This course is part of the Microsoft Professional Program Certificate in IT Support. This course is a follow up to IT Support Fundamentals and delves deeper into the entire case management process, guiding you through each stage of the process. You will examine best practices on how to become a more efficient and effective troubleshooter, including training how to manage customer expectations and handle customer objections.
Assessment
This course does not involve any written exams. Students need to answer 5 assignment questions to complete the course, the answers will be in the form of written work in pdf or word. Students can write the answers in their own time. Each answer needs to be 200 words (1 Page). Once the answers are submitted, the tutor will check and assess the work.
Certification
Edukite courses are free to study. To successfully complete a course you must submit all the assignment of the course as part of the assessment. Upon successful completion of a course, you can choose to make your achievement formal by obtaining your Certificate at a cost of £49.
Having an Official Edukite Certification is a great way to celebrate and share your success. You can:
- Add the certificate to your CV or resume and brighten up your career
- Show it to prove your success
Course Credit: Microsoft.
Course Curriculum
Course Introduction | |||
Before You Start | 00:02:00 | ||
Course Introduction | 00:05:00 | ||
Support Agent Introduction | 00:01:00 | ||
Lesson 1 | |||
Module Introduction | 00:01:00 | ||
Assignment Overview | 00:01:00 | ||
Initial Assignment | 00:02:00 | ||
Case Ownership | 00:02:00 | ||
Initial Response | 00:01:00 | ||
Scoping Overview | 00:02:00 | ||
What is Scoping? | 00:01:00 | ||
Types of Cases | 00:02:00 | ||
Support Agent Interview | 00:02:00 | ||
Standard Scope Format | 00:02:00 | ||
Scope Creep | 00:02:00 | ||
Setting the Correct Severity | 00:03:00 | ||
The Importance of Communication during Scoping | 00:01:00 | ||
Lesson 2 | |||
Module Introduction | 00:02:00 | ||
What kind of incident are you dealing with | 00:01:00 | ||
What Evidence are You looking For? | 00:03:00 | ||
Assignment Overview | 00:02:00 | ||
Follow callback commitments | 00:03:00 | ||
Support Agent Interview | 00:04:00 | ||
Compare Collaboration, Transfer, and Escalation | 00:01:00 | ||
Lesson 3 | |||
Support Agent Interview | 00:04:00 | ||
Transfer a Case | 00:01:00 | ||
Escalate a Case | 00:01:00 | ||
Module Introduction | 00:01:00 | ||
Solution Validation steps | 00:02:00 | ||
Unresponsive Customer Procedure | 00:03:00 | ||
Recovery | 00:02:00 | ||
What is Closure? | 00:02:00 | ||
Reasons for Closure | 00:01:00 | ||
Lesson 4 | |||
Module Introduction | 00:01:00 | ||
Developing Analytical Solutions | 00:01:00 | ||
Anchoring | 00:01:00 | ||
Basic Trobleshooting Steps | 00:05:00 | ||
Problem Restatement | 00:01:00 | ||
Setting Boundaries Overview | 00:01:00 | ||
Overdelivering | 00:01:00 | ||
The Risk of Overdelivering | 00:01:00 | ||
Handling Objections | 00:03:00 | ||
Assessment | |||
Submit Your Assignment | 00:00:00 | ||
Certification | 00:00:00 |
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