Microsoft troubleshooting tool helps users find answers.
Many SMBs don’t have in-house IT support staff and as such don’t necessarily have the skills internally to perform support for themselves. While these organisations may be self-sufficient when it comes to troubleshooting PCs or Microsoft Office, the cloud-based Microsoft Office 365 can sometimes be too daunting or complex to understand entirely.
Alternatively, SMBs may have engaged with a Microsoft partner to implement Office 365 for their organisation and as such don’t really know much about it and pay the partner to provide support each time it’s required.
In analysing the support calls, emails and community forum posts relating to Office 365, Microsoft has released a fantastically simple web-based tool which allows end users and administrators alike to find the answers they need.
The troubleshooting tool can be found on the Office 365 Community website or by visiting this link.
It follows a process of four questions to determine:
1. What plan you are on and what role you have (eg. administrator or end user)
2. Which service you need assistance with (eg. Exchange, SharePoint, Lync, Office 365 general)
3. The service area you are working with (eg. mobile devices, Web Apps, email, etc.)
4. A choice of potential issues based on the above selections
At the end the user is presented with a list of possible solutions and links to articles or help documents with instructions.
Ultimately the benefits for the customer are the ability to fix problems for themselves, keep support costs down, and get back to business as usual.
Loryan Strant is a Microsoft Office 365 MVP (Most Valuable Professional). Follow him on Twitter @TheCloudMouth.