Customer Success Support

# Copilot for Customer Success & Support

> Master Microsoft 365 Copilot for customer success and support roles. Contains production-safe prompts for CSMs, Support Leads, and Account Managers with role-specific guardrails.

**Category:** Operations & Support

**Prompts:** 16

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## Requirements

> **REQUIRES:** Microsoft 365 Copilot with full M365 integration (Outlook, Teams, SharePoint). These prompts access your organizational data and will NOT work with the free Microsoft Copilot web version, ChatGPT, or other AI assistants.

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## Customer Success & Support Copilot Guardrails

### When NOT to Use Copilot for Customer Success & Support

**CSMs - NEVER use Copilot for:**
- Health score calculations (use CS platform)
- Renewal forecasting (use CRM)
- Churn risk scoring (use predictive tools)
- Contract decisions
- Pricing approvals
- SLA commitments
- NPS/CSAT analysis (use survey tools)
- Usage analytics (use product analytics)

**SUPPORT LEADS - NEVER use Copilot for:**
- Ticket resolution (use ticketing system)
- SLA tracking (use support platform)
- Performance metrics (use dashboards)
- Case assignment
- Knowledge base updates (use KB system)
- Bug reporting (use issue tracker)
- Customer data lookup (use CRM)

**ACCOUNT MANAGERS - NEVER use Copilot for:**
- Contract signing authority
- Pricing decisions
- Legal commitments
- Revenue forecasting
- Commission calculations
- Customer data exports
- Compliance certifications

**Customer Data Warnings:**
- Never include customer PII in prompts
- Don't share confidential business information
- Remember prompts may be logged
- Follow data handling policies
- Be careful with competitive information shared by customers

**Golden Rules:**
- CSMs: "Copilot monitors - CSMs build relationships"
- Support: "Copilot researches - support solves"
- AMs: "Copilot tracks - AMs own the relationship"

**System Integration Note:**
Copilot does NOT integrate with:
- CS platforms (Gainsight, ChurnZero, Totango)
- Support ticketing (Zendesk, ServiceNow, Freshdesk)
- CRM (Salesforce, HubSpot)
- Product analytics (Pendo, Amplitude)
- Survey tools (NPS, CSAT platforms)

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## Prompts

### Account Health

### 1. Customer Health Summary

**Use Case:** Gather qualitative account context from communications. Use CS platform for health metrics.

**Target Personas:** Customer Success Manager, Account Manager, Client Partner

**Tags:** `copilot`, `microsoft-365`, `enterprise`, `customer-success`, `account-health`, `review`

**Prompt:**