Windows 8 Upgrade Offer Registration Training For Support Agents Updated 24 July 2012

Welcome  This course will prepare you for the Windows 8 Upgrade Offer Program Registration Phase by giving you  Program knowledge  Technical support guidelines  Troubleshooting scenarios  Note: This training is the first of a 2-part training. The second half, covering order fulfillment, will be delivered at a later date.

Housekeeping and Classroom Rules  Breaks  Restrooms  Emergency & Safety  Turn off your cell phones  Log out of  Prepare to participate - Ask questions

Objectives  After completing this course, you will be able to  Explain the Windows 8 upgrade offer and eligibility  Guide customers to the Upgrade Offer site  Provide customers with accurate responses to their inquiries about registering for the Windows 8 Upgrade Offer  Provide consistent service after performing a series of exercises  Describe the functions you will perform in the Windows Management Tool (WMT)

Lesson 1: Windows 8 Upgrade Offer Review

Activity: Windows 8 Upgrade Offer Review  Use the Windows 8 Upgrade Offer website ( and VKB to answer the questions in Lesson 1, Activity 1 of the Participant Guidewww.windowsupgradeoffer.com

Lesson 2: Customer Registration Processes

Customer Registration Paths Accesses registration site Enters requested information Registration approved? Views registration confirmation screen Receives registration confirmation LATER Receives with date promo code will be sent When Windows 8 is released, receives with promo code & ordering instructions Asked to enter their Windows 7 Product Key Closes registration request Receives denial on screen & via Yes No Enters their product key? Registration approved? Yes No Yes No

Registration Status  When a customer registers, they will fall into one of three categories 1. APPROVED: immediate acceptance of registration 2. INCOMPLETE: registration request is still waiting for the Windows 7 product key 3. REJECTED: the registration is not accepted as the information did not meet program requirements Try to talk to the customer about the registration being “denied” not “rejected”

Reasons for Status = Rejected  A customer’s registration request could be rejected because:  Purchase date is outside eligibility period  Customer has been deemed a High Fraud Risk IMPORTANT: This should never be messaged to the customer.  Customer has reached registration limit of 5  Customer has entered an invalid product key  Customer has entered a blocked product key  Customer has entered a product key that is out of range  Customer has entered a product key that is already used  Will cover later in the training how to handle these

Customer Registration for Windows 8 Upgrade Offer

Customer Registration Paths Accesses registration site Enters requested information Registration approved? Views registration confirmation screen Receives registration confirmation LATER Receives with date promo code will be sent When Windows 8 is released, receives with promo code & ordering instructions Asked to enter their Windows 7 Product Key Closes registration request Receives denial on screen & via Yes No Enters their product key? Registration approved? Yes No Yes No

Registration Approved Path

1. Initial Screen  Confirm the registration country

2. Required Customer Information  Personal Information  First name  Last name  address  Confirm address  Telephone number  Purchase Information  Date of purchase  Name of retailer  PC Brand  PC Model  Security Check  Terms & Conditions agreement

3. Approved Registration Confirmation  Confirmation displayed after successfully registering

Approved Registration wording is being finalized. Sample

Incomplete Registration Path

1. Initial Screen  Confirm the registration country

2. Required Customer Information  Personal Information  First name  Last name  address  Confirm address  Telephone number  Purchase Information  Date of purchase  Name of retailer  PC Brand  PC Model  Security Check  Terms & Conditions agreement

3. Customer Validation Requested  Customer must enter the Windows 7 Product Key

Certificate of Authenticity  Product keys are found on the COA. The COA may be found:  on the back of desktop PCs  on the bottom of laptops  under the battery inside the compartment of laptops

Invalid Product Key Entered  Customer may attempt to enter a product key 3 times. After the 3 rd time, their registration request is rejected.

4. Successful Registration Confirmation  After entering the Windows 7 product key, customers may see confirmation of successfully registering

4. Unsuccessful Registration Screens  After entering the Windows 7 product key, customers may be notified their request has been unsuccessful

Registration Rejected wording is being finalized. Sample

Customer Process – Viewing Registration Confirmation

Customer Access of Account

Approved Registration Status Screen

Incomplete Registration Status Screen

Rejected Registration Status Screen

What s Customers Receive  After successful registration and validation, customers will receive three additional s  Registration confirmation (with hours)  announcing when product will be available for purchase (General Availability date announcement)  Customer receives an with promotional code and instructions for ordering the Windows 8 Upgrade at the promotional price (GA)

Lesson 3: Windows Management Tool (WMT)

Use Windows Management Tool To  Search for registrations for all regions  View customer information for PII verification purposes  View customer registration status and any messages they have received  View a log of all announcements the customer has received and resend if needed  Update customer or phone number  Add notes to a registration  View registration rejection reasons  View the log history of customer registration information

WMT Login Screen

Change Password Screen – 1 st login

Change Password Screen: Password Guidelines

Registration Search Screen  Search criteria at top of screen  Note search will be global unless a country is selected  All registration statuses will be searched unless a specific one is selected  Can sort search results by any column

Selecting a Record  Record line will change color when you hover over it  Select a registration number to open the record

Registration Details  View registration information including registration status  Navigate to edit information, resend s or view activity log  Add notes directly

Edit User Info  You can update  address  Phone number  Case ID with the CAP SR #

Edit User Info: Escalation Agents  Escalation agents and supervisors can also update the registration limits per guidelines

Registration Details: Notes

Registration Details: s  View s sent to customer including the date was sent  Resend s if requested

Registration Details: Activity Log  View history of activities made to the record  If customer takes an action on the registration site, no agent will be listed

Registration Details: Rejected Registrations  If a customer is rejected, there will be a more info link that contains the reason  Hovering over the more information link will reveal the reason

More Information Reasons More Information MessageMore Information Reason Customer is not eligible for the program.This may be visible because: The purchase date is out of the eligibility period The product key is out of the eligible range Customer has been denied registration due to High Fraud Risk. Various factors could contribute to this message. DO NOT EVER SHARE THIS MESSAGE WITH THE CUSTOMER. Customer has reached registration limit.Customer has already registered for 5 promotion codes. Customer has entered an invalid product key. An invalid product key has been entered. Customer has entered a blocked product key. A blocked product key has been entered Product key already in use.Customer has entered a product key already associated with a registration.

Message Handling  More Info Message  Customer is not eligible for the program.  Customer has been denied registration due to High Fraud Risk.  Your Action  Inform the customer: “Unfortunately our system has determined that we cannot process your registration. There are a number of factors that go into this determination. Microsoft is not at liberty to be able to discuss that information.”  If the customer becomes irate, transfer to an escalation agent

Message Handling  More Info Message: Customer has reached registration limit.  Your Action  Inform the customer that the program limit is 5 registrations  If customer is interested in purchasing more, help them navigate to  If customer insists they should be entitled to more than 5 and becomes irate:  Navigate to notes and record the answers to:  Where did you make your purchase?  What is the purpose of use of these additional copies of Win8?  Are you a reseller? If the answer is yes than an immediate denial.  Inform customer decision will be made within 3-5 business days if escalation agent isn’t available  Transfer case to escalation agent for resolution

Message Handling  More Info Message  Customer has entered an invalid product key  Your Action  If you are familiar with PIDPlus or KIT confirm that the product key is invalid  If key is valid, send to escalation agent with recommendation to set to approved.  If key is invalid, let the customer know that the key is invalid and they will need to contact their retailer.  If you are unfamiliar with PIDPlus or KIT, inform the customer that you will need to escalate the concern and that they should be contacted within 24 hours if an escalation agent isn’t available  Transfer the case to an escalation agent

Message Handling  More Info Message  Customer has entered a blocked product key  Your Action  Follow your normal product activation processes

Message Handling  More Info Message: Product key already in use.  Your Action  Inform the customer that the product key is already associated with a registration and that only one promo code is issued per Windows 7 PC  If the customer insists they should be entitled to register and becomes irate, transfer to an escalation agent

Escalation Timelines  If an escalation agent can resolve, SLA is 24 hours  If an escalation agent needs to escalate further, SLA is 3-5 business days  Please follow up with your escalation agent if you have not heard back within these timeframes

Activity: Working In WMT  Access WMT at  Log in  Username: MIC_LAS_AONE  Password: (that is a # one, not a lower-case L)  IMPORTANT: Help keep the training environment ready for others. Please do not edit records unless instructions say you can. Thanks!

Search for Information in WMT  What phone number has Amy Jones registered under?  How many registrations does David Smith have?  Why was David Smith’s last registration request rejected?  Why was WU rejected?  What is the status of WU ?  What s can be resent to Susan Thomas?

Edit User Information & Notes in WMT 1. Search for registrations under one of the following names:  Donna Brooks  Tim Bres 2. Access a registration record 3. Update one of the following  An address  A phone number 4. Make a note in the Agent Notes

Lesson 4:Call Handling

Activity: Role Plays  Work in teams of 2 where one person is the agent; the other person is the customer  Use your resources to resolve the situations presented  Pay attention to:  Efficiently identifying the customer’s issue  Maintaining good customer service communication skills  Asking probing questions  Using your resources to rapidly find the answers needed  Your facilitator will lead a discussion after you have completed the role plays

What You Have Learned  After completing this course, you can now  Explain the Windows 8 upgrade offer and eligibility  Guide customers to the Upgrade Offer site  Provide customers with accurate responses to their inquiries about registering for the Windows 8 Upgrade Offer  Provide consistent service after performing a series of exercises  Describe the functions you will perform in the Windows Management Tool (WMT)

Thank You!