Microsoft Scenario Library Information Technology Outage user communications

Available with: Copilot for Microsoft 365

Information Technology scenario: Outage user communications

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Scenario

Using Copilot to improve user communications

Improve the speed and quality of communications to users.

1. Summarize an urgent email thread

Your day begins with a high priority email thread about a network outage in your region. You need to quickly get up to speed and send a communication email to users.

Outlook icon

Copilot in Outlook

Sample Prompt: Select “Summarize” to efficiently review the email for scope of impact and next steps.

After a similar network outage, the team debriefed via a case study. Review the meeting summary to locate details associated with the outage that will assist with your email.

Microsoft Teams icon

Copilot in Teams

Action: In Meeting Recap, review meeting topics to quickly locate the relevant details as you draft your user communications email.

Try in Copilot Lab: Summarize meetings and videos

Brainstorm support questions and answers that are relevant to the network outage to be referenced in the user communications email.

Microsoft Loop icon

Copilot in Loop

Sample Prompt: Create a list of information technology user support frequently asked questions for a network outage .

Try in Copilot Lab: Create a list

Write an email to users in the affected region and include a link to the FAQ.​

Outlook icon

Copilot in Outlook

Sample Prompt: I am a Field IT Manager sending an email about a network outage to the local leadership team. Based on , follow the structure: description / impact, timing of next update, and contact.

The communication email needs to be translated into Spanish.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Sample Prompt: The attached email is a communication to users about a recent network outage. Please translate the language from English to Spanish. [email.eml].

Try in Copilot Lab: Translate it

To ensure users are notified and to support Q&A, create a short message that can be posted in the relevant Viva Engage community.

Word icon

Copilot in Word

Sample Prompt: Please summarize this email about a network outage that will be posted as a discussion post in Viva Engage to affected users. Do not exceed 1500 characters.

Try in Copilot Lab: Summarize this doc

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help improve budget variance

Keep your budgets on track by improving employee and process efficiency.
Create internal feedback loop to identify cost saving areas:
  • Draft employee surveys focused on the value of resources utilized and ideas for cost savings
  • Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

How Microsoft Copilot can help improve app usage rates

Create great onboarding experiences and collect and analyze feedback to improve user experiences
Create onboarding materials:
  • Use Copilot to draft training guides
  • Use Copilot to enhance employee handbooks
  • Generate news and announcements

How Microsoft Copilot can help improve the product adoption rate

Create great onboarding experiences and collect and analyze feedback to improve user experiences.
Create onboarding materials:
  • Use Copilot to draft training guides
  • Use Copilot to enhance employee handbooks
  • Generate news and announcements

How Microsoft Copilot can help improve NPS

Real-time AI assistance for faster issue resolution allows agents to focus on delivering high-quality service.
Incorporate feedback:
  • Rapidly analyze customer feedback
  • Quickly create recommendations
  • Swiftly update scripts and processes
  • Create communications to socialize the changes

How Microsoft Copilot can help reduce costs

Use the time savings gained from Copilot to bring activities in-house and reduce reliance on external resources.
Create internal feedback loop to identify cost saving areas:
  • Draft employee surveys focused value of resources utilized and ideas for cost savings
  • Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

How Microsoft Copilot can help optimize service outage response

Copilot helps you work to get your services back up and running and maximize user satisfaction.
Respond to user complaint or inquiry:
  • Respond quickly to inbound emails
  • Access customer records for improved support
  • Gets answer fast by searching internal sites and documents

How Microsoft Copilot can help reduce average support ticket resolution time

Microsoft Copilot enhances customer support by integrating AI assistance into self-service and service desk workflows.
Increase support communications and follow up efficiency:
  • Have Copilot assist with emails inbound and outbound emails
  • Draft email comms and announcements with Copilot
  • Generate meeting notes and follow up items

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.