Empower your workforce with Microsoft Copilot: Customer Service
Microsoft Learn
Last updated October 6, 2026
Empower your workforce with Microsoft Copilot: Customer Service is a free Microsoft Learn module on using Copilot to make a support team more efficient and improve how well its cases are resolved. The first exercise maps the ideal customer support journey in Whiteboard, prepares for a client support meeting in Teams, creates a call summary template in OneNote, and uses the Analyst agent to find patterns in support data and present them visually for leadership. The second builds a product-warranty troubleshooting checklist in Loop, a dealer-facing response template in Word with the Writing Coach agent, and a troubleshooting guide with the Idea Coach agent, then reports support insights by email using Copilot Chat and Outlook. It is part of Microsoft's Empower your workforce with Microsoft Copilot learning path and ends with its own assessment. The exercises are done in your own Microsoft 365 environment. Some tasks need a Microsoft 365 Copilot license, and which agent features are available depends on the licenses and admin settings in place.
What you'll learn
- Mapping the ideal customer support journey in Whiteboard
- Preparing for a client support meeting in Teams and creating a call summary template in OneNote
- Finding patterns in customer support data with the Analyst agent and presenting them visually to leadership
- Building a product-warranty troubleshooting checklist in Loop
- Creating a dealer-facing response template in Word with the Writing Coach agent, and a troubleshooting guide with the Idea Coach agent
- Writing a support insights email with Copilot Chat and Outlook
Frequently asked questions about Empower your workforce with Microsoft Copilot: Customer Service
Who is Empower your workforce with Microsoft Copilot: Customer Service for?
Customer service staff, team leads and support managers who want to use Microsoft 365 Copilot for support documentation, troubleshooting resources, case data analysis and reporting to leadership.
Is Empower your workforce with Microsoft Copilot: Customer Service free?
Yes — Empower your workforce with Microsoft Copilot: Customer Service is free to take. Some tasks need a Microsoft 365 Copilot license, which is sold separately.
What are the prerequisites for Empower your workforce with Microsoft Copilot: Customer Service?
Access to Microsoft Copilot and the Microsoft 365 apps used in the exercises. No coding required.
Why we suggest this course
It is about the support team's own work, not about putting a chatbot in front of customers. Several tasks build shared resources that help a team answer consistently: a call summary template, a troubleshooting checklist and guide, and a standard response template. It uses Microsoft's ready-made agents rather than building one. The Analyst agent task turns support data into findings for leadership. One thing to know: the scenarios are a healthcare software supplier's support team and a manufacturer's dealer support, so a reader in direct consumer service will need to adapt the examples.