My second submission is for Level 300+

As organizations transition from Outlook Classic to the New Outlook, helpdesk teams will face a surge of user questions, confusion, and workflow disruptions. But not every ticket is a “technical issue", many are training opportunities disguised as break/fix requests.

This session teaches helpdesk technicians how to distinguish the difference, reduce repetitive ticket volume, and guide users through change with patience, clarity, and structure. We’ll cover what features have changed, what hasn’t been added yet, what workarounds exist, and how to communicate these shifts in a calm, consistent way.

Attendees will leave with new ideas on how to work with end users and help with the New Outlook transition.

Audience: Helpdesk technicians, Tier 1/Tier 2 support teams, junior Exchange admins, onboarding specialists, training coordinators.