

1h 0m

AI Agent lesson: Use Copilot to rewrite communications, build structured documentation systems, craft professional templates, and generate higher-quality insights for Tailwind Traders' customer service operations.

04
Lab Exercise
Lab Exercise

Enhance the Resolution Quality of Customer Service Cases Using Microsoft 365 Copilot - Lab Exercises

2h 20m 4 Exercises

Lab exercises for enhancing customer service resolution quality using Microsoft 365 Copilot. Tasks include building troubleshooting checklists in Loop, creating response templates in Word, generating troubleshooting guides, and drafting support insights emails.

Use Copilot in Loop to Build a Troubleshooting Checklist Use Copilot in Microsoft Loop to create a collaborative product warranty troubleshooting guide for Tailwind Traders' cross-functional support teams. ~20 min
Use Copilot in Word and Writing Coach to Create a Dealer-Facing Response Template Use Copilot in Word and the Writing Coach agent to create a standardized, professional response template for Tailwind Traders' customer support communications. ~25 min
Use Copilot's Ideas Coach Agent to Create a Troubleshooting Guide Use Copilot's Ideas Coach agent to generate a comprehensive, dealer-facing troubleshooting guide for Tailwind Traders' product lines. ~25 min
Use Copilot Chat and Copilot in Outlook to Create a Support Insights Email Use Microsoft 365 Copilot Chat and Copilot in Outlook to analyze support case summaries and draft an executive insights email for Tailwind Traders' leadership. ~25 min
$29.99 / 3 months access
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This course includes:

  • 24/7 AI Instructor Support
  • Live Lab Environments
  • 4 Hands-on Lessons
  • 3 Months Access
  • Completion Badge
  • Certificate of Completion
  • 7-Day Free Trial Available
MS-4004 Copilot Customer Service Focus Completion Badge

Earn Your Badge

Complete all lessons to unlock the MS-4004 Copilot Customer Service Focus Completion achievement badge.

Category
Skill Level Beginner
Total Duration 6h 25m
MS-4004 Copilot Customer Service Focus Completion Badge
Achievement Badge

MS-4004 Copilot Customer Service Focus Completion

Awarded for completing the MS-4004 Microsoft 365 Copilot Customer Service Focus course. This badge certifies that the holder has demonstrated proficiency in using Microsoft 365 Copilot to improve customer service efficiency and enhance resolution quality across Whiteboard, Teams, OneNote, Word, Loop, Outlook, and Copilot agents.

Course MS-4004 Empowering Workforce with Copilot Customer Service Focus
Criteria Complete all lessons and exercises in the MS-4004 Copilot Customer Service Focus course, including AI Agent lessons and Lab Exercises for both improving service efficiency and enhancing resolution quality.
Valid For 730 days

Skills You'll Earn

Microsoft 365 Copilot Customer Service Copilot in Whiteboard Copilot in Teams Copilot in OneNote Copilot in Word Copilot in Loop Copilot in Outlook Writing Coach Agent Ideas Coach Agent Analyst Agent

Complete all lessons in this course to earn this badge