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About this course
This course is part of the Microsoft Professional Program Certificate in IT Support.
This course dives deep into the case management process and how to identify key issues that need to be documented throughout the evolution of a case. You will examine the reasons why documentation is so critical in the field of IT Support, and why it is so crucial for capturing all viewpoints within case documentation, from the support agent, to the customer, and to any other internal resource who may get involved.
The course begins with an analysis of how to document different types of support cases, from advisory cases to reactive cases to escalated cases. The course then introduces you to various types of tools used to document cases. And finally, the course concludes with an examination of the different types of questions that a support agent needs to ask and document based on specific workflow situations.
At the completion of the course, the student will have a greater appreciation for the importance of maintaining complete, detailed, and accurate documentation and when and how to apply that knowledge.
This is the last in a series of four courses that are targeted to individuals who are considering a move into IT Support. This course is a follow up on the IT Support Troubleshooting course.
What you’ll learn
- Understand what an advisory case is and identify the key requirements that should be documented for such a case
- Understand what a reactive case is and identify the key requirements that should be documented for such a case
- Understand what the key requirements are that should be documented when escalating a case, as well as when to conduct warm transfers
- Examine the types of tools that are commonly used to capture customer data
- Identify key questions that should be asked during different phases of the case management life cycle
- Identify key questions that should be asked when encountering specific problem situations
There is no prerequisites for this course.
Estimate Time : 15-20 hours
Module 1 Documentation Requirements
- Why Document?
- What are you documenting?
- Who cares about documentation?
Module 2 Documenting Cases
- Solution Development
- Solution Validation
Module 3 Knowledge Management & Documentation Tools
- Case Management
- Process and Procedure System
- Knowledge and Intellectual Capital (IC) Repository
- Customer Relationship Management
Module 4 Performance Measures and Indicators
- Key Performance Indicators
- Scorecards and Dashboards
- Other Metrics
Lawrence Associates LLC
Bernie Lawrence is founder and CEO of Lawrence Associates LLC. Prior to starting Lawrence Associates LLC, he served as Vice President of Consulting, Sales and Marketing, and as a Managing Director of Business Consulting with Immedient Corporation, Microsoft’s largest privately-held solutions provider. He has a BS in Administration & Management Science and Economics from Carnegie Mellon University and an MBA in Finance from C.W. Post University.
Senior Content Development Manager
Tony Frink is a 35 year veteran of the IT industry, with a background in ERP technologies, Microsoft Dynamics CRM, and Microsoft Office. He spent the first 18 years of his career in ERP software development and professional services management. He has spent the past 17 years with Microsoft and is currently a Senior Content Development Manager on the Cloud Productivity team at Microsoft Learning. He is responsible for developing training content about Office 365 and related products, as well as IT Support topics.
Business & Financial Consultant / IT Course Development & Delivery
Lawrence Associates LLC
With 40 years of professional experience Mike combines technical and business acumen with his coaching skills to provide his clients’ the knowledge they need to develop, deliver, and justify financial business cases for major investments. Mike regularly works with executives in private and public organizations to develop and deliver economic justifications for multi-million-dollar information technology investments. Over the past 10 years, he has also used that background as a basis for developing and delivering a variety of training courses for IT professionals.
|Author / Publisher|
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