dinsdag 13 december 2011

Office 365 Troubleshooting Tool , a deeper look at the DIY troubleshooter

The Troubleshooting tool has been here for a while ( since novembre ) and actually does not need extra explanation, but I will show some of the tool's features.
At the moment, the tool is available in nine different languages.
English, Chinese (Traditional), French, German, Italian, Japanese, Korean, Russian and Spanish.
These languages will probably be updated according to customer wishes.

The Troubleshooter pinpoints key technical support issues and provides immediate solutions without the need to post questions to the community or submit a support request ticket. The tool’s interface conveniently displays hundreds of possible help and support assets (i.e. Help topics, KB articles, videos, wikis, blog posts) from within the Office 365 suite.  As you move through a list of troubleshooting options, the tool dynamically displays funneled-down content to lead you towards the answers you need.

The troubleshooting tool is a web based tool that asks you 5 questions to find possible solutions to problems you are experiencing.
  • It first lets you choose if you are an administrator or a user for small business or enterprise.
  • Second, it will let you choose the Service you are experiencing the problem with.
  • Third, it lets you choose the Area of Service you are experiencing the problem with.
  • Fourth, it lets you choose the actual problem you are experiencing ( not all problems are in the list ).
  • And finally, is shows possible solutions ( links to KB articles ) to the problem you are experiencing.
I browsed through a couple of problems from the user and administrator perspective and it actually works pretty good!

It is pretty easy to find a solution to your problem ( if te problem is in the tool off course ) and the user solutions are written in a non-tech format which is understandable to users.

Next, I will go through the tool from the user's perspective, just to show you how it works.
Lets say for example that I am a user and my phone got stolen.
Now I wan't to know what I have to do to erase my phone because I don't want my information to get into the wrong hands.


Lets open the troubleshooter and find out what to do.
At step one I choose the User setting under Office 365 for professionals. The troubleshooter automatically goes to the next step.




The next step is to select the service. The users phone falls under the Exchange Online service.


 It is a mobile phone, so the obvious choice would be Mobile Devices.


My problem is that my phone got stolen and I want to erase my phone.
That problem is actually in the list so how easy is that!


Cool! A link to a possible solution, let's try that!


Here it is! Step by step, how to erase my phone from Outlook Web App.


As mentioned earlier, it works pretty well! Problems and solutions are updated periodically.
For all the little things it will save you a lot of time on creating service requests.

The DIY Troubleshooting tool can be found here : 
http://community.office365.com/en-us/p/troubleshooting.aspx 

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