As a member of a support team, do you assist users and encounter recurring issues with Microsoft Teams or Microsoft 365 applications? This training will help you understand, diagnose, and resolve the most common problems to minimize disruptions, improve the user experience, and increase your daily efficiency. Through real-world scenarios, you’ll develop a better understanding of how Teams and Microsoft 365 work, while adopting preventive best practices to avoid common mistakes. The goal: to become more self-reliant and responsive to the technological challenges of digital collaboration. Note: Please note that this course is not intended for Microsoft 365 console administrators.
Audience	User support team
Prerequisites	Working to support end-users with the various Microsoft 365 tools
Objectives	Discover tools in the Microsoft 365 ecosystem as well as what’s new in Microsoft technology
Teaching method	Presentations – Demos – Guided and individual exercises
Contents	How to use OneDrive Creating, uploading, and editing files Sharing and how to manage existing shared documents Coediting (online, desktop, and mobile apps) Shared file section (with me and by me) The two recycle bins Searching in OneDrive and in the Microsoft 365 home page Discovering Microsoft 365's intelligent search engine Distinguishing between the online and desktop versions Understanding differences between Microsoft 365 Groups and Teams groups Conversations in Outlook Group calendar in Outlook Why and how to follow the collaboration site How to use Teams Creating a team (Who can create? Creating via Teams and via Microsoft 365 admin) Creating a team from an existing Microsoft 365 Group Creating a team from another Teams Creating and managing channels Understanding Show/Hide Understanding the File tab and its associated SharePoint library (impact of folder location, renaming a channel) Finding and managing the team Recycle bin Viewing documents versions Different ways of sharing in Teams Understanding secure channels Creating and managing tabs: OneNote, Planner, Viewers, and other web content Editing the team and managing members in Teams Managing members in Microsoft 365 admin Understanding the roles in Teams: owners, members, and guests Searching in Teams Instant messaging (Chat) and files Understanding how Teams integrates Microsoft 365 Groups and other apps for teams: Planner Forms SharePoint Streams Power BI Outlook (Groups) Discovering tips and tricks for users Quickly saving files from the desktop Sending attachments and links from Outlook Understanding the mobile apps Teams OneDrive, Office, SharePoint OneNote Word, Excel, PowerPoint Outlook Managing "My Account" Software, subscriptions, security Coaching the support team to assist users Understanding the functionalities that are commonly problematic for users Knowing how to assist users in a "VUCA" paradigm: volatile, uncertain, complex and ambiguous. The Cloud is constantly evolving, changing and is perpetually updated. It is important to prepare support teams to this context.
Other related course	Program Becoming a Microsoft Teams and Office 365 Champion \| AFI Expertise

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Ghislain Parent

Trainer and Professional Efficiency Consultant

Ghislain Parent has more than 30 years of experience in project management in the fields of training, communication, IT and new technologies, including several years as an entrepreneur. Ghislain has worked at AFI Expertise as a professional efficiency trainer and consultant since 2013. He helps people leverage tools such as Office 365, SharePoint, Teams and OneNote, in addition to mobile technologies such as Android and Apple devices.

Marc Maisonneuve

Training program director

Marc Maisonneuve has acted as a Training Program Director, professional effectiveness trainer and user tools practice leader at AFI for several years. Mr. Maisonneuve is known for his analytical skills, his legendary calm and his undeniable desire to encourage people to develop their skills. He has the ability to present technological solutions in a natural way and to adapt them to the concrete needs of the workplace.

Emna Labidi

Trainer

Emna Labidi holds a bachelor’s degree in management information systems. She has an international background, having led digital transformation projects in eight countries and supported over 500 organizations in adopting technological solutions. She began her career teaching and training others in digital tools before moving into leadership roles in information technology and project management related to educational technology. Certified as a “trainer of trainers” in 2022, she stands out for her ability to design and facilitate innovative educational programs tailored to diverse contexts, using a human-centered, structured, and impactful approach. A specialist in digital tools and an expert in Microsoft 365, Power BI, and learning management systems (LMS), she now works at AFI École des organisations. She leverages her expertise to help teams and organizations by delivering training that encourages technology adoption, enhances collaboration, and strengthens operational efficiency.

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Understand the most common problems in Teams and Microsoft 365 applications

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