End user services and support

February 4, 2025

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Lukas Velush

Deploying Microsoft 365 Copilot with the help of—you guessed it—Copilot

This story reflects updated guidance from Microsoft Digital—it was first published in May 2024. Now that we’ve deployed Microsoft 365 Copilot internally here at Microsoft, it’s helping our employees save time and focus on the things that matter most. But…
February 3, 2025

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Eric Scheffler

Running our customer service and support contact centers on Microsoft Azure

This story reflects updated guidance from Microsoft Digital—it was first published in July 2024.  Providing exemplary support is critical to how we empower our customers to achieve more with Microsoft technologies and services. We in Microsoft Digital, the company’s IT…
January 30, 2025

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Keith Boyd

AI-powered agents in action: How we’re embracing this new ‘agentic’ moment at Microsoft

When we launched Microsoft 365 Copilot in February of 2023, it was a watershed moment in the history of Microsoft. By incorporating next-generation AI into the productivity tools that millions of people depend on every day, a new era of…
January 28, 2025

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Inside Track staff

Using Microsoft Teams and ServiceNow to enhance end-user support at Microsoft

Editor’s note: This content was first published in 2021. Although this particular event or moment in time has passed, we’re republishing it here so you can see what our thinking and experience was like at the time. Our Microsoft Digital…
January 16, 2025

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David Hirning

Staying ahead of the AI curve with Microsoft 365 Copilot: How a champion does it

Brian Shaw has been a Microsoft 365 Copilot enthusiast since the company first launched the generative AI solution in February 2023. But with AI tools evolving rapidly, he knew it would be a challenge to keep up with the latest…
January 16, 2025

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Jason Kellington

Transforming communications with AI: How we’re using Microsoft Designer to revolutionize our visual content

Are you interested in creating cool, custom visuals by typing in a few quick prompts? Let us show you how we do it with AI at Microsoft Digital, the company’s internal IT organization. Sarah Lundy and Eva Etchells are senior…
October 21, 2024

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Alex Fleck

Measuring the success of our Microsoft 365 Copilot rollout at Microsoft

Microsoft 365 Copilot is a first-of-its-kind technology and demands a first-of-its-kind adoption process. We’re using new approaches to learning and development, community engagement and, of course, measuring success. Engage with our experts! Customers or Microsoft account team representatives from Fortune…
September 5, 2024

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Darcy Jayne

Providing employees with virtual loaner devices with Windows 365

Watch the video below to see Dave Rodriguez interview Trent Berghofer about how we use the Windows 365 Cloud PC platform to provide our employees with virtual loaner PCs when they need a backup machine to keep working. Rodriguez is…
July 18, 2024

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Cristine Jung-Fassnidge

Enhancing space management internally at Microsoft with Wi-Fi data

Space management and employee engagement are two critical aspects of any modern workplace, including internally here at Microsoft. Figuring out how to get both right leads to important questions: How can organizations understand the best use of their building spaces,…
June 28, 2024

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Lukas Velush

Enhancing employee listening at Microsoft with Viva Glint

At Microsoft, giving our employees every opportunity to thrive is critical. Now, we have a new but familiar tool to help us do that—our very own Microsoft Viva Glint. We’re using Viva Glint—which replaces LinkedIn Glint—to check in with our…
June 27, 2024

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Lukas Velush

Driving Microsoft 365 Copilot adoption with an assist from Microsoft Viva

Effective adoption doesn’t happen by accident. It takes a coordinated effort that includes executive sponsorship, education, engagement, measurement, and more. When you deploy a next-generation AI technology like Microsoft 365 Copilot that introduces whole new ways of working, getting that…
June 14, 2024

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Lukas Velush

Unlocking the potential of Microsoft 365 Copilot at the role level

There’s no question: Microsoft 365 Copilot is changing how work gets done here at Microsoft and beyond. An intelligent digital assistant with access to any company data you need, and that can process and accomplish requests using natural language—that’s a…

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