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Windows New Hire Training

Tools and Skills

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

 Demonstrate support incident handling processes. Lesson: Support Tools and Skills This lesson provides a set of links to training courses on the tools and skills used by Microsoft support. support incident management tools.Lesson: Support Process Overview This module provides training on the tools and skills required to support Microsoft customers. you should be able to:  Discuss the Microsoft support organization. Goals At the end of this lesson. you should be able to:  Discuss the Microsoft support organization. Expected Time for this Module This module takes approximately 27.  List key tools used by Microsoft Support.75 hours to complete.  List key tools used by Microsoft Support. Goals At the end of this module.  Discuss customer communication best practices. Microsoft Confidential .  Navigate to support boundary resources. tools for accessing support documentation. and the processes used by Microsoft to support our customers.  Demonstrate the use of Visual KB and other key Microsoft tools.For Internal and Partner Use Only 3 . This includes skills for handling calls.

Lesson: Support Process  Discuss customer communication best practices.For Internal and Partner Use Only 4 .  Demonstrate the use of Visual KB and other key Microsoft tools. including time for assessments.25 hours to complete. Expected Time for this Lesson This lesson takes approximately 24. Microsoft Confidential .

50 6.00 Location: GCSLearn Support Tools page. This course introduces VKB and provides practice 1.50 In addition to CCF basics. 1. this course incorporates CAP training as part of the CCF support narrative and therefore.75 Location: GCSLearn Support Tools page.50 5 . 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. you will NOT teach CAP standalone to your agents 3 Introduction to Troubleshooting Location: GCSLearn Support Tools page. under “Customer Care Framework” This course provides a LOB-agnostic methodology for identifying the root causes of technical issues.Lesson: Support Process Tools and Skills Training Training for the core tools and support skills for your work with Microsoft Support are provided in the table below. Microsoft Confidential . under “Visual Knowledge Base (VKB) Training” 6 Easy Assist 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. Solution Wizard is a decision tree tool that provides systematic guidelines for solving common customer issues. Table 1: Tools and Skills Training Courses for Phone Support using CCF Ord er 1 2 Course Description and Location Introduction to Support This course introduces the support experience and provides a brief look at the Microsoft Corporation. CCF Training Location: GCSLearn Soft Skills page. under “Solution Wizard Training” 5 Visual Knowledge Base This course includes an assessment.For Internal and Partner Use Only 2. VKB is a searchable database of help content. Length in Hours 2.50 Location: GCSLearn Soft Skills page. under “Troubleshooting Methodology” 4 Solution Wizard This course includes an assessment. 2.

2. For example. under “Communications Training” 8 Fix It Training This course includes an assessment. Lesson: Support Process Microsoft Confidential . add two hours. Location: GCSLearn Support Tools page.50 Location: GCSLearn Support Tools page. chat and web. Add about 1 hour for each roadmap.Lesson: Support Process Location: GCSLearn Support Tools page.50 If you are training to more than one support method.For Internal and Partner Use Only 6 .50 Location: GCSLearn Support Tools page. MATS and MSI-based Fix it solutions. Location: GCSLearn Soft Skills page. This short job aid introduces the interface used for reporting outages with their support tools (and other resources). This course builds awareness and seeks to increase the utilization of Fix it technologies by support engineers. This course compares and contrasts WOTS. 0. If you are teaching phone. if you are teaching phone and chat. under “Microsoft Online Services Customer (MOSC) Portal Training” MSDT is a tool that ships with Windows and enables Support Professionals to collect and analyze data from a customer’s computer. under “Microsoft Support Diagnostics Tool (MSDT) Training” This course includes an assessment. roadmaps are built in to each course that will help direct you through each course. and provides guidance and ideas for using them as part of the technical support workflow 1. add one hour. under “Fix It Training” 9 10 Microsoft Online Services Customer Portal Job Aid MSDT This course includes an assessment. under “Easy Assist v2 Training” 7 Strategies for Effective Communication (Phone) This course includes an assessment.50 3. This set of courses looks closely at the unique communication demands of each respective support modality.

Goals At the end of this lesson.Lesson: Support Process This lesson provides an opportunity for you to review the support process for Consumer Windows Support. Expected Time for this Lesson This lesson takes approximately 2 hours to complete. Microsoft Confidential . This process is defined in a document which explains typical incident handling steps.  Discuss key actions involved in handling a customer call. The assessment for this lesson takes an additional 1 hour to complete.For Internal and Partner Use Only 7 . along with steps to take when incidents require special handling. you should be able to:  Demonstrate support incident handling processes.

and how we make decisions based on the process documentation. This documentation ensures that you know what is expected in Consumer Windows Support. Goals At the end of this lesson. and what support requests or technologies fall outside the scope of support. Lesson: Support Boundaries This lesson gives you an opportunity to familiarize yourself with the support boundaries for Windows support. you should be able to:  Navigate to support boundary resources.Lesson: Support Process Overview We must all follow established support processes to ensure that our customers receive consistent.  Identify support boundary documentation relevant to your support specialty. Microsoft Confidential . discussing how support incidents flow through the process. This starts by reviewing the processes. high quality support. Expected Time for this Lesson This lesson takes approximately 30 minutes to complete.For Internal and Partner Use Only 8 .

The important thing is for you to understand the general boundaries for your team. this lesson gives you an opportunity to review your support boundaries. compared with other teams in Consumer Windows Support. It is not expected that you will memorize the boundaries. Then you can use the support boundaries documentation and the help of your teammates to confirm. including:  Windows technologies that fall outside the scope of Consumer Windows Support. you will have varying support boundaries. To ensure that you approach each of the course topics in an appropriate mindset for your support team. and be able to identify areas that might be a boundary issue. discuss key points. Microsoft Confidential .Lesson: Support Process Support Boundaries Overview Windows is a complex product. These boundaries define the support scope on multiple levels.For Internal and Partner Use Only 9 . and support for Windows is no less complex.  Specific support incidents which might need support beyond the front line of phone support.  Scenarios supported by your team. and identify technical areas where you may find a need to make an incident handling decision related to those boundaries. Depending on how your support team is structured.

Lesson: Support Process Consumer Windows Support Boundaries The support boundaries for Consumer Windows Support are located here: https://sharepoint. This varies depending on your support specialty. and then each of these sections is divided into pages with detail on aspects of each technology area. Your instructor can provide guidance on which technology areas apply to you.partners.microsoft.microsoft. output from a Microsoft Office OneNote Notebook file.com/sites/GCS/Shared %20Documents/Support%20Boundaries%20(OneNote)/html/sbweb.onetoc2 Structure The support boundaries are divided into sections based on technology and product.For Internal and Partner Use Only 10 .partners. Microsoft Confidential .html This is a web-based format.extranet.com/sites/GCS/Shared %20Documents/Support%20Boundaries%20(OneNote)/OneNote%20Table%20Of %20Contents. Applicable Areas for You It is important to understand the areas of these boundaries relevant to your support team. If you have OneNote installed.extranet. you can also use the notebook directly using this link: https://sharepoint.

Your customer has a question about a feature of the latest version of Windows. Some questions to consider for each:  Is there enough information to determine if this is in our out of your boundaries?  What should you do if there is not enough information?  If the issue falls outside your boundaries. Microsoft Confidential . Your customer is having a problem trying to start their PC. and discuss how they fit into your support boundaries. Module Review This module has covered the following main topics. Your customer is seeing an error whenever they try to connect to the Internet. Your customer is seeing an error about Windows Activation. Other sites are working ok. and is seeing an error while trying to join the domain on the work network. Your customer wants to know if their scanner will work with the latest version of Windows. Your customer is using their laptop at work.Lesson: Support Process Activity: Discuss Support Scenarios Review the following scenarios. They have been seeing this since they upgraded from an older version of Windows earlier today. They want to understand how the feature compares with a related feature in the older version of Windows. and wants to do the same with movie DVDs – record them to the PC for later viewing. Your customer is using Windows Media Center to record TV shows.For Internal and Partner Use Only 11 . how should you handle delivering the boundary message to the customer? Table 2: Support Boundary Scenario Examples Scenario Problem Installing Windows Question about a Windows Feature Problem Connecting to the Internet Concern about Hardware Compatibility with Windows Errors while Connecting to Network Domain at Work Problem Ripping Movie to a File Error while Activating Windows Error while Browsing Specific Websites Problem while Starting PC Description Your customer indicates that they are having a problem while upgrading from an older version of Windows to the latest version. Your customer has started seeing errors when browsing 2 specific web sites.

Lesson: Support Process  Support Tools  Support Skills  Support Process  Support Boundaries Microsoft Confidential .For Internal and Partner Use Only 12 .