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Level: Intermediate

Find a missing email with message trace
The ticket: Didn't receive email from Northwind (signed contract)
What you'll practise
- Open Message trace
- Trace Grace's mail
- Open the Northwind message
- Find where it went
- Advise Grace
Message trace needs Exchange Administrator, or a read-only role such as Security Reader or Global Reader.
October 19, 2026
Convert a leaver’s mailbox to shared
The ticket: Leaver: keep Steve Crocker's mailbox for his manager
What you'll practise
- Open Steve's mailbox
- Convert to shared
- Give Bob Read and manage
- Explain the licence
Exchange Recipient Administrator can convert mailboxes and manage their permissions.
October 19, 2026
Fix a full mailbox with an archive
The ticket: "Your mailbox is full" – can't send email
What you'll practise
- Open Barbara's mailbox
- Check mailbox usage
- Confirm the cause
- Enable the archive
- Set expectations
Exchange Recipient Administrator can enable a mailbox archive.
October 19, 2026
Disable a leaver’s account
The ticket: Leaver: Radia Perlman – last day today 17:00
What you'll practise
- Find Radia
- Disable the account
- Set the description
- Move to Disabled Users
- Why not delete?
Disabling and moving accounts needs Account Operators at dont. Helpdesk Operators can only reset and unlock.
October 19, 2026
Create a new starter from a template
The ticket: New starter: Hedy Lamarr – Engineering – starts today
What you'll practise
- Find the template
- Start the copy
- Create Hedy's account
- Check what was copied
Creating accounts needs Account Operators at dont.
October 19, 2026
Secure a stolen corporate iPhone
The ticket: Work iPhone stolen at the airport
What you'll practise
- Find the stolen iPhone
- Check ownership
- Remote lock
- Wipe the device
- Read the status
Help Desk Operator can run Remote lock, Retire and Wipe. Many organisations require Security approval for a Wipe.
October 18, 2026
Investigate a sign-in failure
The ticket: Can't sign in to Outlook or Teams since this morning
What you'll practise
- Open Jon's account
- Read the sign-in error
- Interpret the error
- Find who disabled it
- Re-enable sign-in
Reading sign-in logs also needs a reader role such as Reports Reader or Security Reader if your role does not include it.
October 18, 2026
Assign a Microsoft 365 license
The ticket: License request – Microsoft 365 E3 for Radia Perlman
What you'll practise
- Open Radia's account
- Open her licenses
- Assign Microsoft 365 E3
- Understand the rule
License Administrators can also set a user's usage location.
October 18, 2026
Reset MFA after a phone change
The ticket: New phone – can't approve MFA prompts
What you'll practise
- Open Vint's account
- Open Authentication methods
- Remove the old Authenticator
- Require re-registration
- Set expectations
Authentication Administrators can manage methods for non-admin users only.
October 18, 2026