This training is tailored for support teams who work with Microsof 365 while also assisting users. Support teams must understand the full potential of Microsoft 365 as well as the problems commonly encountered by users. It should be noted that this course is not designed for the administrators of a Microsoft 365 admin center.
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.
Ghislain Parent has more than 25 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.
Frédéric Paradis
Certified Trainer and Cloud Architect
As a certified Microsoft trainer, Frédéric describes himself as a Cloud magician who easily navigates the mythical space between technology and reality.
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.
Vicky Moreau
Trainer
Vicky Moreau is a passionate freelancer and professional in the area of office automation. She holds a college diploma in office automation, most of her solid experience with the Office Suite was acquired while being an autodidact. In fact, she has successfully completed an MOS (Microsoft Office Specialist) Excel certification.