In the bustling world of customer service, efficiency and responsiveness are key. Today, we follow Ethan, a customer service agent at Fourth Coffee, as he navigates his day with the powerful support of Microsoft Copilot. From early morning requests to end-of-day follow-ups, Copilot becomes Ethan’s go-to assistant, enabling him to respond swiftly, tap into critical information, and stay focused on what matters most—his customers.

08.00 AM - Building a Case Summary with Ease

Ethan starts his day by reviewing an email from Joanna, a customer interested in extending the warranty on her coffee machine. With Copilot for Service, Ethan generates a case summary in Outlook that pulls in critical details from Salesforce and other internal knowledge sources, allowing him to get up to speed on her history with the company. He saves precious time by having all the background information on Joanna’s request at his fingertips, ready to offer prompt and informed assistance.

Prompt: Generate a case summary in Outlook that includes details from Salesforce and knowledge sources to help Ethan get up to speed.

8:15 AM – Rapid Response for Real-Time Issues

Shortly after, Joanna sends another email about an issue—one of her coffee machines is making an unusual noise. To respond quickly, Ethan turns to Copilot once again, prompting it to draft a reply in Outlook that seamlessly pulls in relevant case details from the CRM. To address the issue directly, he includes an invitation to a Teams call, aiming to troubleshoot the problem in real-time.

Prompt: Draft a reply in Outlook with the case details from the CRM, including an invitation to a Teams call to diagnose the issue.

9:00 AM – Personalizing Follow-Up Communication

Following up on the warranty, Ethan uses Copilot for Service to draft a tailored response to Joanna’s initial request. Copilot analyzes CRM data, internal knowledge, and even historical cases to generate a comprehensive reply about the warranty options available. Ethan reviews the message, adds his final touch, and sends it off. The personalized approach makes Joanna feel valued, while Copilot saves Ethan from manually piecing together information from various sources.

Prompt: Analyze CRM data, internal knowledge, and historical cases to generate a personalized reply about the warranty.

1:00 PM – Instant Case Recall in Teams

As Ethan prepares for the Teams call with Joanna, Copilot provides him with a quick refresher on the case details directly in Teams. This helps Ethan enter the conversation prepared and engaged, ready to offer solutions. During the call, Joanna describes the noise in more detail, and Copilot for Service in Teams assists Ethan by identifying a probable cause and suggesting a potential fix, which he shares with Joanna.

Prompt: Use Copilot for Service in Teams to identify and suggest a fix, which he then communicates to Joanna on the call.

1:10 PM – Quick Answers on a Live Chat

Just minutes after the call, another customer inquiry comes in via live chat on Salesforce. This customer is curious about a recent sales promotion. Instead of searching through multiple systems, Ethan uses Copilot to get a quick, concise summary of the promotion from ServiceNow, crafting a response that satisfies the customer without delay.

Prompt: Get a concise summary of the promotion from ServiceNow and craft a response.

4:00 PM – Documenting Interactions Efficiently

After the call with Joanna, Ethan wraps up his day by ensuring all interactions are properly documented. Using Copilot for Service, he quickly generates a meeting summary and adds it directly to Joanna’s Salesforce contact record from within Teams. By the end of the day, all of Ethan’s interactions are logged seamlessly, keeping his customer records accurate and up-to-date with minimal effort on his part.

Prompt: Summarize the meeting and add the summary to her Salesforce contact record directly from Teams.

Empowering Teams with the Copilot Adoption Accelerator

Ethan’s day showcases how Microsoft Copilot transforms customer service by eliminating redundant tasks, integrating knowledge sources, and delivering timely insights. For organizations looking to empower their teams with similar efficiency and role-specific tools, our Copilot Adoption Accelerators provide the ideal foundation. These accelerators are designed to guide employees like Ethan in mastering Copilot for Service, leveraging it to streamline workflows, and enhancing customer satisfaction.

With the right training, customer service teams can harness Copilot’s full potential, driving productivity and improving the customer experience. Our adoption accelerator workshops dive into the practical applications of Copilot for each role, ensuring that service agents, executives, and support teams are equipped with the tools and know-how to thrive in today’s fast-paced service environments. Whether it’s simplifying case management or enhancing customer communication, Copilot is ready to assist—one prompt at a time.

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