2. Tools and Skills - MSAD Tech Training (Windows®)

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Tools and Skills


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Lesson: Support Process

2011 Microsoft Corporation. All rights reserved.

Microsoft Condential - For Internal and Partner Use Only

This training pacage content is proprietar! and con"dential# and is intended onl! forusers descri$ed in the training %aterials. This content and infor%ation is provided to

!ou under a &on'(isclosure Agree%ent and cannot $e distri$uted. Cop!ing or disclosing

all or an! portion of the content and)or infor%ation included in this pacage is strictl!

prohi$ited. So%e ele%ents of this docu%ent are su$*ect to change. This docu%ent is

for infor%ational purposes onl!. M+C,-S-T MA/S &- A,,A&T+S# P,SS -,

+MPL+(# +& T3+S S4MMA,5. Microsoft is a registered trade%ar of Microsoft Corporation

in the 4nited States and)or other countries. -ther product and co%pan! na%es

%entioned herein %a! $e the trade%ars of their respective o6ners.

02)2011

Microsoft Con"dential ' or +nternal and Partner 4se -nl! 2


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-vervie6

This %odule provides training on the tools and sills re7uired to support Microsoft

custo%ers. This includes sills for handling calls# support incident %anage%ent tools#tools for accessing support docu%entation# and the processes used $! Microsoft to

support our custo%ers.

oals

At the end of this %odule# !ou should $e a$le to:

(iscuss the Microsoft support organi8ation.

List e! tools used $! Microsoft Support.

(iscuss custo%er co%%unication $est practices.

(e%onstrate the use of 9isual / and other e! Microsoft tools.

(e%onstrate support incident handling processes.

&avigate to support $oundar! resources.

!"#ected Ti$e for t%is Mod&le

This %odule taes appro;i%atel! 2


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(iscuss custo%er co%%unication $est practices.

(e%onstrate the use of 9isual / and other e! Microsoft tools.

!"#ected Ti$e for t%is 'essonThis lesson taes appro;i%atel! 2?.2= hours to co%plete# including ti%e for

assess%ents.

Microsoft Con"dential ' or +nternal and Partner 4se -nl! ?


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Tools and Skills Training

Training for the core tools and support sills for !our 6or 6ith Microsoft Support are

provided in the ta$le $elo6.

Ta(le )* Tools and Skills Training Co&rses for P%one S#ort &sing CCF

Ord

er

Co&rse +escri#tion and 'ocation 'engt% in

Ho&rs

) Introd&ction to

S#ort

This course introduces the support

e;perience and provides a $rief loo at the

Microsoft Corporation.

'ocation: @CSLearn Soft Sillspage# under

+ntroduction to SupportB

,./

, CCF Training This course provides ne6 agents 6ith an in

depth loo at the support tool that the! 6ill

use da! in and da! out.+n addition to CC $asics# this course

incorporates CAP training as part of the CC

support narrative and therefore# !ou 6ill &-T

teach CAP standalone to !our agents

'ocation: @CSLearn Support Toolspage#

under Custo%er Care ra%e6orB

0./

1 Introd&ction to

Tro&(les%ooting

This course provides a L-'agnostic

%ethodolog! for identif!ing the root causes

of technical issues.

'ocation: @CSLearn Soft Sillspage# under

Trou$leshooting Methodolog!BThis course includes an assess%ent.

)./

2 Sol&tion Wi3ard Solution i8ard is a decision tree tool that

provides s!ste%atic guidelines for solving

co%%on custo%er issues.


under Solution i8ard TrainingB

This course includes an assess%ent.

,//

. 4is&al 5nowledge

6ase

9/ is a searcha$le data$ase of help

content. This course introduces 9/ and

provides practice

'ocation: @CSLearn Support Toolspage#under 9isual /no6ledge ase 9/D

TrainingB


)7.

0 !asy 8ssist as! Assist is a support tool that lets support

engineers use re%ote access to 6or

directl! 6ith the custo%erEs co%puter to

perfor% trou$leshooting tass.

,./

Microsoft Con"dential ' or +nternal and Partner 4se -nl! =
https://gcslearn.partners.extranet.microsoft.com/common/SoftSkills/Pages/newhire.aspx?Mode=Thttps://gcslearn.partners.extranet.microsoft.com/common/SoftSkills/Pages/newhire.aspx?Mode=Thttps://gcslearn.partners.extranet.microsoft.com/common/SupportTools/Pages/newhire.aspxhttps://gcslearn.partners.extranet.microsoft.com/common/SoftSkills/Pages/newhire.aspx?Mode=Thttps://gcslearn.partners.extranet.microsoft.com/common/SoftSkills/Pages/newhire.aspx?Mode=Thttps://gcslearn.partners.extranet.microsoft.com/common/SupportTools/Pages/newhire.aspxhttps://gcslearn.partners.extranet.microsoft.com/common/SupportTools/Pages/newhire.aspxhttps://gcslearn.partners.extranet.microsoft.com/common/SupportTools/Pages/newhire.aspxhttps://gcslearn.partners.extranet.microsoft.com/common/SoftSkills/Pages/newhire.aspx?Mode=Thttps://gcslearn.partners.extranet.microsoft.com/common/SupportTools/Pages/newhire.aspxhttps://gcslearn.partners.extranet.microsoft.com/common/SupportTools/Pages/newhire.aspxhttps://gcslearn.partners.extranet.microsoft.com/common/SoftSkills/Pages/newhire.aspx?Mode=T


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under as! Assist v2 TrainingB


7 Strategies for

!9ecti:e

Co$$&nication;P%one

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