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View downloadsCustomer Service scenario: Boost field efficiency
Download scenario guideAvailable with: Copilot for Service (includes Copilot for Microsoft 365) Scenario level:
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.
Copilot1
Summarize all the emails and Teams chats in the past month from customer highlighting the primary asks and any previous issues.
2. Star ta new work order
Copilot can tie directly to your CRM to begin drafting a work order based on the customer request.
Copilot1
Copilot for Service
Easily populate a work order with the existing customer information.
3. Match a technician
Copilot pulls key requirements to help match a technician based on issue complexity and agent availability.
Copilot1
Copilot for Service
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, use Copilot in Outlook to confirm the schedule with the customer.
Copilot in Outlook
Rapidly draft an email confirming the service date and contact details.
5. Send customer survey
At the completion of service, use Copilot in Outlook to quickly update the feedback survey request and send it to the customer.
Copilot in Outlook
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.
Copilot for Service
Copilot in Excel
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 Copilot at copilot.microsoft.com, the Microsoft Copilot mobile app, or the Copilot app in Teams, and set toggle to “Work”
