Case study: Priya's Monday morning
Several problems at once for one returning user: a lockout, the wrong drive maps and a non-compliant laptop. Work through the evidence, prioritize, and fix each properly.
- Level
- Advanced
- Length
- About 40 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Separate several simultaneous problems using evidence
- Prioritize what unblocks the user first
- Fix each problem through the right process and document it
Course outline
- 1.Case study: Priya's Monday morningVideo · 5 min
- 2.Untangling a multi-problem ticketLesson · 10 min
- 3.Case study: Omar's VPN weekLesson · 13 min
- 4.Case study: the branch office MondayLesson · 13 min
- 5.Case study: Priya's Monday morning: knowledge checkKnowledge check · 14 questions
- 6.Account keeps locking outScenario
- 7.Final exam3 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Microsoft Learn: 4740(S): A user account was locked out
- Microsoft Learn: gpresult
- Microsoft Learn: Device compliance policies in Microsoft Intune
See it with your own jobs and topics
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