1. Cloud Services SUM Training Scenarios Click the play button to begin

2. In this section, there are two scenarios which addresses the following topics. Preparing for SUM Communicating service changes You can proceed through these scenarios by clicking the Get Started button in the lower right corner of this page. For each scenario, you will be provided with a short introduction and then asked a question. The flow of the scenario will vary based on your answers Good luck! Get Started

3. In this section, there are two scenarios which addresses the following topics. Preparing for SUM Communicating service changes You can proceed through these scenarios by clicking the Get Started button in the lower right corner of this page. For each scenario, you will be provided with a short introduction and then asked a question. The flow of the scenario will vary based on your answers Good luck! Get Started

4. Revisit key activities for successful Service Update Management. To know how to prepare and manage likely scenarios with your customers. Next Page

5. Your customer has just purchased online services (O365, CRMOL or Azure) and you will soon use your online service delivery management training to begin to support your customer. What are the actions you will perform? As the TAM/ADM, what do you do? (Click one of the following options) You will do nothing at the moment and wait until the customer contacts you with a question. You will skip the Service Introduction since you did a similar meeting recently and just do monthly service reviews. Scenario 1- 1 You will prepare yourself by joining DLs and yammer groups where service update information is provided.

6. Sorry, this is incorrect. Try again Scenario 1- 2 wrong On a monthly basis, you will review roadmap info, provide the customer with a SUM newsletter and discuss upcoming changes in the monthly service review to help your customer plan for changes. These actions will help you drive consumption also by ensuring your customer is ready for new features and changes.

7. Sorry, this is incorrect. Try again Scenario 1- 3 wrong On a monthly basis, you will review roadmap info, provide the customer with a SUM newsletter and discuss upcoming changes in the monthly service review to help your customer plan for changes. These actions will help you drive consumption also by ensuring your customer is ready for new features and changes.

8. Correct! Next scenario Scenario 1- 4 correct On a monthly basis, you will review roadmap info, provide the customer with a SUM newsletter and discuss upcoming changes in the monthly service review to help your customer plan for changes. These actions will help you drive consumption also by ensuring your customer is ready for new features and changes.

9. Your customer calls and is very upset over a lack of communication regarding upcoming changes. Hi, I’m very confused about the changes you just announced. Customer Hi, I’m sorry to hear that. Could you please be more specific? TAM The information you provided just doesn’t make sense to me. This might cause a serious disruption in our productivity. Customer As the TAM, what do you do? (Click one of the following options) Open a GetHelp ticket requesting additional information about the change. Enter the customer’s feedback on a CPE Pulse report. Scenario 2- 1

10. Correct! Next page Scenario 2- 2 correct

11. Summary Key Points Utilize GetHelp to escalate communication break downs Schedule the Service Introduction meeting with your customers The TAM is responsible to Get Prepared for Service Update Management Take Action Join the appropriate DLs and Yammer groups The Service Introduction Meeting is critical to set proper expectations Submit a CPE Pulse report if you think an issue might impact CPE