1. Customer Service and Support Sutherland Global Services Consultant Learning Services Microsoft Store

2. Customer Service and Support Sutherland Global Services Course Content : Lesson 1. Facts About Downloading Lesson 2. Microsoft Download Processes Lesson 3. Common Download Problems

3. Customer Service and Support Sutherland Global Services Lesson 1: Download Manager, Browser, WLID, and More and More

4. Customer Service and Support Sutherland Global Services 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

5. Customer Service and Support Sutherland Global Services 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

6. Customer Service and Support Sutherland Global Services Comes from the browser Short for Web Browser Downloading file using the web browser Browser Download

7. Customer Service and Support Sutherland Global Services Examples of Browser Netscape AOL Mozilla Firefox Google Chrome Safari Internet Explorer

8. Customer Service and Support Sutherland Global Services 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.

9. Customer Service and Support Sutherland Global Services 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.

10. Customer Service and Support Sutherland Global Services 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.

11. Customer Service and Support Sutherland Global Services 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

12. Customer Service and Support Sutherland Global Services 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 Account 2.Personal Email Address

13. Customer Service and Support Sutherland Global Services 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

14. Customer Service and Support Sutherland Global Services Log on to signup.live.com Click Here Choose Hotmail or Live Enter the required information Click on I Accept

15. Customer Service and Support Sutherland Global Services 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.com Http://passport.net Using your Personal Email Address: Windows Live ID

16. Customer Service and Support Sutherland Global Services Log on to signup.live.co m 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.

17. Customer Service and Support Sutherland Global Services 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

18. Customer Service and Support Sutherland Global Services If you get this message, that means the email address is already registered.

19. Customer Service and Support Sutherland Global Services 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:

20. Customer Service and Support Sutherland Global Services 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.

21. Customer Service and Support Sutherland Global Services 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”

22. Customer Service and Support Sutherland Global Services Enter the email address and the characters, then click on Next Click on “Email me a reset link” Click on “Next”

23. Customer Service and Support Sutherland Global Services The customer will receive an email that looks like this. Customer just needs to follow the link and enter a new password

24. 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. Customer Service and Support Sutherland Global Services

25. Download Customer Service and Support Sutherland Global Services

26. Download + Backup Media Customer Service and Support Sutherland Global Services

27. Full Product Purchase Customer Service and Support Sutherland Global Services

28. Customer Service and Support Sutherland Global Services Lesson 2: Microsoft Store site (http://store.microsoft.com) http://store.microsoft.com & Microsoft Office site (http://office.microsoft.com) & Microsoft Office site (http://office.microsoft.com)http://office.microsoft.com

29. Customer Service and Support Sutherland Global Services 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.

30. Customer Service and Support Sutherland Global Services 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

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32. Customer Service and Support Sutherland Global Services 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.

33. Customer Service and Support Sutherland Global Services Lesson 3: Issues and downloading and how to deal with them

34. Customer Service and Support Sutherland Global Services Common Download Problems A customer will sometimes experience problems while downloading the software he purchased due to the following reasons…

35. Customer Service and Support Sutherland Global Services 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

36. Customer Service and Support Sutherland Global Services 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

37. Customer Service and Support Sutherland Global Services 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.

38. Customer Service and Support Sutherland Global Services Download Manager Error Messages

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40. Customer Service and Support Sutherland Global Services 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.

41. Customer Service and Support Sutherland Global Services Enumerated the process of downloading from the Microsoft Store and Microsoft Office website. Enumerated the common error messages encountered when downloading.

42. Questions? Customer Service and Support Sutherland Global Services

43. Thank You. Customer Service and Support Sutherland Global Services