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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.


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.


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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
Submit Your Assignment 00:00:00
Certification 00:00:00

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