Windows® New Hire TrainingMicrosoft Consumer Support

Course Introduction

© 2011 Microsoft Corporation. All rights reserved.

Microsoft Confidential - For Internal and Partner Use Only

This training package content is proprietary and confidential, and is intended only for users described in the training materials. This content and information is provided to you under a Non-Disclosure Agreement and cannot be distributed. Copying or disclosing all or any portion of the content and/or information included in this package is strictly prohibited. Some elements of this document are subject to change. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft is a registered trademark of Microsoft Corporation in the United States and/or other countries. Other product and company names mentioned herein may be the trademarks of their respective owners. 02/2011

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Course Introduction

Contents

# Module Description

0 Introduction This module provides an overview of the course, with overall goals, delivery timing, and roadmap guidance for each agent type.

1 Tools and Skills This module contains links to the training courses for support skills and tools.

2 Windows Basics This module covers fundamental Windows topics such as PC hardware basics, using Windows, and performing intermediate user tasks.

3 Troubleshooting Basics This module provides a cross-technology primer in Windows troubleshooting. Topics include resources for troubleshooting, automated tools, manual tools, and returning to a working configuration.

4 Setup This module provides a more detailed look at the setup process for Windows 7 and earlier Windows releases. Topics include clean install, upgrade, troubleshooting procedures, data migration, and recovery.

5 Licensing This module provides a discussion of Windows licensing and activation technologies.

6 User Interface This module presents Windows Explorer, Ease of Access, Search, Tablet and Touch features, and Multi-Language support in Windows.

7 Applications This module focuses on application compatibility troubleshooting.

8 Startup This module provides boot process details, tools and troubleshooting guidance.

9 Hardware and Drivers This module covers hardware and driver troubleshooting, display technologies and power management.

10 Storage This module examines disk and file system capabilities of Windows, along with maintenance tools and troubleshooting. CD/DVD burning and Previous Versions are also covered here.

11 Backup This module focuses on backup features of Windows, with troubleshooting guidance for failures during backup or restore.

12 Safety and Security This module covers malware remediation for Windows support professionals.

13 Updates This module examines the update process, service packs and troublehsooting for failures in these areas.

14 Core Networking This module explores the basics of connecting a Windows PC to a home network or the Internet.

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Course Introduction

15 Internet Explorer This module covers Internet Explorer features, installation, usage and troubleshooting.

16 Home Networking This module examines the home networking features of Windows, and provides hands-on experience planning, implementing and configuring a home network.

17 Multimedia This module explores the multimedia features of Windows.

18 Printing This module provides usage guidance and troubleshooting for local and network print issues.

19 Performance This module covers tools and troubleshooting recommendations for performance issues in Windows.

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Course Introduction

Course Introduction

This course is designed to provide new Consumer Windows support professionals with a foundation in Windows technologies and support scenarios.

Goals

After you complete this course, you will be able to do the following:

Discuss Windows versions and editions.

Demonstrate intermediate-level user competence with Windows concepts and technologies.

List troubleshooting resources and tools available for resolving issues with Windows and applications running on Windows.

Demonstrate troubleshooting best practices.

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Course Introduction

RoadmapsWindows is supported all over the world, by Microsoft and by a variety of other companies, each with their own specific needs and support scope. This course is constructed to provide a flexible delivery model so that you can deliver or receive only a portion of the course, as needed to cover your scope and delivery length needs. Think of the course materials as a larger reference, from which you will receive delivery of a specific subset.

The course is divided into Modules and Roadmaps.

Module: Each main technology area of the course has a Module. The modules are organized to provide delivery flexibility and reference aid.

o Topic: Topics within each module are presented in such a way that most topics can be delivered independently.

o Product: Most of the material in this course is based on Windows 7. Where previous versions of Windows differ, there is also coverage for those differences. As a result you may find topics for Windows XP or Windows Vista in this course.

o Level: This course covers topics appropriate for front-line support generalists, as well as more advanced topics targeted for specialty or higher-level support agents.

Roadmaps: The roadmap is where you can find the specific set of modules, topics, product and level guidance for your specific training delivery from this course. Each roadmap is a table showing you what is included in delivery for a specific audience.

If there is some sub-set of a module needed for an audience (topic, product, level), guidance is provided in Roadmap Notes. This is designed to help guide the classroom delivery or self study of this courseware to suit the needs of multiple audiences.

Roadmaps as Guidelines

The roadmaps provided in this manual do not predict every possible scenario or agent scope. There will be classes and agent types not well represented by these roadmaps, simply because of the variety within Windows support. Use these roadmaps as guidelines to help inform your topic selections and timing, but make final decisions on your delivery based on the needs of the class.

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Course Introduction

Roadmap: Full DeliveryThis roadmap provides a typical consumer Windows support professional with broad coverage of Windows topics. This is a full delivery of the courseware.

Note: Discussion times shown below include assessment time for each module that includes an assessment.

Table 1: Full Delivery

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.001 Tools and Skills 28.25 27.75 0.502 Windows Basics 11.50 6.50 5.003 Troubleshooting Basics 15.50 7.50 8.004 Setup 8.25 5.00 3.255 Licensing 8.25 6.00 2.256 User Interface 3.75 2.25 1.507 Applications 3.75 2.25 1.508 Startup 5.50 3.50 2.009 Hardware and Drivers 5.50 3.50 2.00

10 Storage 5.50 3.75 1.7511 Backup 4.50 2.50 2.0012 Safety and Security 3.25 2.25 1.0013 Updates 9.00 4.25 4.7514 Core Networking 15.25 4.50 10.7515 Internet Explorer 11.25 7.50 3.7516 Home Networking 10.25 3.00 7.2517 Multimedia 6.50 4.00 2.5018 Printing 6.00 3.00 3.0019 Performance 1.50 1.00 0.50

101 Microsoft Security Essentials 7.50 6.00 1.50102 Windows Home Server 19.00 12.50 6.50103 Microsoft Silverlight 4.50 3.50 1.00201 Post-Technical Tools and Skills 4.00 4.00 0.00

Daily Reviews (15m/day) 7.00Total: 205.50 126.50 72.25

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Course Introduction

Linked Non-Technical Courses

The Tools and Skills modules in this training consist of sets of separate courses. These courses cover the tools used by Microsoft Support agents to manage customer cases, access product documentation, send diagnostics to customers and other tasks. The skills courses referenced from these modules

Table 2: Other Courses

Course Description and Location Length in Hours

Introduction to Support This course introduces the support experience and provides a brief look at the Microsoft Corporation.

Location: GCSLearn Soft Skills page, under “Introduction to Support”

2.50

CCF Training This course provides new agents with an in depth look at the support tool that they will use day in and day out.

In addition to CCF basics, this course incorporates CAP training as part of the CCF support narrative and therefore, you will NOT teach CAP standalone to your agents

Location: GCSLearn Support Tools page, under “Customer Care Framework”

6.50

Introduction to Troubleshooting

This course provides a LOB-agnostic methodology for identifying the root causes of technical issues.

Location: GCSLearn Soft Skills page, under “Troubleshooting Methodology”

This course includes an assessment.

1.50

Solution Wizard Solution Wizard is a decision tree tool that provides systematic guidelines for solving common customer issues.

Location: GCSLearn Support Tools page, under “Solution Wizard Training”

This course includes an assessment.

2.00

Visual Knowledge Base VKB is a searchable database of help content. This course introduces VKB and provides practice

Location: GCSLearn Support Tools page, under “Visual Knowledge Base (VKB) Training”

This course includes an assessment.

1.75

Easy Assist Easy Assist is a support tool that lets support engineers use remote access to work directly with the customer’s computer to perform troubleshooting tasks.

Location: GCSLearn Support Tools page, under “Easy Assist v2 Training”

This course includes an assessment.

2.50

Strategies for Effective Communication (Phone)

This set of courses looks closely at the unique communication demands of each respective support

2.50

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Course Introduction

modality.

If you are training to more than one support method, roadmaps are built in to each course that will help direct you through each course. Add about 1 hour for each roadmap. For example, if you are teaching phone and chat, add one hour. If you are teaching phone, chat and web, add two hours.

Location: GCSLearn Soft Skills page, under “Communications Training”

This course includes an assessment.

Fix It Training This course builds awareness and seeks to increase the utilization of Fix it technologies by support engineers. This course compares and contrasts WOTS, MATS and MSI-based Fix it solutions, and provides guidance and ideas for using them as part of the technical support workflow

Location: GCSLearn Support Tools page, under “Fix It Training”

This course includes an assessment.

1.50

Microsoft Online Services Customer Portal Job Aid

This short job aid introduces the interface used for reporting outages with their support tools (and other resources).

Location: GCSLearn Support Tools page, under “Microsoft Online Services Customer (MOSC) Portal Training”

0.50

One Call Softphone Training

Introduces the phones and phone related processes used in the support role.

Location: GCSLearn Support Tools page, under “OneCall Softphone Training”

1.00

MSDT MSDT is a tool that ships with Windows and enables Support Professionals to collect and analyze data from a customer’s computer.

Location: GCSLearn Support Tools page, under “Microsoft Support Diagnostics Tool (MSDT) Training”

This course includes an assessment.

3.00

Linked Technical Courses

Some roadmaps refer to the courses listed below. These courses are not included in the Windows New Hire Training materials, but are required for some agent types.

Table 3: Other Courses

# Module Length in Hours Discussion Hours Lab Hours

101 Microsoft Security Essentials 7.50 6.00 1.50

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Course Introduction

GCSLearn Windows Page, under “15. Microsoft Security Essentials”

102 Windows Home ServerGCSLearn Windows Page, under “07. Windows Home Server”

19.00 12.50 6.50

103 Microsoft SilverlightGCSLearn Windows Page, under “05. Microsoft Silverlight”

4.50 3.50 1.00

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Course Introduction

Roadmap: Windows CoreThis roadmap provides a typical consumer support professional with baseline coverage of Windows topics. Topics covered include Windows usage and configuation, and basic problem resolution.

Table 4: Windows Core

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.001 Tools and Skills 28.25 27.75 0.502 Windows Basics 11.50 6.50 5.003 Troubleshooting Basics 15.50 7.50 8.00

201 Post-Technical Tools and Skills 4.00 4.00 0.00Daily Reviews (15m/day) 2.00Total: 61.25 46.25 13.50

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Course Introduction

Roadmap: North America General AssistThis roadmap provides a new North America General Assist agent with a set of Windows topics in their support scope.

New to Windows

Table 5: North America General Assist

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.001 Tools and Skills 28.25 27.75 0.502 Windows Basics 11.50 6.50 5.003 Troubleshooting Basics 15.50 7.50 8.006 User Interface 3.75 2.25 1.507 Applications 3.75 2.25 1.508 Startup 5.50 3.50 2.009 Hardware and Drivers 5.50 3.50 2.00

10 Storage 5.50 3.75 1.7511 Backup 4.50 2.50 2.0013 Updates 9.00 4.25 4.7517 Multimedia 6.50 4.00 2.5018 Printing 6.00 3.00 3.0019 Performance 1.50 1.00 0.50

201 Post-Technical Tools and Skills 4.00 4.00 0.00Daily Reviews (15m/day) 3.75Total: 115.00 76.25 35.00

Existing Agents

For agents who have already completed Windows Core, or have previous Windows 7 support experience, the roadmap is as follows:

Table 6: North America General Assist, Existing Agents

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.00

1Tools and Skills(Support Boundaries Only) 0.50 0.50 0.00

6 User Interface 3.75 2.25 1.507 Applications 3.75 2.25 1.508 Startup 5.50 3.50 2.009 Hardware and Drivers 5.50 3.50 2.00

10 Storage 5.50 3.75 1.7511 Backup 4.50 2.50 2.00

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Course Introduction

13 Updates 9.00 4.25 4.7517 Multimedia 6.50 4.00 2.5018 Printing 6.00 3.00 3.0019 Performance 1.50 1.00 0.50

201Post-Technical Tools and Skills(Boundaries, Listens, Assessment) 2.50 2.50 0.00Daily Reviews (15m/day) 1.75Total: 56.75 33.50 21.50

Note: Classroom PCs must be set up with a Windows 7/Windows XP dual boot prior to class.

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Course Introduction

Roadmap: North America NetworkingThis roadmap provides a new North America Networking agent with a set of Windows topics in their support scope.

New to Windows

Table 7: North America Networking

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.001 Tools and Skills 28.25 27.75 0.502 Windows Basics 11.50 6.50 5.003 Troubleshooting Basics 15.50 7.50 8.009 Hardware and Drivers 2.00 1.00 1.00

14 Core Networking 15.25 4.50 10.7515 Internet Explorer 11.25 7.50 3.7516 Home Networking 10.25 3.00 7.2518 Printing 6.00 3.00 3.00

103 Microsoft Silverlight 4.50 3.50 1.00201 Post-Technical Tools and Skills 4.00 4.00 0.00

Daily Reviews (15m/day) 3.75Total: 112.75 68.75 40.25

Existing Agents

For agents who have already completed Windows Core, or have previous Windows 7 support experience, the roadmap is as follows:

Table 8: North America Networking, Existing Agents

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.00

1Tools and Skills(Support Boundaries Only) 0.50 0.50 0.00

9 Hardware and Drivers 2.00 1.00 1.0014 Core Networking 15.25 4.50 10.7515 Internet Explorer 11.25 7.50 3.7516 Home Networking 10.25 3.00 7.2518 Printing 6.00 3.00 3.00

103 Microsoft Silverlight 4.50 3.50 1.00

201Post-Technical Tools and Skills(Boundaries, Listens, Assessment) 2.50 2.50 0.00Daily Reviews (15m/day) 1.75Total: 54.50 26.00 26.75

Note: Classroom PCs must be set up with a Windows 7/Windows XP dual boot prior to class.

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Course Introduction

Roadmap: North America PC SafetyThis roadmap provides a new North America PC Safety agent with a set of Windows topics in their support scope.

New to Windows

Table 9: North America PC Safety

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.001 Tools and Skills 28.25 27.75 0.502 Windows Basics 11.50 6.50 5.003 Troubleshooting Basics 15.50 7.50 8.005 Licensing 8.25 6.00 2.25

12 Safety and Security 3.25 2.25 1.0013 Updates 9.00 4.25 4.75

101 Microsoft Security Essentials 7.50 6.00 1.50201 Post-Technical Tools and Skills 4.00 4.00 0.00

Daily Reviews (15m/day) 3.00Total: 90.75 64.75 23.00

Existing Agents

For agents who have already completed Windows Core, or have previous Windows 7 support experience, the roadmap is as follows:

Table 10: North America PC Safety, Existing Agents

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.00

1Tools and Skills(Support Boundaries Only) 0.50 0.50 0.00

5 Licensing 8.25 6.00 2.2512 Safety and Security 3.25 2.25 1.0013 Updates 9.00 4.25 4.75

101 Microsoft Security Essentials 7.50 6.00 1.50

201Post-Technical Tools and Skills(Support Boundaries Only) 2.50 2.50 0.00Daily Reviews (15m/day) 1.00Total: 32.50 22.00 9.50

Note: Classroom PCs must be set up with a Windows 7/Windows XP dual boot prior to class.

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Course Introduction

Roadmap: North America SetupThis roadmap provides a new North America Setup agent with a set of Windows topics in their support scope.

New to Windows

Table 11: North America Setup

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.001 Tools and Skills 28.25 27.75 0.502 Windows Basics 11.50 6.50 5.003 Troubleshooting Basics 15.50 7.50 8.004 Setup 8.25 5.00 3.255 Licensing 4.50 3.00 1.50

13 Updates 9.00 4.25 4.7514 Core Networking 0.25 0.25 0.00

201 Post-Technical Tools and Skills 4.00 4.00 0.00Daily Reviews (15m/day) 2.75Total: 84.50 58.75 23.00

Existing Agents

For agents who have already completed Windows Core, or have previous Windows 7 support experience, the roadmap is as follows:

Table 12: North America Setup, Existing Agents

Module Total Hours Discussion Hours Lab Hours0 Introduction 0.50 0.50 0.00

1Tools and Skills(Support Boundaries Only) 0.50 0.50 0.00

4 Setup 8.25 5.00 3.255 Licensing 4.50 3.00 1.50

13 Updates 9.00 4.25 4.7514 Core Networking 0.25 0.25 0.00

201Post-Technical Tools and Skills(Support Boundaries Only) 2.50 2.50 0.00Daily Reviews (15m/day) 0.75Total: 26.25 16.00 9.50

Note: Classroom PCs must be set up with a Windows 7/Windows XP dual boot prior to class.

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