Module 2
Manage Inbox & E-mail
Customers may have questions related to managing their inbox and email. For example, on how to search emails, manage folder or connect different email accounts. This module will explain how to help customer enquiries related to these topics.
Using Sweep and Archive functions
Sending and receiving attachments
Composing emails
You can advise customers on how to create a message in Outlook.com. It is as easy as selecting New, composing the message, and then selecting Send. You may also advise customers on how they can customise their emails.
Maintaining email rules
Customers can set up inbox rules to automatically perform specific actions on emails that arrive in their inbox. Rules let them handle email messages automatically based on a variety of different criteria.
For more information on composing or creating an email, go to Outlook.com's self-help page.
Searching email
Customers may ask questions relating to searching emails in their inbox. In Outlook.com, customers can use the search bar at the top of the page to search for email messages or contacts.
Managing email folders
You can help customers organising their messages in Outlook.com. You can advise them on how to create new folders or rename, move, or delete existing folders. They can also set up rules so that Outlook.com automatically moves messages into folders depending on conditions that the customer specifies.
Using Sweep and Archive functions
You can advise customers on how they can clean up their inbox and keep their email organised with automatic filtering and sorting, and by using tools on the command bar like Sweep, Archive, and Move to.
Sending and receiving attachments
You can advise customers on how to attach files from their computer, OneDrive, or other storage accounts to email messages and calendar events, so they can share them with others. Customers can also embed pictures in their email messages and calendar events. Email messages that include attachments are identified by a paper clip icon in the message list.
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 email in their absence.
Focused inbox management
Customers may ask questions related to one of the newer functionalities, focused Inbox. Focused inbox separates the inbox into two tabs—Focused and Other. The most important emails are on the Focused tab while the rest remain easily accessible, but out of the way on the Other tab. Customers can choose to either turn the functionality on or off.
Managing tasks
A task is an item that customers can create in Outlook.com that they want to track until it's completed. Tasks can be created from an email message that a customer has flagged for follow-up as an actionable item, or they can be to-do list entries that the customer added. You can advise customers on how to create, edit, categorise and manage tasks in Outlook.com.
Connect other email accounts to Outlook.com
Customers may want to add other email accounts to Outlook.com so they can use Outlook.com for sending and reading email messages from other accounts without leaving Outlook.com. Read more on the Outlook.com support page on how to add other email accounts like Gmail to Outlook.com.
Outlook Premium Subscription
Where possible, try to educate customers on premium email features that are enabled when customers have subscriptions to Office 365, Outlook.com Premium or Ad-free Outlook.com subscriptions. All information you need to know about Premium subscriptions can be found here.
What now?
You've completed Module 2 and you can attempt your Outlook Quiz 1.Good luck - you can refer back to your learning homepage anytime, after you start the quiz.