Understand the most common problems in Teams and Microsoft 365 applications

Learn how to troubleshoot common issues in Teams and Microsoft 365 Apps.
Microsoft Partner
Private session

This training is available in a private or personalized format. It can be provided in one of our training centres or at your offices. Call one of our consultants of submit a request online.

Call now at 1 877 624.2344

  • Duration: 0.5 days
  • Regular price: On request

Course outline

Duration : 3.5h

© AFI par Edgenda inc.

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.


User support team


Working to support end-users with the various Microsoft 365 tools


Discover tools in the Microsoft 365 ecosystem as well as what’s new in Microsoft technology

Teaching method

Presentations – Demos – Guided and individual exercises


  • 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

Surround yourself with the best

Ghislain Parent
Ghislain Parent
Trainer and Professional Efficiency Consultant
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
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
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
Vicky Moreau
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.