M365 Copilot for Customer Service

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.