Support Pro: Helping Users Move to Google Workspace

What's inside

1. Level 1: The Service on One PageFree
   Learners see side by side what a user meets in Microsoft 365 and in Google Workspace (Outlook and Gmail, OneDrive and SharePoint against My Drive and shared drives, Teams against Chat and Meet), what sits behind each, and that this course is independent of both Microsoft and Google and reproduces none of their documentation.
2. Level 2: Who Can Do What: The Smallest Role for Each JobFree
   Learners match each support job (password resets, user changes, group membership, mailbox delegation, file ownership transfer) to the smallest prebuilt Google admin role that covers it, limited to an organisational unit, and to the read-only Microsoft roles still needed while both systems run side by side.
3. Level 3: Reading Tenant-wide Policy to Explain Its Effect
   Learners trace how a setting reaches a user through organisational units, groups and inheritance in the Google Admin console, so they can explain why a user can or cannot do something without changing the policy.
4. Level 4: What Moves and What Does Not, as Users See It
   Learners build the user-facing list of what the project's migration brings across (mail, calendar, contacts, OneDrive and SharePoint files) and what it typically leaves behind (client-side rules, signatures, Teams chats, OneNote, Forms, Power Automate flows), checked against the project's actual migration scope.
5. Level 5: Coexistence Week: Mail Routing and Free/Busy
   Learners understand the period when some users have moved and some have not: how mail routing and the MX change affect delivery, how Calendar Interop free/busy behaves between the two systems, and what tickets that period produces.
6. Level 6: The Support Desk's Pre-Cutover Checklist
   Learners put together the desk's checklist for the week before cutover: test accounts that have been through a migration, ticket categories, a known-issues page, the escalation route, and dated checks of admin screens and limits against current vendor documentation.
7. Level 7: Folders to Labels: Finding Migrated Mail
   Learners show users how Outlook folders arrive as nested Gmail labels, how Inbox, Sent, Deleted and Archive map across, and how search operators take the place of folder browsing.
8. Level 8: Rebuilding Outlook Rules as Gmail Filters
   Learners turn a user's Outlook rules into Gmail filters, from a test search to the filter action, and spot the rules that have no direct Gmail equivalent.
9. Level 9: Signatures, Aliases and Send Mail As
   Learners set up a user's Gmail signature and default reply behaviour, add a 'Send mail as' address for an alias or group, and recognise when signatures are managed centrally rather than by the user.
10. Level 10: Shared Mailboxes: Delegation and Collaborative Inboxes
    Learners rebuild an Outlook shared mailbox habit in Google, either as mail delegation on an account or as a Google Group used as a collaborative inbox, and explain the trade-offs of each to the team.
11. Level 11: Fault: Mail Missing After Migration
    Learners work a 'my emails are gone' ticket from symptom to fix: likely causes in order (migration still running, a hidden label, mail sitting in All Mail or Archive, items skipped for size or type), the read-only checks, the fix, how to confirm it and what to tell the user.
12. Level 12: Fault: Replies Bounce to Old Exchange Addresses
    Learners diagnose bounces after cutover caused by cached Outlook autocomplete entries and legacy Exchange (X500 or IMCEAEX) addresses on migrated mail, and fix them for the user while knowing when the cause is routing that belongs to the project.
13. Level 13: Fault: Recurring Meetings and Migrated Invites
    Learners handle the calendar tickets of week one: migrated recurring meetings that cannot be edited, duplicates, missing attendees, old Teams links in invites, and organisers who no longer own their series.
14. Level 14: Rooms, Resources and Calendar Delegation
    Learners show users how to book rooms and equipment as Google Calendar resources and set up calendar sharing and delegation in place of Outlook delegate access.
15. Level 15: Contacts, Autocomplete and the Directory
    Learners explain why Outlook autocomplete suggestions and some contact groups do not carry across, help users find colleagues in the Google directory, and rebuild contact groups as labels.
16. Level 16: Where OneDrive and SharePoint Content Lands
    Learners map where migrated content ends up (OneDrive into My Drive, SharePoint libraries into shared drives or folders), who owns it, and how users find it again with Drive search and shortcuts.
17. Level 17: Fault: Broken OneDrive and SharePoint Links
    Learners work tickets about old SharePoint and OneDrive links in documents, emails, bookmarks and spreadsheets that no longer open: likely causes, how to find the new location, the fix, how to confirm it and what to tell the user.
18. Level 18: Fault: Lost or Changed Permissions and Ownership
    Learners diagnose 'I can't open this' and 'I'm not the owner any more' tickets after the move, caused by SharePoint groups that were not mapped, external shares that did not carry across, inherited access changing, or ownership landing with a migration account.
19. Level 19: Shared Drive Membership and Sharing for a Team
    Learners set up access for a team on a shared drive using the smallest membership level that fits (Viewer, Commenter, Contributor, Content manager, Manager), and add members through groups rather than one by one.
20. Level 20: Keeping Office Formats or Converting
    Learners explain the choice between editing Word, Excel and PowerPoint files in their Office format in Docs, Sheets and Slides and converting them to Google formats, including the upload conversion setting, what is lost in each direction and when to keep the Office format.
21. Level 21: Fault: Excel Macros and VBA That Stop Working in Sheets
    Learners work through the fault where a macro-enabled workbook stops working after the move: the symptom, the likely causes in order, a read-only check of the file type and how it opens, the fix, how to confirm it and what to tell the user.
22. Level 22: VBA to Apps Script: What Support Can and Cannot Offer
    Learners map common macro jobs to their Google options (recorded Sheets macros, Apps Script, the Macro Converter add-on) and learn where support stops and redevelopment work goes to the project or the owner of the workbook.
23. Level 23: Fault: Formulas, Links and Data Features That Change in Sheets
    Learners diagnose workbooks that open in Sheets but give wrong results or lose features: external workbook links, Power Query and data connections, unsupported functions, pivot and chart differences, and protected ranges.
24. Level 24: Fault: Duplicate Copies and Lost Edits Between Office and Google Formats
    Learners resolve the common muddle where users end up with an Office file and a converted Google copy side by side, edits in the wrong one, or co-editing clashes on Office files stored in Drive.
25. Level 25: Setting Up Gmail, Calendar and Drive on Phones
    Learners set up the Google apps on iOS and Android for a user, including the device-management prompts the tenant's mobile policy may trigger, and read that policy to explain what the user will see.
26. Level 26: Fault: Old Exchange Accounts and Microsoft Apps Still on Phones
    Learners clear out phones still syncing the old Exchange mailbox, showing duplicate calendars, or held by leftover Microsoft management (Outlook mobile, Company Portal, app protection policies).
27. Level 27: Replacing the OneDrive Sync Client With Drive for Desktop
    Learners install and set up Google Drive for desktop on Windows and macOS, choose between streaming and mirroring, and unlink OneDrive safely, including folders that OneDrive's Known Folder Move had redirected.
28. Level 28: Outlook Desktop After the Move: Remove, Retire or Keep
    Learners deal with the Outlook desktop client after cutover: removing old Exchange profiles, setting the default mail handler, and, where the tenant allows it, setting up Google Workspace Sync for Microsoft Outlook for users who stay on Outlook.
29. Level 29: Clearing Cached Microsoft Sign-ins From Browsers and the OS
    Learners find and clear the Microsoft sign-ins that browsers, Windows and macOS keep hold of after the move, starting with read-only checks such as dsregcmd /status and the browser's profile and account lists.
30. Level 30: Fault: Google Sign-in Loops, 2-Step Verification and Sync Errors
    Learners troubleshoot users who cannot get into Google or whose sync stalls: redirect loops through a single sign-on provider, 2-Step Verification enrolment, blocked browsers, and Drive for desktop sync errors.
31. Level 31: The Week-One Ticket Map: What Comes In and How Often
    Learners build a ranked map of the tickets that usually arrive in cutover week and tag each one by category, fix owner and fix time, so the desk can triage at speed.
32. Level 32: Writing What to Tell Users: Ready-to-Use Wording
    Learners write short, honest messages for users covering what changed, what did not move, what to do now and when to expect a fix, in plain language that is fair to both vendors.
33. Level 33: Quick Guides: Mapping Each Microsoft Habit to Its Google Fix
    Learners build one-page quick guides that turn the course's habit-to-fix mappings into material users can scan, covering mail, calendar, files, Office formats and phones.
34. Level 34: Floor-walking During Cutover Week
    Learners plan and run floor-walking: where to stand, who to visit first, how to log quick fixes that never become tickets, and how to feed patterns back to the desk.
35. Level 35: Running the Triage Desk and Daily Handoff to the Project
    Learners run the cutover-week triage desk: intake, priorities, merging duplicate tickets, executive handling, and the daily report of patterns and blockers to the project team.
36. Level 36: Fault: Account Access Tickets (Passwords, Licences, Suspensions)
    Learners resolve the access tickets that cluster in week one: forgotten passwords, missing licences, suspended or locked accounts and lost 2-Step Verification devices, using the smallest admin role that can do each job.
37. Level 37: Google Admin Console Tools and Audit Logs for Support
    Learners use the read-only Google tools support may be given (user details, Email Log Search, and Reporting > Audit and investigation for Gmail, Drive and Login events) to show what happened to a message, file or sign-in.
38. Level 38: Microsoft-Side Checks During Coexistence
    Learners use the Microsoft 365 tools that may stay in place during coexistence (message trace in the Exchange admin center, Entra sign-in logs and mail forwarding settings) to explain faults that span both tenants.
39. Level 39: Where Support Stops: Escalation and the Evidence Packet
    Learners decide what goes to the project team, third line or the vendor, and assemble an evidence packet that lets the receiver act without coming back with questions.
40. Level 40: Final Challenge: The Cutover Ticket Queue Exam
    A review of the whole course in which learners triage a realistic queue of cutover-week tickets across mail, calendar, files, Office formats, phones, sign-ins and access, and resolve or escalate each one with a written note.

Access

The first 2 levels are free with a free account. Every level, the podcast edition and the AI tutor come with All Access at £4.99/month or any Creator plan — see pricing.

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