Misroutes – Other Microsoft products

Sometimes customers will ask questions relating to other Microsoft products. Refer customers to the appropriate team by choosing the right Microsoft property by following this link Then tag the questions and close the ticket as Rejected.

Misroutes - Managing subscriptions

When a customer has a question relating to subscription issues, refer the customer to Accounts & Billing support, tag, and close the ticket as Rejected. Refer to https://account.microsoft.com/ to view and manage subscription information.

Misroutes – Non-Microsoft companies

When customers refer to a non-Microsoft product, e.g. Facebook, Gmail, etc. refer the customer to the third party for support, tag, and close the ticket as Rejected.

Misroutes – Windows questions

When a customer has a question relating to Windows, refer the customer to Windows technical support, tag, and close the ticket as Rejected. Refer to support.microsoft.com for content and help with Windows. The Contact Us links on support.microsoft.com articles should provide access to Office technical support.

Outlook client issues

When a customer has a question about connecting Outlook.com to the Outlook client for PC or MAC, or have questions about the Outlook client itself, refer the customer to Office Outlook support. Refer to https://support.office.com/outlook for content and help with Outlook client.

Forwarding email rules

Customers can choose to automatically forward or redirect their email messages by setting up Inbox rules in Outlook.com. This is useful if they want to read and respond to messages from another email account or when they want someone else to receive and respond to their emails in their absence.

Extra information in our Knowledge Library

You will also be able to help customers on misroutes for office core apps. More information can be found in the in-app Knowledge Library.

What now?

You've completed Module 5 - now start reading Module 6. You can attempt the Outlook quiz 3 after completing both modules 5 and 6.

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