customer service and support sutherland global services consultant learning services microsoft store

Customer Service and Support Sutherland Global Services

Consultant Learning ServicesMicrosoft Store

Download Process


Course Content:

Lesson 1. Facts About Downloading

Lesson 2. Microsoft Download Processes

Lesson 3. Common Download Problems


Lesson 1: Download Manager, Browser, WLID, and More

Facts About Downloading


This course will help you:

• Define and differentiate Download manager and browser download

• Define “bit” and determine which bit version to download.

• Identify if customer’s email address is a registered Windows Live ID or not.

• Differentiate between Back Up Media (BUM) & Full Product Purchase


• The Download Manager is a small application that makes it easy to download and install software purchased from Microsoft Online.

Download Manager

Pausing the downloading of large files.

Resuming broken or paused downloads (especially for large files)

Downloading files on poor connections


• Comes from the browser

• Short for Web Browser

• Downloading file using the web browser

Browser Download


Examples of Browser

Netscape

AOL Mozilla Firefox

Google ChromeSafari

Internet Explorer


What is bit?

• Bit – short for binary digit

• The higher the bit, the faster the data registration or transfer.

• A 64 bit computer is faster than a 32 bit computer.


What bit Version to Download?

• For OS, select the bit version that matches your computer. Check the bit version of the computer OS from computer properties.• For Office, check the version of the

existing installed Office if there is any. Use that same version.

• Determine the customer’s need and use of the product.


What is an ISO file?

• Often called an ISO image, is in fact an “image” of an entire CD or DVD. The entire content of a disc can be perfectly represented in a single ISO file.

• Software distributed on bootable discs and on download links are setup on ISO image format.


What is an EXE file?

• An exe file (pronounced as e-x-e) is a computer file otherwise known as an executable file.

• When one clicks on an exe file, a built-in routine automatically executes code that can set several functions into motion. Exe files are used to install and run programs and routines


Windows Live ID

Is a single sign-on web service developed and provided by Microsoft that allows users to log in to Microsoft owned websites. The service is commonly referred to as "MSN", because many services incorporating the Microsoft account were previously branded with the MSN brand.A customer may use the following to place orders on The Microsoft Store or the Microsoft Office Website.

1. WLID Account2. Personal Email Address


Users can sign up for a new Windows Live e-mail address with a Windows Live designated domain (i.e. @hotmail.com and @live.com, or any variant for a specific country) that can be used as a Microsoft account to sign in to other Microsoft account-enabled websites.

Creating a new Windows Live ID:

Windows Live ID


Log on to signup.live.com

Click HereChoose Hotmail or Live

Enter the required information

Click on I Accept


Users are able to use their own personal e-mail addresses to sign up for a WLID account. The service turns the requesting user's e-mail address into Windows Live ID. User may also choose a password of his own choice.

Customers may use the following sites:

Http://Signup.live.comHttp://passport.net

Using your Personal Email Address:

Windows Live ID


Log on to signup.live.com

Enter the email address

Fill in the required fields

Signup.live.com

Click on “I Accept”

If you get this message, that means the email address is already registered.


Passport.net

Log on to passport.net

Click Here

Enter the email address and all the needed information Click on Continue

Retype the email address and click on I Accept


If you get this message, that means the email address is already registered.


Windows Live ID

Customers may go ahead and place orders on the Microsoft Store website using their own personal email address that are not WLID accounts yet. Once the customer receives an email confirmation about the order, they will get a temporary password to sign in on the website to check their order. Once they change their password, their email addresses is now registered as a WLID account and there would be no need to convert them to WLID accounts via signup.live.com or passport.com.

Note:


Forgot Your Password?

Windows Live ID

Customers usually access the MS store website to check their product keys because they lost the original confirmation email that had the PK. Although sometimes customers also forget their WLID passwords.


Log in to Bing.com

Click on Sign in

Select Windows Live

Click on “Can’t access your account?”

Click on “I forgot my password”

Click on “Reset your password”


Enter the email address and the characters, then click on Next Click on “Email me a reset link”

Click on “Next”


The customer will receive an email that looks like this. Customer just needs to follow the link and enter a new password

BUM vs. FPP

Full Product Purchase• Has a box (like the ones you buy from a store)• Part # could generate a new PK from MSCC• Has a PK inside. (comes with package)• Customer gets the disc for free but gets no download link, and has to wait for the PK to arrive along with the package.• Once customer looses the box or the disc, they would have to purchase again.

Back Up Media (BUM)• Has no box (comes in an envelope)• The part # in the middle can't generate a PK with MSCC• A separate charge applies for the disc but customer gets a download link with PK via email.• We keep file of their license.


Download


Download + Backup Media


Full Product Purchase



Microsoft Download Process

Lesson 2: Microsoft Store site (http://store.microsoft.com) & Microsoft Office site (http://office.microsoft.com)

http://store.microsoft.com/

http://office.microsoft.com/


This course will help you:

• Enumerate the process of downloading from the Microsoft Store website.

• Enumerate the process of downloading from the Microsoft Office website.


Sign in to your account to open the Profile page

Select Download manager and click on Submit

Go to Downloads + Product keys

Select the bit version and click on Download

Microsoft Store


Microsoft Office

Log on to the Microsoft Office site and click on My Account

Customer needs to sign in with WLID

Click on Download

Select the version in Advanced Option

Click on Run

After selecting 32/64 bit, download will start.


Lesson 3: Issues and downloading and how to deal with them

Common Download Problems


Common Download Problems

• A customer will sometimes experience problems while downloading the software he purchased due to the following reasons…


Issue Type 1: The installation of the Download Manager did not Start. Make sure customer is using IE6 or higher

Check if the customer has Windows w/ SP3, Windows Vista w/ SP1, Windows 7, Windows Server 2003-2008

Customer must have Admin rights

Check for the internet connection


Issue Type 2: The software failed to download using the Download Manager

Select Browser Download and start the download

If it fails to download using the browser, follow the basic troubleshooting below: Optimize browser Check connectivity Turn off the firewall


Issue Type 3: Customer encountered and error while a software is downloading.

There was an insufficient disk space in the file location to continue with the download. If this error occurs, be sure to make the necessary space available and then click on Start/Resume to complete the download .

Connectivity to the client machine was lost. If this occurs, the download will automatically resume once connectivity is restored on the computer and the Download Manager application is running.


Download Manager Error Messages


Wrap Up

• Defined and differentiated Download manager and browser download

• Defined “bit” and determined which bit version to download.

• How to sign up for a WLID and reset password.


• Enumerated the process of downloading from the Microsoft Store and Microsoft Office website.

• Enumerated the common error messages encountered when downloading.

Questions?


Thank You.


customer service and support sutherland global services consultant learning services microsoft store

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