Microsoft 365 Support Pro: Copilot for End Users

What's inside

1. Level 1: Copilot Support on One PageFree
   An overview of what a user sees when they use Microsoft 365 Copilot, from the app button to the answer, and what sits behind it: the app, Microsoft Graph, the semantic index and the model. It also states that this course is independent of Microsoft and reproduces none of its documentation.
2. Level 2: Which Copilot Does This User Have?Free
   How to tell apart consumer Microsoft Copilot, Microsoft 365 Copilot Chat and a paid Microsoft 365 Copilot licence, using what the user sees and what the tenant shows.
3. Level 3: Grounding: Copilot Only Sees What the User Can
   How Copilot grounds its answers in Microsoft Graph within the user's existing permissions, and why that makes most 'it can't see it' and 'it showed me that' tickets permission tickets.
4. Level 4: Where Copilot Appears: The Surface Map
   Maps every place a user meets Copilot (the Microsoft 365 Copilot app, Teams, Outlook, Word, Excel, PowerPoint, the web and Edge) and what each place needs before Copilot shows up.
5. Level 5: Least Privilege: The Smallest Role per Support Job
   Matches each Copilot support job to the smallest Microsoft Entra or service admin role that can do it, so support stops reaching for Global Administrator.
6. Level 6: The Support Toolkit and Dating Your Checks
   A map of the consoles, logs and scripts first and second line can use for Copilot, and a habit of recording the date you verified each screen, limit and preview status.
7. Level 7: Read-Only Licence Checks for a User
   How to confirm, without changing anything, which licences and service plans a user has, whether each was assigned directly or by a group, and whether any service plan is turned off.
8. Level 8: Assigning a Copilot Licence to One User
   How to assign or remove a Microsoft 365 Copilot licence for a single user safely, including the prerequisites and the checks that confirm it worked.
9. Level 9: Group-Based Copilot Licensing for Teams
   How to license a team for Copilot through an Entra group, read the group's licence processing state, and fix assignment errors without reaching for direct assignment.
10. Level 10: Copilot Chat Access and Pinning
    How Copilot Chat reaches users without a paid licence, how the pinning setting on the admin center's Copilot page works, and which role can change it.
11. Level 11: Update Channel and App Version Checks
    How to read a device's Microsoft 365 Apps update channel and version, and why Semi-Annual Enterprise Channel and stale builds hide Copilot in the desktop apps.
12. Level 12: User-Level Copilot Settings in Each App
    The Copilot settings a user controls in Word, Excel, PowerPoint, Outlook and Teams, where each one lives, and how a turned-off toggle looks like a fault.
13. Level 13: Reading Policies That Gate Copilot in Apps
    How to read, without changing, the tenant and device policies (privacy controls for connected experiences, Cloud Policy and Intune settings) that can turn Copilot off, so you can explain their effect and escalate.
14. Level 14: Teams Meeting and Transcription Prerequisites
    What Copilot in Teams meetings needs, including licence, transcription, meeting policy and the organiser's meeting options, and how to read each one for a given user and meeting.
15. Level 15: Agents a User May Install
    How tenant agent settings, the Agents page in the admin center and per-agent availability decide which agents a user can find, install or have deployed for them.
16. Level 16: Fault Method: Copilot Missing in a Desktop App
    Introduces the course's fault method (symptom, likely causes in order, check, fix, confirm, tell the user) and works it through Copilot missing from Word, Excel or PowerPoint on the desktop.
17. Level 17: Copilot Missing in Outlook, Teams or the Web
    Uses the fault method for missing Copilot in surfaces with their own quirks: new versus classic Outlook, the Teams client, the Microsoft 365 Copilot app and Office for the web.
18. Level 18: Sign-In and Wrong-Account Problems
    Diagnoses Copilot failures caused by a personal account, several signed-in accounts, a stale Office activation or Conditional Access, using the app account panel and the Entra sign-in logs.
19. Level 19: Licence Assigned but Not Working
    Works through why a newly assigned Copilot licence hasn't reached the user: provisioning delay, a disabled service plan, group licensing errors or a cached token in the client.
20. Level 20: Copilot Can't See a File
    Diagnoses why Copilot can't find or use a specific file: missing permissions, a file stored outside OneDrive or SharePoint, unsupported type or size, or a sensitivity label without the usage rights Copilot needs.
21. Level 21: Fault: New or Just-Edited Files Not Found
    Work the fault where Copilot misses a file the user has just created, uploaded or renamed by separating indexing lag from storage location and from search settings that apply to the file.
22. Level 22: Fault: Labelled or Encrypted Content Ignored
    Diagnose why Copilot cannot summarise or use a file protected by a sensitivity label, encryption or usage rights, and explain the result as intended behaviour or a real fault.
23. Level 23: Fault: Copilot Shows What the User Shouldn't See
    Triage a report that Copilot surfaced content the user should not have, proving that Copilot followed existing permissions and tracing how the user came to have access.
24. Level 24: Oversharing as an Escalation, Not a Fix
    Turn an oversharing finding into an escalation that the data owner and the governance team can act on, and learn which tenant controls they may use so you can describe them accurately.
25. Level 25: Fault: Agent Won't Install or Appear
    Diagnose why a user cannot find, add or use an agent by checking the agent's availability in the admin centre, the user's licence and the tenant's app policy, in that order.
26. Level 26: Fault: Missing Meeting Recap or Copilot in Teams
    Work the fault where Copilot in a Teams meeting is unavailable or no recap appears, checking transcription, recording and meeting policies, who organised the meeting, and the meeting type.
27. Level 27: Fault: Errors, Refusals and 'Try Again Later'
    Handle Copilot error messages, refusals and partial answers by separating service incidents, usage limits, blocked content and prompt problems, and checking the cheapest cause first.
28. Level 28: Fault: Wrong, Stale or Web-Sourced Answers
    Respond to complaints that Copilot gave inaccurate, outdated or unexpectedly web-based answers by checking the work or web grounding mode, the references it cited and the age of the source.
29. Level 29: Answering 'Is My Data Used to Train It?'
    Answer the most common user privacy questions about Microsoft 365 Copilot, including training, who can see prompts and where data is processed, by quoting and dating Microsoft's published statements only.
30. Level 30: Prompt History, Retention and Deletion Questions
    Answer user questions about where their Copilot conversations are kept, whether they can delete them, and whether admins or eDiscovery can see them, using current Microsoft documentation.
31. Level 31: Reports Support Can Read
    Use the Microsoft 365 Copilot readiness and usage reports in the admin centre, and know what the Viva Insights Copilot Dashboard shows, to answer support questions about who is licensed and who is active.
32. Level 32: The Audit Log for Copilot Interactions
    Search the Microsoft Purview audit log for a user's Copilot interactions to show when Copilot was used and which resources it accessed, within the permissions support has.
33. Level 33: Reading Tenant Policy and Routing Feedback
    Read tenant-wide Copilot settings and policies well enough to explain their effect on a user without changing them, and send user and admin feedback through the right route.
34. Level 34: Where First and Second Line Stop
    Draw the boundary between first line, second line, third line and Microsoft for Copilot tickets, with clear triggers for handing each one over.
35. Level 35: Building the Evidence Packet
    Put together a complete, reproducible evidence packet for a third-line or Microsoft service request so that the ticket is not sent back with questions.
36. Level 36: Final Challenge: The Copilot Ticket Queue Exam
    Work through a queue of realistic Copilot tickets from across the whole course, triaging, resolving or escalating each one and writing a note for the ticket and a message for the user.

Access

The first 2 levels are free with a free account. Every level, the podcast edition and the AI tutor come with All Access at £4.99/month or any Creator plan — see pricing.

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