The course IT Support: Documentation is an online class provided by Microsoft through edX. The skill level of the course is Introductory. It may be possible to receive a verified certification or use the course to prepare for a degree.
If you are interested in pursuing a career in IT Support, this course examines best practices you should employ when documenting support cases.
Course description This course is part of the Microsoft Professional Program Certificate in IT Support.This course dives deep into the case management process and how to identify key issues that need to be documented throughout the evolution of a case. You will examine the reasons why documentation is so critical in the field of IT Support, and why it is so crucial for capturing all viewpoints within case documentation, from the support agent, to the customer, and to any other internal resource who may get involved. The course begins with an analysis of how to document different types of support cases, from advisory cases to reactive cases to escalated cases. The course then introduces you to various types of tools used to document cases. And finally, the course concludes with an examination of the different types of questions that a support agent needs to ask and document based on specific workflow situations. At the completion of the course, the student will have a greater appreciation for the importance of maintaining complete, detailed, and accurate documentation and when and how to apply that knowledge.This is the last in a series of four courses that are targeted to individuals who are considering a move into IT Support. This course is a follow up on the IT Support Troubleshooting course.
To obtain a verified certificate from edX / Microsoft you have to finish this course or the latest version of it, if there is a new edition. The class may be free of charge, but there could be some cost to receive a verified certificate (99.00 USD) or to access the learning materials. The specifics of the course may have been changed, please consult the provider to get the latest quotes and news.
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