Customer Service scenario: Boost field efficiency

Download scenario guide
Available with: Copilot for Service (includes Copilot for Microsoft 365) Scenario level:
Buy

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.

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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

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Microsoft Copilot icon

Copilot for Service

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

Copilot1

Microsoft Copilot icon

Copilot for Service

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

4. Confirm the schedule

Once the work order has been submitted with an ideal field technician, use Copilot in Outlook to confirm the schedule with the customer.

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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.

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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.

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Copilot for Service

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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”