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.
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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
Improve Customer Service Efficiency Using Microsoft 365 Copilot
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.
Improve Customer Service Efficiency Using Microsoft 365 Copilot - Lab 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.
Enhance the Resolution Quality of Customer Service Cases Using Microsoft 365 Copilot
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.
Enhance the Resolution Quality of Customer Service Cases Using Microsoft 365 Copilot - Lab 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.
This course includes:
- 24/7 AI Instructor Support
- Live Lab Environments
- 2 Hands-on Lessons
- Completion Badge
Earn Your Badge
Complete all lessons to unlock the MS-4004 Copilot Customer Service Focus Completion 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.
Skills You'll Earn
Complete all lessons in this course to earn this badge