Sample Use Cases and Queries for Copilot by Persona
This article provides use cases and queries for various teams using Copilot. While not exhaustive, it showcases the broad capabilities of Copilot.
Overview
Copilot provides real-time customer insights, helping teams retrieve key metrics, summarize interactions, identify risks, and prepare for meetings all within Slack. It supports a wide range of persona-based prompts and use cases.
Copilot can answer questions on various use cases across multiple functions within your organization, enabling teams to make data-driven decisions seamlessly.
This document includes sample use cases and queries for the following personas:
Personas and Use Cases with Prompts
Explore how different teams can leverage Copilot with role-specific prompts for key business scenarios. This is by no means an exhaustive list but is intended as a guide to help you appreciate the breadth of use cases Copilot can handle.
Customer Success (CS) Teams
CS teams use Copilot to stay updated on customer health, prepare for meetings, and manage risks.
Below are sample prompts that CS teams can use across different scenarios and categories.
Customer Information Retrieval
- ARR and renewal date for [Company Name]
- What’s the overall score for [Company Name] ?
- Who is the CSM assigned to [Company Name] ?
- What products has [Company Name] purchased from us?
Note: Availability depends on company object data.
Customer Reports
- Customers renewing next quarter.
- Customers renewing next quarter whose CSM is '[CSM name]'.
- Customers renewing next quarter with Red health score.
- Top 10 customers by ARR.
Note: Availability depends on company object data.
Value realization
- Based on past 3 months of conversations, summarize the top strategic priorities for company '[Company name]'.
- Based on the last 6 months of interactions help me draft an EBR for company '[Company name]'.
- Based on the last EBR, create a summary of goals for company '[Company name]'.
Meeting Preparation and Follow-up
- Based on recent activities, draft an email with exec meeting prep for [Company Name] for our CEO
- Create an agenda for my upcoming meeting with [Company Name] , based on recent interactions
- What key updates or events have occurred in [Customer Name’s] Timeline since our last meeting?
- Generate a summary of key goals discussed for [Company Name] in the last 6 months
- I have an upcoming EBR with them - generate a summary of progress toward each of the above goals, and a suggested plan of action
- What are some open action items for [Company Name]?
- Summarize all open action items items for my portfolio from my interactions with them in the last week
Risk Identification & Mitigation
- Based on conversations in the last quarter, provide a summary of potential risks associated with company '[Company name]'.
- Which customers in my portfolio are currently showing the highest risk of churn, and what factors are driving that risk?
- Which accounts have reported negative feedback or escalation in Timeline entries over the last quarter?
- Identify any upcoming renewals in the next 60 days that show warning signs in Timeline entries
- Among my accounts with a red health score, which ones have had major leadership or sponsor changes in the last quarter?
- Which action items or escalations in the last month require executive oversight?
Reference and Advocacy Management
- Which customers can be advocates for our products?
- Which customers implemented '[usecase X]' successfully?
Sales Teams
Sales teams use Copilot to track renewals, manage expansions, and gain insights into customer needs.
Below are sample prompts that sales teams can use across different scenarios and categories.
Fetch Company Information/Lists
- ARR and renewal date for [Company Name]
- What’s the overall score for [Company Name]?
- Who is the CSM assigned to [Company Name]?
- What products has [Company Name] purchased from us?
- List of accounts renewing this month with overutilized licenses
- Top 10 accounts renewing in the next quarter
Renewal or Expansion Summaries
- Give me a summary of renewal conversations with company '[Company name]'.
- Do you see any downsell risk associated with company '[Company name]'? Look for any conversations around price, budget, and unutilized licenses.
- Which accounts have upcoming renewals in the next 90 days, and what are their health scores?
- Among the customers renewing this quarter, which of them are at a risk of renewal?
Identify Expansion Opportunities
- Show me recent Timeline entries that highlight expansion discussions for accounts renewing in the next 6 months
- Among my portfolio, which accounts have requested additional product features that could lead to cross-sell opportunities?
- Give me a summary of any expansion discussions with company '[Company name]' in the last 6 months.
Meeting Preparation and Follow-up
- Summarize the top priorities and concerns for company '[Company name]' as a prep for our upcoming call.
- Based on recent activities, draft an email with executive meeting prep for company '[Company name]' for our CEO.
- Create an agenda for my upcoming meeting with company '[Company name]' , based on recent interactions.
- Generate a summary of key goals discussed for company '[Company name]' in the last 6 months.
- Brief me on the key issues and successes for company '[Company name]' before my executive check-in.
- Summarize the major milestones and risk factors for our top 10 accounts to discuss in my executive roundtable.
- Summarize all open action items items for my portfolio from my interactions with them in the last week.
Executives
Executives use Copilot for high-level portfolio insights, strategic decision-making, and meeting preparation.
Below are sample prompts that executives can use across different scenarios and categories.
Company Information
- Fetch ARR, renewal date, and overall score for [Company Name]
- Who is the CSM assigned to [Company Name]?
- What products has [Company Name] purchased from us?
- Customers renewing next quarter with Red health score
- Top 10 customers by ARR
Meeting Preparation
- Brief me on the key issues and successes for [Company Name] before my executive check-in.
- I have an upcoming meeting with [Company Name]. Who are the key stakeholders at [Company Name]?
- Provide a brief summary for each of them.
- Brief me on the key issues and successes for [Company Name] before my executive check-in.
- Summarize the major milestones and risk factors for our top 10 accounts to discuss in my executive roundtable.
Periodic Risk Summaries
- Which top accounts have newly identified risks or escalations this week?
- Summarize calls with negative sentiment in the last week for customers in the mid-market segment
- List accounts that are at risk of churn and set for renewal this quarter, sorted by potential impact on revenue.
- Which action items or escalations in the last month require executive oversight?
Competitive Intel
- Which accounts have recently mentioned competitor names or competitor solutions in Timeline entries?
- What are the key reasons our customers churn to '[competitor]'?
Product Teams
Product teams use Copilot to analyze customer feedback, track feature adoption, and identify beta participants.
- Summarize feedback - both positive and negative, on our latest product release
- Identify the top recurring pain points mentioned for [feature X] in the last quarter - also provide the customers names
- Summarize key enhancements requested for [feature X] in the last 3 months
- What are the most frequent product enhancements requested by customers in recent months?
- Which customers have expressed strong satisfaction for [feature X], and might be good reference candidates?
- Which customers have expressed an interest in AI features recently? I am looking for potential Beta participants for our latest AI feature
Sample Prompts for Copilot
Explore example prompts to help you get started with asking Copilot the right questions.
Questions related to CTAs or Tasks
The following examples help you query CTAs and related tasks using Copilot capabilities:
- List all high priority overdue CTA for '[Company name]' company.
List all my open risk CTAs. Do not miss out on any information.
Analyze '[CTA name]' CTA for '[Company name]' company.
Out of all CTAs that are not closed, which ones are most important to focus next for company '[Company name]' and why, justify your answer.
List all my starred CTAs.
Questions related to Success Plans
The following examples help you query success plans using Copilot capabilities:
- List all my ongoing success plans for Company '[Company name]'.
- Analyze '[Success plan name]' success plan. Don't miss any information.
- List all CTAs for '[Success plan name]' success plan for company '[Company name]'.
- Analyze all open CTAs for '[Success plan name]' success plan for company '[Company name]'.
- Summarize all ongoing success plan for Company '[Company name]'.
- List all my ongoing success plans with overdue tasks.
- List all overdue tasks in my ongoing success plans.
Questions related to Scorecard
The following examples help you query Scorecard using Copilot capabilities:
- What are the measure group values for the company '[Company name]'?
What are the measure groups for the company '[Company name]' ?
Which of my customers have a '[measure group name]' measure group value above '[numerical value]'?