Customer Service scenario: Boost field efficiency

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Available with: Copilot for Service (includes Microsoft 365 Copilot) Scenario level:
Extend

KPIs impacted

CSAT

Service quality

Value benefit

Cost savings

Employee experience

Using Copilot to boost field efficiency


1. Review customer request

Use Copilot to summarize the customer request, products involved, past interactions, historical resolution data, and specific needs the customer may have all in a single interface.

Microsoft Copilot icon

Business Chat2

Microsoft Copilot icon

Copilot for Service

Benefit: Summarize all the emails and Teams chats in the past month from a customer, highlighting the primary asks and any previous issues.

2. Start a new work order

Copilot can tie directly to your CRM to begin drafting a work order based on the customer request.

Microsoft Copilot icon

Business Chat2

Microsoft Copilot icon

Copilot for Service

Benefit: Easily populate a work order with existing customer information.

3. Match a technician

Copilot pulls key requirements to help match a technician based on issue complexity and agent availability.

Microsoft Copilot icon

Business Chat2

Microsoft Copilot icon

Copilot for Service

Benefit: Identify the best technician given the customer’s specific needs and location.

4. Confirm the schedule

Once the workorder has been submitted with an ideal field technician, enter the appointment information into Draft with Copilot and use Copilot in Outlook to create an email to confirm the schedule with the customer.

Outlook icon

Copilot in Outlook

Benefit: Rapidly draft an email confirming the service date and contact details.

5. Send customer survey

At the completion of service, use Copilot to quickly update the feedback survey request template.

Microsoft Copilot icon

Business Chat2

Benefit: Quickly update and send the survey with specific contextual updates for the customer.

6. Continuous monitoring

Use Copilot in Excel to rapidly analyze data related to field service activity, such as number of customer visits and total route times.

Microsoft Copilot icon

Copilot for Service

Excel icon

Copilot in Excel

Benefit: Stay on top of trends by analyzing field success metrics and identify any trends that require further investigation.

1Access Copilot at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.

2Access Business Chat at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.

3Copilot agents allow Microsoft 365 Copilot to access your company-specific apps. In the past, this would have required an API call to get data from a system of record. The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.