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Windows® New Hire

Training
Microsoft Consumer Support

IN THIS SUMMARY. Some elements of this document are subject to change. Copying or disclosing all or any portion of the content and/or information included in this package is strictly prohibited. EXPRESS OR IMPLIED. and is intended only for users described in the training materials.For Internal and Partner Use Only 2 . MICROSOFT MAKES NO WARRANTIES. This content and information is provided to you under a Non-Disclosure Agreement and cannot be distributed. Microsoft is a registered trademark of Microsoft Corporation in the United States and/or other countries. Microsoft Confidential .Course Introduction © 2011 Microsoft Corporation. All rights reserved. This document is for informational purposes only. 02/2011 Microsoft Confidential .For Internal and Partner Use Only This training package content is proprietary and confidential. Other product and company names mentioned herein may be the trademarks of their respective owners.

using Windows. manual tools. 13 Updates This module examines the update process. and returning to a working configuration. troubleshooting procedures. 2 Windows Basics This module covers fundamental Windows topics such as PC hardware basics.For Internal and Partner Use Only 3 . 8 Startup This module provides boot process details. Tablet and Touch features. and roadmap guidance for each agent type. 14 Core Networking This module explores the basics of connecting a Windows PC to a home network or the Internet. tools and troubleshooting guidance. usage and troubleshooting. display technologies and power management. 11 Backup This module focuses on backup features of Windows. 12 Safety and Security This module covers malware remediation for Windows support professionals. with overall goals. data migration. 6 User Interface This module presents Windows Explorer. Microsoft Confidential . Topics include clean install. 15 Internet Explorer This module covers Internet Explorer features. 5 Licensing This module provides a discussion of Windows licensing and activation technologies. with troubleshooting guidance for failures during backup or restore. upgrade. 4 Setup This module provides a more detailed look at the setup process for Windows 7 and earlier Windows releases. This module provides an overview of the course. CD/DVD burning and Previous Versions are also covered here. installation. Ease of Access. and performing intermediate user tasks. and Multi-Language support in Windows. automated tools.Course Introduction Contents # Description 0 Module Introduction 1 Tools and Skills This module contains links to the training courses for support skills and tools. 9 Hardware and Drivers This module covers hardware and driver troubleshooting. along with maintenance tools and troubleshooting. 3 Troubleshooting Basics This module provides a cross-technology primer in Windows troubleshooting. Search. delivery timing. and recovery. 7 Applications This module focuses on application compatibility troubleshooting. Topics include resources for troubleshooting. 10 Storage This module examines disk and file system capabilities of Windows. service packs and troublehsooting for failures in these areas.

Goals After you complete this course. 17 Multimedia This module explores the multimedia features of Windows. Course Introduction This course is designed to provide new Consumer Windows support professionals with a foundation in Windows technologies and support scenarios.  Demonstrate troubleshooting best practices. 18 Printing This module provides usage guidance and troubleshooting for local and network print issues. and provides hands-on experience planning.Course Introduction 16 Home Networking This module examines the home networking features of Windows.  List troubleshooting resources and tools available for resolving issues with Windows and applications running on Windows.  Demonstrate intermediate-level user competence with Windows concepts and technologies. Microsoft Confidential .For Internal and Partner Use Only 4 . you will be able to do the following:  Discuss Windows versions and editions. 19 Performance This module covers tools and troubleshooting recommendations for performance issues in Windows. implementing and configuring a home network.

there is also coverage for those differences. This course is constructed to provide a flexible delivery model so that you can deliver or receive only a portion of the course. each with their own specific needs and support scope. There will be classes and agent types not well represented by these roadmaps. by Microsoft and by a variety of other companies. Think of the course materials as a larger reference. Roadmaps as Guidelines The roadmaps provided in this manual do not predict every possible scenario or agent scope. Each roadmap is a table showing you what is included in delivery for a specific audience. level). o Product: Most of the material in this course is based on Windows 7. guidance is provided in Roadmap Notes. but make final decisions on your delivery based on the needs of the class. The modules are organized to provide delivery flexibility and reference aid. Roadmaps: The roadmap is where you can find the specific set of modules. from which you will receive delivery of a specific subset. Where previous versions of Windows differ. topics. as needed to cover your scope and delivery length needs. simply because of the variety within Windows support. Use these roadmaps as guidelines to help inform your topic selections and timing. as well as more advanced topics targeted for specialty or higher-level support agents. product. product and level guidance for your specific training delivery from this course.   Module: Each main technology area of the course has a Module. If there is some sub-set of a module needed for an audience (topic. As a result you may find topics for Windows XP or Windows Vista in this course. The course is divided into Modules and Roadmaps. o Level: This course covers topics appropriate for front-line support generalists. This is designed to help guide the classroom delivery or self study of this courseware to suit the needs of multiple audiences. o Topic: Topics within each module are presented in such a way that most topics can be delivered independently. Microsoft Confidential .For Internal and Partner Use Only 5 .Course Introduction Roadmaps Windows is supported all over the world.

00 12.50 0. Note: Discussion times shown below include assessment time for each module that includes an assessment.00 1.25 10.25 2.00 4.00 1.50 2.00 6.00 Lab Hours 0.25 9.25 3.00 4.50 5.00 2.For Internal and Partner Use Only 6 .50 19.50 8.00 0.00 2.75 6.25 2.Course Introduction Roadmap: Full Delivery This roadmap provides a typical consumer Windows support professional with broad coverage of Windows topics.75 5.50 6.75 10.50 1.50 15.00 3.50 3.50 4.50 5.50 2.25 4.50 6.50 3.50 4.50 28.00 205.00 0.25 Microsoft Confidential .00 1.00 8.75 7.00 3.25 11.75 3.50 7.50 5.00 0.50 3.00 4.50 1.25 1.50 7.75 2.75 3.50 72.50 3.50 3.50 27.50 3.00 1.25 8.25 3.00 126.25 4.00 1. This is a full delivery of the courseware.25 11.00 7.75 2.50 5.25 2. Table 1: Full Delivery 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 10 1 10 2 10 3 20 1 Module Introduction Tools and Skills Windows Basics Troubleshooting Basics Setup Licensing User Interface Applications Startup Hardware and Drivers Storage Backup Safety and Security Updates Core Networking Internet Explorer Home Networking Multimedia Printing Performance Microsoft Security Essentials Windows Home Server Microsoft Silverlight Post-Technical Tools and Skills Daily Reviews (15m/day) Total: Total Hours Discussion Hours 0.25 6.50 4.50 6.00 15.50 7.

Course Introduction Linked Non-Technical Courses The Tools and Skills modules in this training consist of sets of separate courses. under “Visual Knowledge Base (VKB) Training” Easy Assist This course includes an assessment. you will NOT teach CAP standalone to your agents Introduction to Troubleshooting Location: GCSLearn Support Tools page. under “Solution Wizard Training” Visual Knowledge Base This course includes an assessment. under “Introduction to Support” This course provides new agents with an in depth look at the support tool that they will use day in and day out. 2.50 Location: GCSLearn Soft Skills page. CCF Training Location: GCSLearn Soft Skills page.50 6.50 In addition to CCF basics. Solution Wizard is a decision tree tool that provides systematic guidelines for solving common customer issues.For Internal and Partner Use Only 2. These courses cover the tools used by Microsoft Support agents to manage customer cases.00 Location: GCSLearn Support Tools page. under “Troubleshooting Methodology” Solution Wizard This course includes an assessment. Length in Hours 2.50 7 . this course incorporates CAP training as part of the CCF support narrative and therefore.75 Location: GCSLearn Support Tools page. This course introduces VKB and provides practice 1. access product documentation. VKB is a searchable database of help content. Easy Assist is a support tool that lets support engineers use remote access to work directly with the customer’s computer to perform Microsoft Confidential . under “Customer Care Framework” This course provides a LOB-agnostic methodology for identifying the root causes of technical issues. send diagnostics to customers and other tasks. The skills courses referenced from these modules Table 2: Other Courses Course Description and Location Introduction to Support This course introduces the support experience and provides a brief look at the Microsoft Corporation. 1.

Location: GCSLearn Support Tools page.50 1.For Internal and Partner Use Only 8 . under “Communications Training” Fix It Training This course includes an assessment. and provides guidance and ideas for using them as part of the technical support workflow 1. 0. For example. if you are teaching phone and chat. under “Microsoft Support Diagnostics Tool (MSDT) Training” This course includes an assessment. This course builds awareness and seeks to increase the utilization of Fix it technologies by support engineers. under “Easy Assist v2 Training” Strategies for Effective Communication (Phone) This course includes an assessment. 2. This short job aid introduces the interface used for reporting outages with their support tools (and other resources). under “Microsoft Online Services Customer (MOSC) Portal Training” Introduces the phones and phone related processes used in the support role. roadmaps are built in to each course that will help direct you through each course.50 If you are training to more than one support method. add two hours. under “OneCall Softphone Training” MSDT is a tool that ships with Windows and enables Support Professionals to collect and analyze data from a customer’s computer. Microsoft Confidential .00 3.00 Location: GCSLearn Support Tools page. add one hour. This set of courses looks closely at the unique communication demands of each respective support modality. Location: GCSLearn Support Tools page. Location: GCSLearn Soft Skills page. If you are teaching phone. Add about 1 hour for each roadmap. chat and web.Course Introduction troubleshooting tasks.50 Location: GCSLearn Support Tools page. MATS and MSI-based Fix it solutions. under “Fix It Training” Microsoft Online Services Customer Portal Job Aid One Call Softphone Training MSDT This course includes an assessment. Location: GCSLearn Support Tools page. This course compares and contrasts WOTS.

under “05.Course Introduction Linked Technical Courses Some roadmaps refer to the courses listed below.00 12. Windows Home Server” Microsoft Silverlight 1. Microsoft Security Essentials” Windows Home Server GCSLearn Windows Page. These courses are not included in the Windows New Hire Training materials.50 Discussion Hours 6.00 Lab Hours 19. under “07.00 GCSLearn Windows Page.50 3. but are required for some agent types.50 6. Microsoft Silverlight” Microsoft Confidential . Table 3: Other Courses # Module 10 1 Microsoft Security Essentials 10 2 10 3 Length in Hours 7. under “15.50 GCSLearn Windows Page.50 4.50 1.For Internal and Partner Use Only 9 .

50 15.00 46.50 0.50 Lab Hours 0.Course Introduction Roadmap: Windows Core This roadmap provides a typical consumer support professional with baseline coverage of Windows topics.25 11.00 61.00 2.00 0. Topics covered include Windows usage and configuation.25 13.00 0.00 8.00 4.50 5.25 4.50 28.50 27.75 6. Table 4: Windows Core 0 1 2 3 20 1 Module Introduction Tools and Skills Windows Basics Troubleshooting Basics Post-Technical Tools and Skills Daily Reviews (15m/day) Total: Total Hours 0. and basic problem resolution.50 7.For Internal and Partner Use Only Discussion Hours 10 .50 Microsoft Confidential .

00 11 .75 5.00 1.75 5.50 4.50 28.25 2.50 2.50 5.50 0.00 1.00 0.75 2.25 4.00 3.50 2.50 3.75 6.00 1.50 5.00 2.25 11.For Internal and Partner Use Only Discussion Hours 0.00 0.50 Lab Hours 0.00 8.00 1.50 4.50 3.50 2.50 0.50 4.50 3.Course Introduction Roadmap: North America General Assist This 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 0 1 2 3 6 7 8 9 10 11 13 17 18 19 20 1 Module Introduction Tools and Skills Windows Basics Troubleshooting Basics User Interface Applications Startup Hardware and Drivers Storage Backup Updates Multimedia Printing Performance Post-Technical Tools and Skills Daily Reviews (15m/day) Total: Total Hours Discussion Hours 0.50 Microsoft Confidential .50 1.75 2.50 3.50 9.50 5.75 3.25 3.75 2.00 4.75 3.50 4.50 15.50 3.75 2.50 6.50 2.00 4.00 6.50 3.50 27.00 Lab Hours 0.50 3.50 5.00 1.50 1.00 1.25 35.00 2.00 0.25 3.50 7.00 Existing Agents For agents who have already completed Windows Core.50 0.75 115.00 0.25 2.00 3.50 5. Existing Agents 0 1 6 7 8 9 10 11 Module Introduction Tools and Skills (Support Boundaries Only) User Interface Applications Startup Hardware and Drivers Storage Backup Total Hours 0. the roadmap is as follows: Table 6: North America General Assist.75 2.00 76. or have previous Windows 7 support experience.

Course Introduction 13 17 18 19 20 1 Updates Multimedia Printing Performance Post-Technical Tools and Skills (Boundaries.50 21.75 2.00 6.75 2.50 0.00 0.75 56. Assessment) Daily Reviews (15m/day) Total: 9.50 6.50 Note: Classroom PCs must be set up with a Windows 7/Windows XP dual boot prior to class.00 1.00 3.50 4.For Internal and Partner Use Only 12 .00 4.25 4. Microsoft Confidential .50 3.50 2.00 1.00 33. Listens.50 1.

25 3.25 Existing Agents For agents who have already completed Windows Core.75 3.50 2.Course Introduction Roadmap: North America Networking This roadmap provides a new North America Networking agent with a set of Windows topics in their support scope.25 3.00 4.00 Microsoft Confidential .25 6.50 2.00 0.25 6.00 3.50 3.00 1.25 10.25 10.50 1.50 1.50 15.00 4. Existing Agents 0 1 9 14 15 16 18 10 3 20 1 Module Introduction Tools and Skills (Support Boundaries Only) Hardware and Drivers Core Networking Internet Explorer Home Networking Printing Microsoft Silverlight Post-Technical Tools and Skills (Boundaries.00 15.75 6.00 0.00 4.50 2.25 11.00 Lab Hours 0.00 3.50 Lab Hours 0.50 1.75 4.75 112.00 10.50 3.50 27.50 7.00 0.50 7.75 7.00 10.25 11. the roadmap is as follows: Table 8: North America Networking.50 28.00 3.75 40.00 0.00 0. New to Windows Table 7: North America Networking 0 1 2 3 9 14 15 16 18 10 3 20 1 Module Introduction Tools and Skills Windows Basics Troubleshooting Basics Hardware and Drivers Core Networking Internet Explorer Home Networking Printing Microsoft Silverlight Post-Technical Tools and Skills Daily Reviews (15m/day) Total: Total Hours Discussion Hours 0. or have previous Windows 7 support experience. Listens.50 5.50 3.50 2.00 68.50 7.00 4.For Internal and Partner Use Only Discussion Hours 13 .75 3.50 1.50 0.00 1.25 11.00 0.00 0.00 4.00 15.00 8. Total Hours 0.75 7.50 3.

Course Introduction Assessment) Daily Reviews (15m/day) Total: 1.For Internal and Partner Use Only 14 .50 26. Microsoft Confidential .00 26.75 54.75 Note: Classroom PCs must be set up with a Windows 7/Windows XP dual boot prior to class.

50 6.25 4.25 11.25 0.00 9.75 7.25 9.25 4.00 3.50 2.25 Lab Hours 0.50 28.00 2.00 4.75 7.50 6.50 7.00 0.50 8.00 32. Existing Agents 0 1 5 12 13 10 1 20 1 Module Introduction Tools and Skills (Support Boundaries Only) Licensing Safety and Security Updates Microsoft Security Essentials Post-Technical Tools and Skills (Support Boundaries Only) Daily Reviews (15m/day) Total: Total Hours Discussion Hours 0.50 0.00 2.00 64.00 0.00 0.75 6.00 0.00 8.00 0.50 6.50 Microsoft Confidential .00 2.75 23.50 5.00 2.50 15.25 9.00 90.50 2.00 22.75 4.00 Existing Agents For agents who have already completed Windows Core. the roadmap is as follows: Table 10: North America PC Safety.25 1.25 3.50 27.00 1.50 0.50 Lab Hours 0.50 8. New to Windows Table 9: North America PC Safety 0 1 2 3 5 12 13 10 1 20 1 Module Introduction Tools and Skills Windows Basics Troubleshooting Basics Licensing Safety and Security Updates Microsoft Security Essentials Post-Technical Tools and Skills Daily Reviews (15m/day) Total: Total Hours Discussion Hours 0.Course Introduction Roadmap: North America PC Safety This roadmap provides a new North America PC Safety agent with a set of Windows topics in their support scope.25 3.00 4.50 1.25 1. or have previous Windows 7 support experience.50 4.For Internal and Partner Use Only 15 .00 1.50 6.

Course Introduction Note: Classroom PCs must be set up with a Windows 7/Windows XP dual boot prior to class. Microsoft Confidential .For Internal and Partner Use Only 16 .

25 4.25 0.00 0. or have previous Windows 7 support experience.50 Note: Classroom PCs must be set up with a Windows 7/Windows XP dual boot prior to class.Course Introduction Roadmap: North America Setup This roadmap provides a new North America Setup agent with a set of Windows topics in their support scope.00 4.50 4. Existing Agents 0 1 4 5 13 14 20 1 Module Introduction Tools and Skills (Support Boundaries Only) Setup Licensing Updates Core Networking Post-Technical Tools and Skills (Support Boundaries Only) Daily Reviews (15m/day) Total: Total Hours Discussion Hours 0.00 0.25 0.50 Lab Hours 0.00 4.00 2.75 84.00 3.25 0.50 7.00 8.50 5.75 0.00 58.50 28.00 3.00 0.25 2.75 26.00 3.50 5.75 6.00 0.50 0.25 4.50 15.50 9.00 2.00 9. New to Windows Table 11: North America Setup 0 1 2 3 4 5 13 14 20 1 Module Introduction Tools and Skills Windows Basics Troubleshooting Basics Setup Licensing Updates Core Networking Post-Technical Tools and Skills Daily Reviews (15m/day) Total: Total Hours Discussion Hours 0.25 1.50 8. Microsoft Confidential .50 0. the roadmap is as follows: Table 12: North America Setup.For Internal and Partner Use Only 17 .50 5.25 11.25 0.25 Lab Hours 0.50 27.00 16.00 Existing Agents For agents who have already completed Windows Core.00 3.00 0.75 23.25 1.25 0.50 4.50 8.50 9.75 0.50 0.50 4.00 4.

Course Introduction Microsoft Confidential .For Internal and Partner Use Only 18 .