Support Pro: Helping Users Move to Microsoft 365

What's inside

1. Level 1: The Move on One PageFree
   Learners get a one-page picture of a Google Workspace to Microsoft 365 move: what users see during cutover week, the services and migration tools behind it, where support sits next to the project team, and the course's independence from Microsoft and Google.
2. Level 2: Who Can Do What: The Smallest Role for Each JobFree
   Learners match each cutover support job to the least-privileged Microsoft Entra, Exchange, SharePoint or Google admin role that can do it, and record when they checked the role.
3. Level 3: What Moves and What Does Not: Mail and Calendar
   Learners learn what users will and will not find in Outlook after a Gmail and Google Calendar migration, from labels turned into folders to settings, filters and signatures that do not move.
4. Level 4: What Moves and What Does Not: Drive and Docs
   Learners learn how My Drive, shared drives, Google Docs, Sheets and Slides, and their sharing arrive in OneDrive and SharePoint, and what is left behind.
5. Level 5: Coexistence and the Cutover Timeline
   Learners follow the cutover week from the user's side, through pre-staged data, the mail routing switch, final sync passes and the coexistence window, and learn which tickets each stage tends to produce.
6. Level 6: The Google Habit to Microsoft Fix Map
   Learners build a fair, two-way map of everyday Google habits and the Microsoft 365 way to do the same job, including where neither side has an exact match.
7. Level 7: The Support Readiness Checklist
   Learners put together the pre-cutover readiness checklist support needs: test accounts, licence and role checks, ticket categories, the known-issues log and an agreed escalation route to the project.
8. Level 8: What to Tell Users: Cutover Messages
   Learners write plain-language messages for before, during and after cutover, covering what changes, what users must do, what they must not do and where to get help.
9. Level 9: Quick Guides and the Floor-Walking Plan
   Learners plan one-page quick guides and a floor-walking rota that put support where users get stuck in the first days.
10. Level 10: First Sign-In and MFA Registration
    Learners walk a user through the first Microsoft 365 sign-in, MFA registration with Microsoft Authenticator or another allowed method, and the self-service password reset setup.
11. Level 11: Outlook Profiles on the Desktop
    Learners set up the new Outlook or classic Outlook for a migrated user, take out old Google Workspace Sync or IMAP profiles, and check that Autodiscover finds the Exchange Online mailbox.
12. Level 12: Shared and Delegated Mailboxes
    Learners replace Gmail delegation and Google Groups collaborative inboxes with Exchange shared mailboxes and mailbox permissions, and make them appear for users.
13. Level 13: Calendars, Delegates and Rooms
    Learners set up calendar sharing, delegate access and room or equipment mailboxes in place of Google Calendar sharing and resources.
14. Level 14: OneDrive Sync and Known Folder Move
    Learners replace Google Drive for desktop with the OneDrive sync app, set up Known Folder Move and Files On-Demand, and read the sync status.
15. Level 15: SharePoint and Teams Team Files
    Learners connect users to the SharePoint sites and Teams channels that replace their shared drives, and show them how to sync or add shortcuts to team libraries.
16. Level 16: Re-sharing in Place of Drive Links
    Learners help users re-share migrated files with OneDrive and SharePoint sharing links instead of old Drive links, within tenant sharing policy.
17. Level 17: Excel in Place of Sheets
    Learners set up users to work in converted spreadsheets with Excel for the web and desktop: AutoSave, co-authoring, version history and the replacements for Sheets habits.
18. Level 18: Phone Setup with Outlook and Office Apps
    Learners set up a user's phone with Outlook, OneDrive, Teams and Authenticator, apply any app protection or enrolment the firm uses, and retire the Google account apps for work data.
19. Level 19: Clearing Cached Google Sign-Ins
    Learners remove leftover Google sessions, browser profiles, saved credentials and default app handlers that keep sending users back to Google after cutover.
20. Level 20: Fault: Missing Mail and Folders
    Learners work the most common week-one ticket, 'my emails or folders are missing', from symptom through likely causes, read-only checks, fix, confirmation and what to tell the user.
21. Level 21: New Mail Still Landing in Gmail
    Learners work the ticket where new mail goes to the old Gmail mailbox, or never arrives in Outlook, while both systems run side by side during cutover.
22. Level 22: Calendar Gaps: Missing and Duplicate Meetings
    Learners diagnose migrated calendars with missing, duplicated or orphaned meetings, including recurring series and events that still carry Google Meet links.
23. Level 23: Free/Busy and Room Booking Failures
    Learners fix tickets where colleagues show no availability or rooms reject bookings because some people are still on Google Calendar and some are on Exchange.
24. Level 24: Broken Drive Links in Mail and Documents
    Learners deal with old drive.google.com links in emails, documents and bookmarks that no longer open the moved file, and with the user who asks where the file has gone.
25. Level 25: Access Denied on Moved Files
    Learners work through permission denials on OneDrive and SharePoint files that the user could open in Drive before the move.
26. Level 26: External Sharing and Guests Who Cannot Open
    Learners resolve tickets where outside partners who used Drive links cannot open files that have been shared again from SharePoint or OneDrive.
27. Level 27: Sheets Formulas That Break in Excel
    Learners find and fix Google Sheets functions that error or give different results after conversion to Excel, such as QUERY, IMPORTRANGE, ARRAYFORMULA and GOOGLEFINANCE.
28. Level 28: Lost Scripts, Macros and Formatting
    Learners handle tickets about Apps Script automations, add-ons, forms and Docs or Slides layouts that did not survive the move to Office files.
29. Level 29: OneDrive Sync Conflicts and Duplicates
    Learners resolve sync errors, conflicting copies and files duplicated with the computer name added, which appear when Drive for desktop and OneDrive both run on one PC.
30. Level 30: Phone Mail and App Failures
    Learners fix phones that stop getting mail or block the Office apps after cutover, whether they use the built-in mail app, Gmail app or Outlook mobile.
31. Level 31: Sign-In Loops and Repeated MFA Prompts
    Learners break the loops where Office apps, Teams or the browser keep asking for sign-in or MFA after the user moves to Microsoft Entra ID.
32. Level 32: Wrong Account: Google and Personal Sign-Ins
    Learners fix tickets where the browser, Office or Teams uses a cached Google account, a personal Microsoft account or the wrong browser profile.
33. Level 33: Where Did Our Shared Drive Go?
    Learners answer the team that cannot find its Google shared drive, by explaining where it now lives in SharePoint or Teams and fixing access and shortcuts.
34. Level 34: Admin Centres for Support Diagnosis
    Learners build a read-only routine across the Microsoft 365, Exchange, Teams, SharePoint and Entra admin centres to check users, licences and service health before touching any setting.
35. Level 35: Message Trace and Mail Flow Evidence
    Learners use message trace in the Exchange admin center to prove where a message went, and read message headers to follow mail between Google and Microsoft.
36. Level 36: Sign-In and Audit Logs
    Learners use Entra sign-in logs and the Microsoft Purview audit search to answer who signed in, what blocked them, and who changed or shared a file.
37. Level 37: Google Admin Console During Coexistence
    Learners use the Google Admin console's read-only tools while both platforms run, to find mail, Drive items and accounts that have not yet moved.
38. Level 38: Reading Tenant-Wide Policy
    Learners read Conditional Access, sharing, retention and mobile policies to explain to a user why something is blocked, without designing or changing the policy.
39. Level 39: Where the Job Stops: The Evidence Packet
    Learners decide what support resolves, what goes to the migration project, to third line or to the vendor, and build an evidence packet that gets the ticket acted on.
40. Level 40: Final Challenge: The Cutover Queue Exam
    Learners work a queue of realistic cutover-week tickets covering the whole course, triaging each one, resolving or escalating it, and writing a note for each.

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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