BASIC SHAREPOINT SUPPORT WORKFLOW

Below is a SharePoint End User Support Manual Workflow document that outlines the process for handling customer contact, support troubleshooting activities, and post-support knowledge sharing. This document is structured to provide clear, actionable steps for support teams to follow when assisting SharePoint end users.

This document outlines the standardized workflow for providing end user support for SharePoint-related issues. It covers customer contact, troubleshooting activities, and post-support knowledge sharing to ensure efficient resolution of issues and continuous improvement of support processes.

Scope

This workflow applies to all support personnel handling SharePoint-related queries from end users, including technical issues, usage questions, and system errors. It is designed for use by helpdesk teams, IT support staff, and SharePoint administrators.

Workflow Overview - The workflow is divided into three main phases:

  • Customer Contact – Initial interaction with the end user to gather information and log the issue.
  • Support Troubleshooting Activities – Diagnosing and resolving the reported issue.
  • Post-Support Knowledge Sharing – Documenting the resolution and sharing knowledge to prevent future issues.

Customer Contact Objective - Establish clear communication with the end user, gather sufficient details about the issue, and log the support request for tracking and resolution.

Steps

  • Receive Contact:
    • End users may contact the support team via email, phone, ticketing system (e.g., ServiceNow, Jira), or Microsoft Teams.
    • Acknowledge receipt of the request within 15 minutes (or as per SLA) with an automated or manual response.
  • Gather Initial Information:
    • Collect the following details from the end user:
      • User Details: Name, email, department, and contact information.
      • Issue Description: Detailed description of the problem (e.g., error messages, screenshots, or steps leading to the issue).
      • SharePoint Context: Specific SharePoint site, list, library, or feature affected (e.g., document library permissions, workflow errors).
      • Urgency: Impact on business operations (e.g., critical, high, medium, low).
      • Environment: Browser, device, and SharePoint version (Online or On-Premises).
  • Log the Support Ticket:
    • Create a ticket in the support ticketing system with:
      • Unique ticket ID.
      • Date and time of contact.
      • User details and issue description.
      • Initial priority level based on urgency and impact.
    • Assign the ticket to an available support agent or queue.
  • Set Expectations:
    • Inform the user of the estimated response time (e.g., within 4 hours for non-critical issues) and provide the ticket ID for reference.
    • Confirm whether further information is needed from the user.

Tools

  • Ticketing system (e.g., ServiceNow, Jira, or Microsoft Dynamics).
  • Microsoft Teams or email for communication.
  • SharePoint Online Admin Center for initial checks (if applicable).

Support Troubleshooting Activities Objective - Diagnose and resolve the reported SharePoint issue efficiently while keeping the end user informed of progress.

Steps

  • Initial Assessment:
    • Review the ticket details and any provided screenshots or error messages.
    • Reproduce the issue in a test environment (if possible) to understand the problem.
    • Categorize the issue (e.g., permissions, configuration, user error, system bug).
  • Troubleshooting Process:
    • Follow a systematic approach based on the issue type:
      • Permissions Issues:
        • Check user permissions in the SharePoint Admin Center or site settings.
        • Verify group memberships and access levels.
        • Ensure inheritance settings align with site requirements.
      • Document Library or List Issues:
        • Check for broken links, missing files, or metadata issues.
        • Validate library/list settings (e.g., versioning, check-out requirements).
      • Workflow Errors:
        • Review Microsoft Power Automate flows or SharePoint Designer workflows.
        • Check for misconfigured triggers, conditions, or permissions.
      • Sync or Access Issues:
        • Verify OneDrive sync client settings or browser compatibility.
        • Check for network-related issues or multi-factor authentication (MFA) conflicts.
      • Performance Issues:
        • Analyze site performance using SharePoint diagnostic tools.
        • Check for large lists/libraries or excessive customizations.
    • Escalate to a SharePoint administrator or Microsoft Support if the issue requires higher-level access or is a platform bug.
  • User Communication:
    • Update the user via email or the ticketing system at least once every 24 hours (or per SLA) with progress.
    • Request additional information if needed (e.g., specific steps to replicate the issue).
    • If resolution requires user action (e.g., clearing cache, updating browser), provide clear, step-by-step instructions.
  • Resolution:
    • Apply the fix (e.g., adjust permissions, reconfigure settings, apply patches).
    • Test the solution to ensure the issue is resolved.
    • Document the steps taken in the ticket notes.
  • User Confirmation:
    • Ask the user to verify that the issue is resolved.
    • If unresolved, repeat troubleshooting or escalate as needed.

Tools

  • SharePoint Online Admin Center or SharePoint Server Management Shell.
  • Microsoft Power Automate for workflow diagnostics.
  • Browser developer tools for front-end issues.
  • Microsoft 365 support portal for platform-related issues.

Post-Support Knowledge Sharing Objective - Document the resolution, share knowledge with the support team, and update resources to prevent recurrence of similar issues.

Steps

  • Document the Resolution:
    • Update the ticket with:
      • Root cause of the issue.
      • Steps taken to resolve it.
      • Any workarounds or temporary fixes applied.
      • Final outcome (e.g., resolved, escalated to Microsoft, or pending user action).
    • Categorize the issue for future reference (e.g., permissions, workflow, user training).
  • Update Knowledge Base:
    • Add the issue and resolution to the internal knowledge base (e.g., SharePoint wiki, Confluence, or ServiceNow Knowledge).
    • Include:
      • A brief summary of the issue.
      • Step-by-step resolution instructions.
      • Screenshots or videos (if applicable).
      • Keywords for searchability (e.g., “SharePoint permissions error,” “document library sync”).
    • If the issue is common, create a user-facing FAQ or guide.
  • Share with the Team:
    • Discuss the issue and resolution during the next team meeting or via a dedicated Microsoft Teams channel.
    • Highlight any lessons learned or new troubleshooting techniques.
    • If the issue is recurring, propose training or process improvements.
  • User Education:
    • If the issue was caused by user error, provide the end user with training materials or a quick guide to prevent future occurrences.
    • Share relevant Microsoft Learn resources or custom tutorials.
  • Continuous Improvement:
    • Analyze ticket data monthly to identify recurring issues or trends.
    • Recommend updates to SharePoint configurations, user training, or support processes based on findings.

Tools

  • Knowledge base platform (e.g., SharePoint wiki, Confluence).
  • Microsoft Teams for team communication.
  • Microsoft Learn or internal training portals for user education.
  • Ticketing system reports for trend analysis.

Roles and Responsibilities

  • End User: Report issues clearly, provide requested details, and confirm resolution.
  • Support Agent: Log tickets, troubleshoot issues, communicate with users, and document resolutions.
  • SharePoint Administrator: Handle escalated issues, manage site configurations, and assist with complex troubleshooting.
  • Team Lead/Manager: Monitor ticket progress, ensure SLA compliance, and facilitate knowledge sharing.

SLAs (Service Level Agreements)

  • Initial Response: Within 15 minutes for automated acknowledgment; within 4 hours for human response.
  • Resolution Time:
    • Critical issues: 4 hours.
    • High-priority issues: 8 hours.
    • Medium/low-priority issues: 24–48 hours.
  • Escalation: Escalate to SharePoint Admin or Microsoft Support within 24 hours if unresolved.

Best Practices

  • Use clear, non-technical language when communicating with end users.
  • Prioritize user experience by minimizing downtime and providing regular updates.
  • Maintain a proactive approach by updating the knowledge base and training materials regularly.
  • Leverage Microsoft 365 diagnostic tools and logs for faster troubleshooting.

References

This manual workflow ensures a structured, efficient, and user-focused approach to SharePoint end user support.

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