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4-Part Webinar Series on Microsoft Copilot for Service

AI / Copilot

Powered by LUCK™

Modernize Your Contact Center with Microsoft Copilot for Service

This September, in partnership with Microsoft, C5 Insight invites customer service representatives and leaders to attend a multi-part webinar series on how to leverage Copilot for Service.

Each session is designed to provide practical knowledge on Copilot’s key capabilities that will enable agents to be more efficient, improving productivity and customer experience. The sessions are independent of one another, meaning you won’t feel lost if you can only attend one but not the others.

    • Format: 45-minute presentation followed by 15 minutes of Q&A
    • Speakers: C5 Insight experts and Microsoft Technical Specialists

Session 1: Copilot for Service in Outlook

Discover the unique features of Copilot for Service in Outlook along with its productivity boosting integrations with Microsoft 365 applications and Dynamics 365.

Topics

    • Tracking an email to a Contact/Case
    • Creating a Contact
    • Saving a meeting to D365
    • Viewing records from Outlook
    • Emailing conversation summaries
    • Drafting emails with AI-assistance

Session 2: Copilot for Service in Microsoft Teams and Other Microsoft 365 Productivity Apps

Unlock the full potential of Copilot for Service in Microsoft Teams and other Microsoft 365 applications (e.g., Word, PowerPoint, OneNote, Edge) to streamline your workflows.

Topics

  • In-meeting assistance
  • View/update CRM records during a meeting
  • Post-meeting recap, transcription, summarization, and action items
  • R&D and getting internal support through Teams
  • Content creation in desktop apps like Word and PowerPoint
  • Real-life customer service scenarios

Session 3: Copilot Integrations with Dynamics 365 Service, Salesforce, ServiceNow and ZenDesk

Explore how Copilot integrates with Dynamics 365 Service and other third-party applications to solve customer issues efficiently.

Topics

  • Case summaries
  • Solving customer issues via email, SMS, and Telephony
  • Integrations with Salesforce, ServiceNow, and ZenDesk

Session 4: Administering Copilot for Service and Building Custom Copilots in Copilot Studio

Go beyond the basics by learning how to administer and customize Copilot for Service out-of-the-box and build custom copilots based on your organization’s unique needs.

Topics 

  • Understanding licensing
  • Administering Copilot for Service
  • Customizing Copilot for Service
  • Overviewing customer service apps that work with Copilot for Service (e.g., Dynamics 365)
  • Exploring Copilot for Service Analytics
  • Building custom copilots in Copilot Studio

Registration Instructions

Select the sessions that work best with your schedule. You’ll receive an email confirming the sessions you registered for, including an iCalendar (ICS) file you can upload to your preferred calendar (instructions provided).

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