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)