About this module



46964604333875Participant GuideParticipant Guide-914400-906780009156702591435Office 365 Admin Support SkillsService ManagementDomains in Office 3650Office 365 Admin Support SkillsService ManagementDomains in Office 365 -914405697220? 2015 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. The example companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted herein are fictitious. No association with any real company, organization, product, domain name, e-mail address, logo, person, place, or event is intended or should be inferred. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Microsoft and the Microsoft products and services listed are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. ? 2015 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. The example companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted herein are fictitious. No association with any real company, organization, product, domain name, e-mail address, logo, person, place, or event is intended or should be inferred. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Microsoft and the Microsoft products and services listed are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Table of Contents TOC \o "1-3" \h \z \u HYPERLINK \l "_Toc416258354" About this module PAGEREF _Toc416258354 \h 3Lesson: Locating domain management resources PAGEREF _Toc416258355 \h 4Resources for domain management PAGEREF _Toc416258356 \h 4Lesson: Domains and adding domains PAGEREF _Toc416258357 \h 8Domains PAGEREF _Toc416258358 \h 8Lesson: Verifying a domain PAGEREF _Toc416258359 \h 17Verify your domain PAGEREF _Toc416258360 \h 17Lesson: Removing a domain PAGEREF _Toc416258361 \h 23Lesson: Configuring service DNS records PAGEREF _Toc416258362 \h 26Configuring Office 365 service DNS records PAGEREF _Toc416258363 \h 26Lesson: Troubleshooting domain management PAGEREF _Toc416258364 \h 29Troubleshooting issues PAGEREF _Toc416258365 \h 29Module review PAGEREF _Toc416258366 \h 33About this module AudienceThis module was created as part of the Service Management program for support professionals who are preparing to support Office 365. It is expected that participants have already completed the previous program in the Office 365 Admin Support Skills curriculum before completing this module. SummaryThis module provides details, processes and tools for supporting domains in Office?365. This module will provide you with resources and hands-on experience with how administrators will be managing domains. This module will include information on adding, verifying, and removing domains as well as basic troubleshooting. ObjectivesAfter you complete this module, you will be able to:Locate appropriate resources that apply to domain management for small, mid-sized, and enterprise customers. Demonstrate how to add, verify, and remove domains. Understand configuring DNS records for small, mid-sized business, and enterprise customers.Explain general troubleshooting of issues that may arise after changing domain names and DNS records. Lesson: Locating domain management resourcesAfter this lesson, you will be able to:Locate appropriate resources and information that will assist you with supporting domains in Office 365. Create a reference tool to use when supporting administrators. Resources for domain managementFor companies using Office 365, domain management is an important part of the administrator’s function. As an administrator, there may be questions and issues that arise whether an administrator is working for a small business or supports a midsize business or enterprise. This lesson focuses on the links and resources used to help support administrators who are responsible for domain management. The goal of this lesson and the associated exercise is to build a “library” of support links, articles, keywords, and information that will promote quick access to the resources needed to assist customers quickly and effectively. Please note: These links will also be used to support your learning throughout this module. Exercise: Discover tools and resources used in this module As you know, there are many online resources available to assist with administering Office 365. The following table includes all of the resource and support articles used in this module. Work through the table and complete the Applies To columns with any notes about the topic that might be helpful later, key words that would help with a search, information needed to determine the exact issue, etc. There is also room provided at the end of the table to include any additional information that may be useful. You will use the links in this table to complete all of the lessons in this module. Please Note: Several links are for videos that will be used in future lessons of this module. The class will have time to watch the videos in their entirety during those lessons. Ask participants to delay watching the videos until they reach the appropriate lesson, aside from reading the descriptions and briefly listening to the video introduction to help them complete the entries in the table. Table 1: Support resources and article linksArticle or Resource TitleLink to ResourceApplies to/Topics/KeywordsDomains Add your domain to Office 365 (enterprise and midsize) Using and managing domains in Office 365 Small Business (small bus admin) Set up and manage domains in Office 365 Enterprise and Office 365 Midsize Business You can quickly add a GoDaddy domain to Office 365 Video: Set up custom domains in Office 365 Enterprise Verify your domain and change name servers Article or Resource TitleLink to ResourceApplies to/Topics/KeywordsVerify your domain and change name servers Verify your domain and change name servers at any DNS hosting provider or domain registrar Add your GoDaddy domain to Office 365 and change the name servers to point to Office 365 Remove a domain About your initial domain in Office 365 Configuring service DNS records: For enterprise and mid-sized customers-Video: Change DNS records to set up Office 365 Enterprise services Configuring service DNS records: For small business customers -Video: Change DNS records to set up Office 365 Enterprise services issues after changing your domain name or DNS records Video: Set up custom domains in Office 365 Enterprise Additional links and resources? Notes or keywords to remember? Add yours to the following list. Article or Resource TitleLink to ResourceApplies to/Topics/KeywordsLesson: Domains and adding domainsAfter this lesson, you will be able to:Understand some of the basic support considerations of domains and managing domains.Explain how to add a domain to Office 365 (applies to enterprise and midsize businesses).Describe how to set up and manage domains (for small business admins)Understand the steps necessary to quickly add a GoDaddy domain to Office 365. DomainsIn the Office 365 Deployment Module, you learned some of the key foundational information about domain management and DNS. As you may remember, how an administrator manages a domain depends on many factors including the size of the organization being supported and which Office 365 subscription is being used. In this lesson, you will explore some of the factors that impact domain management. You will also learn about the considerations that apply to one of the key functions of domain management, Adding a Domain.Exercise: Domain featuresNote:This exercise is an individual read and answer activity. If the class is large, this activity can be adapted as a research and answer activity for partners. As the participants are working through the resources and answering questions, ensure that they are moving efficiently and considering factors that might impact how the administrator approaches these experiences. For example, if the administrator is new to their role or they are supporting other services or the business they are supporting is growing rapidly, etc. What will they need to know? At the end of the read and answer portion of the activity, if time allows, host a brief discussion if there are any questions and then set up the next activity.Navigate to TechNet and use the search words “Domain features in Office 365” This will direct you to: Use this resource to find guidance on how to best answer the following questions. 11874519875500There are three different resources that apply to setting up a domain. What are the three options, and what type of business does each link apply to? Provide titles, URLs, and a brief description of each page.For Custom Domains, how many domains can be added to an Office 365 subscription, and why can’t the same domain be added to multiple Office 365 subscriptions? What is the difference between how second and third level domains apply to Office 365 Enterprise and Office 365 Midsize Businesses versus how they apply to Office 365 Small Business?What must be done before a custom domain can be used? (For future reference, add the titles and links to “For more information…” resources in this section.) Briefly describe/paraphrase the options for how you manage DNS records for Office 365 Enterprise and Office 365 Midsize Business and for Office 365 Small Business. Sharing a domain is only recommended when? Note:Answers: Set up and manage domains in Office 365 Small Business, () Set up and manage domains in Office 365 Enterprise and Office 365 Midsize Business () Compare domain management in different Office 365 subscriptions ()Up to 900 domains can be added to an Office 365 subscription and you can’t add a domain to Office 365 that is already being used in another Microsoft cloud service.With Office 365 Enterprise and Office 365 Midsize Business, you can add any level domain, including third-level domains such as marketing..With Office 365 Small Business, you can add second-level domains such as or contoso.co.uk. Note that you can’t add third-level or greater domains, such as marketing.You must verify that you own the domain by adding a DNS record at your DNS hosting provider. For more information, see Create DNS records for Office 365 ( ), or Verify your domain and change name servers for Office 365 Small Business ().For Office 365 Enterprise and Office 365 Midsize Business, you manage all your DNS records at your DNS hosting provider, and change specific records to point to Office 365 services as needed. For Office 365 Small Business, you have a choice: you can set it up so that Office 365 creates and hosts your DNS records, or you can manage all your own DNS records at your DNS hosting provider. (During the review/debrief, ask the class to include any additional considerations) Sharing a domain is recommended only for use during a pilot of Office 365, as it requires additional setup steps and has some limitations for Office 365 services.Important: After completing the reading and answer questions, take a few minutes during the review to discuss the Features table. Which features apply to Small Business SKUs and which apply to Enterprise and Midsize Business SKUs? This discussion is referenced in part 1 of the next exercise. Exercise: Adding a domainThere are important considerations and differences for managing domains in small business, midsize, and enterprise environments. This exercise is designed to give you a general understanding of those differences.This exercise is divided into four sections: Ensuring you have the version of Office 365 to meet your needsAdding a domain Set up and manage domainsYou can quickly add a GoDaddy domain to Office 365Note:This is a partner exercise. It can also be adapted to individual activity if the class is small or a triad if the class is larger. The exercise is broken into four sections: Ensuring you have the version of Office 365 to meet your needs- This compares the needs of small business domain management to midsize and enterprise domain managementAdding a domain-This focuses on Office 365 Midsize and Office 365 Enterprise Setup and managing domains- This focuses on Office 365 Small BusinessYou can quickly add a GoDaddy domain to Office 365The class should spend 5-10 minutes on each section (15 minutes or more may be necessary for part 3- setup and managing domains). Encourage participants to make notes (add keywords, links, tips they discover in reading each article, etc.) so they can quickly refer to these links in the future. Exercise Part 1: Ensuring you have the version of Office 365 to meet your needs. In the previous exercise, Domain Features, you discussed some of the features for various versions of Office 365. For this exercise, think about what an administrator might be faced with. Before adding a domain, an administrator may have questions about what’s possible and will need to understand how the different versions of Office 365 can impact how domains are managed What are the differences? Work with your partner to provide brief descriptions of those differences by completing the following table. There is a row at the bottom to add any additional information that you learn that could be helpful.Navigate to “Can I add custom subdomains or multiple domains to Office 365?” Table 2: Differences in Office 365Office 365 Small BusinessOffice 365 Midsize Business and Office 365 EnterpriseSubdomainsCurrent public websiteDNS recordsEmail and IMAdditional informationNote:Part 1 Answers:At the end of the exercise host a short debrief. To check for understanding, ask the class to present a few of the key factors that distinguish domains and domain management in small business vs midsize and enterprise business versions of Office 365. Answer any remaining questions. Exercise Part 2: Adding a domainNow that you have a better understanding of which version of Office 365 is best for each type of business and which features are available, the next question may be “How can I add a domain to Office 365?” This is a common question for administrators, and this question and other issues related to adding domains accounts for many calls made to support. Work with your partner to answer the following questions and provide brief descriptions of the steps necessary for adding a domain to Office 365. Be sure to include any helpful tips you discover or additional info that you consider useful.Navigate to “Add your domain to Office 365” 11874519875500What version of Office 365 does this article apply to?In your own words, briefly describe the steps necessary for adding a domain.For steps 4 and 5, the exact tasks you use in the domain wizard depend on how you plan to use the domain. List 3 of the 5 possible uses. There are some domains you can’t add to your Office 365 subscription. What are they?What are some of the other ways to add a domain to Office 365?Part 2 Answers:Office 365 Enterprise admin, Office 365 Midsize Business admin.Basic steps for adding a domainGo to Admin > Office 365 > Domains > Add a domain. Verify that you own the domain by creating a record at your DNS hosting provider or domain registrar.Create the users with email addresses on this domain.Define how you’ll use your domain by selecting Exchange Online, Lync Online, SharePoint Online public website, or a combination. We call this the domain purpose. See the scenarios below for details.Update your DNS records at your hosting provider or domain registrar to point these services to Office 365. See the scenarios below for details.If this domain is your primary domain, change your default Office 365 domain to the custom domain you just added. Go to Admin > Office 365 > Domains, choose the domain, and then on the right, choose Set as default. Add a domain that you’re already using for email, switching the email to Office 365 and leaving your public website at your DNS hosting provider, Add a domain that you’re already using for email and a public website, and move your public website to Office 365, Add a domain that you’re just using for a public website, and move your public website to Office 365, Add a domain for Exchange Online only, Add a custom domain that you just bought that doesn’t have email or a public website on it already.If you’re currently using a custom domain with another Microsoft cloud service, you can’t add the same domain to Office 365. You can’t add the same domain to different Office 365 accounts. For example, if you add to Office 365, you can't create another Office 365 subscription and add to it.Run the Add a domain wizard. Go to Admin > Office 365 > Setup. Or Use Windows PowerShell and run the cmdlet for adding a domain. Exercise Part 3: Set up and manage domainsNavigate to “Add your users and domain to Office 365” Use this resource to find guidance on how to answer the following questions.How you get started with setting up your own domain name with Office 365 depends on what you’ve got set up now and how you want to use Office 365.Work with your partner to answer the following questions and provide brief descriptions of the steps necessary for adding a domain to Office 365. Again, if you discover any helpful tips, tricks, or information as you review these articles, include those in your answers. 11874519875500What version of Office 365 does this article apply to? List the four different options that might apply to an administrator’s/business’s situation.For each of the different options, briefly add notes below that describe how each option will impact how an administrator will set up their domains.Note:Part 3 Answers:Office 365 Small business admin You’re just getting started setting up email and a website for your business.You’ve already got a custom domain name and want to keep your current website.You already have a domain name and don’t want Office 365 to manage your DNS records for you.You’re just using Exchange For this answer, host a short class discussion about what information the participants included as the key factors to keep in mind with each situation. Include any considerations about size of the business, number of users, other administrative tasks, etc. Exercise Part 4: You can quickly add a GoDaddy domain to Office 365For this activity, you will review steps for adding a GoDaddy domain to Office 365. Within this article at the following link is a short video: Add your GoDaddy domain to Office 365 (2:59). After watching this video, work with your partner to answer the following questions and provide brief descriptions of points that are important to this process. Navigate to: “You can quickly add a GoDaddy domain to Office 365” Within this page, use the link to a short video “Set up your domain name in Office 365” to review. Use both of these resources to find guidance on how to answer the following questions.Why does updating DNS manually take more time without a GoDaddy domain? What is created and updated, and why is this important?In addition to the setup being faster, what is another benefit of using the automated process?Note: When adding and verifying a domain at GoDaddy, there may be times where it makes sense to use the manual steps. To learn more, visit: Add your GoDaddy domain to Office 365 and change the name servers to point to Office 365” Note:As part of this activity, participants will navigate to the appropriate article Within that article is a link to a short Video: Add a GoDaddy domain to Office 365 (2:59) to review. At the end of this activity, host a short discussion about adding a GoDaddy domain to Office 365 and how it differs from adding other domains to Office 365. After reviewing part 4 answers, the discussion should lead to a larger an opportunity to facilitate a debrief that incorporates all four sections of what participants learned in this exercise: Office 365 for different business sizes, domains and subdomains, helpful tips, tricks, or information that participants discovered in reviewing these articles and answering questions as well as from past experiences.Part 4 Answers:Without a GoDaddy domain, you have to navigate your domain registrar’s website to add or edit DNS records to complete the steps. Updating DNS manually takes some because you have to sign in to your domain registrar's website, find the page where you can edit DNS records for your domain, and copy or type specific values into the fields for those records. With a GoDaddy domain, the same steps are required but the automation built in to the setup wizard makes it faster.Required records are created and updated for you, removing the possibility of typos and other errors.It can take extra time for the new DNS records to update across the Internet. But with the automated process, when the changes are completed, they’re detected immediately by Office 365.Lesson: Verifying a domainAfter this lesson, you will be able to:Understand why it’s important to verify a domain.Demonstrate different ways of verifying a domain.Identify relevant resources to assist administrators with the various methods used for verifying a domain. Understand which approach is used for different businesses.Verify your domainVerifying a domain is an important administrative task. As one of the top support call drivers, it’s critical for administrators to understand the different ways to verify a domain and to access relevant resources that can help resolve any issues.As you know, each administrator supports a different type and size of organization. They also have various levels of experience and knowledge. Playing the role of administrator, think about how your experience might be influenced by those factors. The following is a partner exercise that explores several different approaches to verifying a domain and the resources and information available to help administrators. Review each part of this exercise and answer the questions that follow each of them. Working with your partner, remember to think through each of these sections and answer these questions as an administrator would answer them. Take notes and be prepared to share your experiences with the larger group at the end of this exercise. Note:This is a partner exercise. It can be adapted as an individual activity if the class is small or a triad if the class is larger. The exercise explores the different approaches to verifying a domain in Office 365 and why it’s necessary: Why does Office 365 need to confirm that I own my domain?Work with domain names in Office 365: Small Business AdminWork with domain names in Office 365: Enterprise admin, Midsize Business adminVerify your domain by using a TXT record or an MX record Verify your domain and change name servers at any DNS hosting provider or domain registrarEach Exercise Part links to an article on . Exercise Part 2 and Part 3 include a short video. Ask each partner team to review each article (and watch the videos) through the eyes of an administrator and answer the questions that follow. Encourage teams to discuss and take notes on each approach and be prepared to share what they learn with the larger class. The class should spend 10-15 minutes on each section. The total “time to complete” includes time for larger class debrief.At the end of the exercise, quickly review Exercise Part 1. For Exercise parts 2-6, ask the teams to select one of the sections (parts 2-6) where they had the most comprehensive discussion or still have questions. Randomly select a partner team to describe the section and their discussion. Allow the rest of the class to comment and ask questions. If time is available, ask for another team (or several) to share their approach and discussion. Follow up with any questions that participants may have before moving on to the next Lesson. Exercise Part 1: Why does Office 365 need to confirm that I own my domain?Navigate to Use this resource to find guidance on how to best answer the following questions.-206375-35496500What version of Office 365 does this article apply to?What are the key reasons for verifying your domain?In general terms, how does Office 365 confirm your ownership of the domain?Answers:Office 365 Enterprise admin, Office 365 Midsize Business admin, Office 365 Small Business adminWithout confirming a custom domain name’s ownership, anyone could use any domain name. For example, someone could use your domain name with Office 365 and say they were you.A record is created with specific info (info provided by Office 365/Microsoft) for your domain at your registrar or DNS hosting provider. Then Office 365 looks for the record. When it's found, it verifies ownership because you signed on where the site is managed and created the record Office 365/Microsoft looked for.Exercise Part 2: Work with domain names in Office 365Watch: Video: Confirm ownership of your custom domain name Navigate to Use these resources to find guidance on how to best answer the following questions.What version of Office 365 does this video and article apply to?What information would lead you to try this approach to verifying your domain?What information in this video and article might lead you down the wrong path? What questions might you still have? If this approach doesn’t meet your needs, what other considerations are there, what information do you need, what questions do you still need to ask? Exercise Part 3: Work with domain names in Office 365Watch: Video: Set up custom domains in Office 365 Enterprise Navigate to Use these resources to find guidance on how to best answer the following questions.What version of Office 365 does this video and article apply to?What information would lead you to try this approach to verifying your domain?What information in this video and article might lead you down the wrong path? What questions might you still have? If this approach doesn’t meet your needs, what other considerations are there, what information do you need, what questions do you still need to ask? Exercise Part 4: Verify your domain by using a TXT record or an MX recordNavigate to “Should you verify your domain in Office 365 by using a TXT record or an MX record?” What version of Office 365 does this article apply to?What information would lead you to try this approach to verifying your domain?What information in this article might lead you down the wrong path? What questions might you still have? If this approach doesn’t meet your needs, what other considerations are there, what information do you need, what questions do you still need to ask? Exercise Part 5: Verify your domain and change name servers at any DNS hosting provider or domain registrarNavigate to “Verify your domain and change name servers at any DNS hosting provider or domain registrar” Use this resource to find guidance on how to best answer the following questions.What version of Office 365 does this article apply to?What information would lead you to try this approach to verifying your domain?What information in this article might lead you down the wrong path? What questions might you still have? If this approach doesn’t meet your needs, what other considerations are there, what information do you need, what questions do you still need to ask? Exercise Part 6: Verify your domain and change name serversNavigate to “Verify your domain and change name servers” Use this resource to find guidance on how to best complete the following chart and answer the following questions. What version of Office 365 does this article apply to?What information would lead you to try this approach to verifying your domain?What information in this article might lead you down the wrong path? What questions might you still have? If this approach doesn’t meet your needs, what other considerations are there, what information do you need, what questions do you still need to ask? Lesson: Removing a domainAfter this lesson, you will be able to:Describe the steps used for removing a domain from Office 365. Explain how to remove anything using the domain name.Understand why there are various domains that cannot be removed from Office 365.Exercise: How to remove a domain Navigate to “Remove a Domain” Use this resource to find guidance on how to best complete the following table and answer the following questions.Review the steps for removing a domain. One of those steps is to make sure no settings are using the domain. Before you remove a domain name from Office 365, you must remove anything that is using the domain name. Complete the following chart. Table 3: Before you start, make sure your domain is ready to be removedWhat to checkHow to remove the custom domain name (In your own words, briefly describe the steps.)11874519875500What are the Office 365 domain names that can’t be removed? For additional “Remove a Domain” troubleshooting information, visit the KB article: “Unable to remove this domain" error when you try to remove a domain from Office 365” Answers:You can’t remove the original contoso. domain name provided for your account when you signed up. If you’ve activated directory synchronization for Office 365 Enterprise or Office 365 Midsize Business, a domain was automatically added that looks similar to contoso.mail.. This domain name can’t be removed.Lesson: Configuring service DNS recordsAfter this lesson, you will be able to:Describe the differences in managing DNS records for enterprise and mid-sized customers versus small business customers.Learn about domain names and explain how to set up a customized checklist for domain-name setup.Understand how to set up DNS records so that custom domains work with Office 365 email and other services.Configuring Office 365 service DNS recordsIn this lesson, you will learn about configuring service DNS records for Office 365. You will learn how DNS records are managed differently for enterprise and midsized customers versus small business customers. Configuring DNS applies to customers using a cloud only deployment. For a hybrid deployment, configuring DNS records will be different and is covered in the Hybrid Deployment module.For Enterprise and midsize customers who are using partial domain re-delegation, DNS Records will be managed either with their 3rd party DNS provider or on premise DNS servers. Small Business customers have the option of using Full domain re-delegation and allowing Office 365 to manage their DNS records. This will require that their Name Server (NS) Records point to Office 365.Exercise: Change DNS records to set up Office 365 Enterprise services (Video)For self-study or future reference view the video: Change DNS records to set up Office 365 Enterprise services This video will show you how to set up DNS records so that your custom domain works with your Office 365 email and other services. Use the following space to jot down any notes you want to remember. NotesQ: When can Office 365 change your records for you? A: If your custom domain is managed by Q: When you select "Done go check" on the Office 365 page, what does an error message mean? A: That the changes you made at the domain registrar are not updated through the DNS system yet. Q: How long does it take to see the changes and updates you made to DNS records in Office 365? A: It can take up to 1-72 hrs.Exercise: Use custom domains in Office 365 (Video) For self-study or future reference view the video: Set up your custom domain in Office 365 In this video, you will learn about domain names and how to set up your customized checklist for domain-name setup. This video applies to Office 365 Small Business admin. After the video, you will be asked several questions to check for understanding. Use the following space to jot down any notes you want to remember.NotesFor additional information about External DNS Records required for Office 365 deployment, visit External DNS records for Office 365 Q: Where is one place that the domain name ending with "on." used? A: In an email addressQ: What is the benefit of Office 365 allowing you to use your custom domain? A: You won't have to change the email address that your customers and partners already know.Q: Why do you need a domain name? A: It is associated with the hosting company where you receive email.Important Note: This video is part of a larger course: “Set up your custom domain in Office 365” (). There are additional videos in this series that are a continuation of the topic. If time allows, it would be helpful to watch the videos in the series with the class. Or you can take a moment and ask participants to visit the course location (see above) and record the titles and locations of the additional videos and encourage them to watch the videos later as self-study/reference resources. Lesson: Troubleshooting domain managementAfter this lesson, you will be able to:Describe four common domain management issues and the steps used to troubleshoot those issues. Explain potential options for addressing what to do when you are unable to verify your custom domain in Office 365.Determine what steps to apply when trying to solve website issues after adding a custom domain in Office 365.Understand the potential issues with Lync Online after adding a custom domain in Office 365.Troubleshooting issuesSetting up your domain to work with Office 365 can be challenging. There are many detailed steps to go through on different sites, and the DNS system is nitpicky to work with. In this lesson, you will explore various scenarios for troubleshooting issues after changing your domain name or DNS records. Exercise: Troubleshoot issues after changing your domain name or DNS recordsNavigate to “Find and fix issues after adding your domain or DNS records in Office 365” this resource to find guidance on how to best answer the following questions. -267335-12636500List the three main troubleshooting scenarios listed in this article.For the first scenario, what steps should you take to ensure that Outlook is functioning properly? If that doesn’t work, what is another way to get help with your issue?For the second scenario, what are the three possible issues that an administrator might be dealing with? What do you see for each of the three issues? (In your own words, briefly describe what you see.)1.2.3.Why does it happen? (In your own words, briefly describe why it happens.)1.2.3. What can be done to try to resolve each of the three issues? (In your own words, briefly describe what can be done.)1.2. 3.For the third scenario, in your own words, briefly describe:What you see:Why it happens:What you can do: Add additional info or links that might be helpful in the future:Note: This is a partner research and answer exercise. It can also be adapted to individual activity if the class is small or a triad if the class is larger. As the class is reviewing each of the scenarios, ask them to consider what additional concerns an administrator might have when they are dealing with these issues. As support agents, how can they help administrators with those concerns? (For example: Downtime and service interruption stress, frustration with trying various troubleshooting tactics that haven’t worked, new to their job, etc.) Please note: There are several additional links to resources within each of the scenarios and articles. Encourage the class to explore those links and add them to this section with notes and any useful information for future reference. After the class completed the exercise, host a short discussion to review additional concerns administrators may face and what support is available to assist. Are their questions administrators should be asked to customize the support approach based on administrators’ challenges? (See above for possible concerns). Additionally, check for content understanding and answer any additional questions they may have. Answers(For more information about each of the answers, review the full article “Find and fix issues after adding your domain or DNS records in Office 365” prior to facilitating your first class): Three Scenarios:Email doesn't work in Outlook on your desktopPeople can't get to your website at You can't update your A record or CNAME record to point to your websiteFirst Scenario:If you can't send or receive email, it might be due to problems with Outlook. If Outlook isn't functioning properly, follow these steps:Update software and operating systemRepair Outlook profileCreate new Outlook profileOutlook Connectivity TroubleshooterIf you’re still having email connection issues, you can post a question in the Office 365 community forums as a helpful resource or contact Office 365 for business support.Second Scenario:Issue 1. People can’t get to my website outside of Office 365Issue 2. People don’t see my Office 365 website when they type my domain nameIssue 3. People don’t see my website when they type my domain name without the What do you see for each of the 3 issues (ask the class to briefly describe in their own words):Issue 1. When you or other people type your domain name into a browser, for example, , you see an error that the website isn’t found (such as a 404 error). The website worked fine before you added your domain to Office 365.Issue 2. People don’t see your new website when they type your domain name into the browser, like .Issue 3. When you or other people type your domain name into a browser without the “”, for example, , you see an error that the website isn’t found (such as a 404 error). The website address works fine if you include the “”—for example, it happens (ask the class to briefly describe in their own words):Issue 1. For Office 365 Small Business when Office 365 manages DNS records: When you add your domain to Office 365 Small Business, you change your NS records at your domain registrar to point to the Office 365 name servers. After you make that change, Office 365 manages the DNS for your domain. This lets Office 365 easily set up email, Lync, and other services for you. But if you already have a website with your domain name, the Internet starts looking for that website at Office 365, because that’s where the NS records say to look for everything on your domain. The site’s not there, though; it’s still hosted where you set it up. So the browser can’t find the site, even though it’s still set up where you created it.Issue 2. If Office 365 redirects people to your website by using a fully qualified domain name instead of an IP address, the bare domain address without “” (i.e.: ) won’t work. Why? It has to do with the way that simple DNS record redirection works.Issue 3. If Office 365 redirects people to your website by using a fully qualified domain name instead of an IP address, the bare domain address without “” (i.e.: ) won’t work. Why? It has to do with the way that simple DNS record redirection works.What you can do (ask the class to briefly describe in their own words): Issue 1. Set up redirection from Office 365. Redirection tells the Internet to look at another location for your website when people type in your domain name, and people will now see it when they type your domain into the browser. Learn about adding an A record to point to the IP address of your website.Issue 2. Follow the steps to set up your website in: Office 365 Small Business or Office 365 Enterprise and Office 365 Midsize Business.Issue 3. To make sure people can get to your site using a naked domain, you can use a company that provides URL redirection services. The company can give you an Internet link to redirect people to your website by using the fully qualified domain name.Third Scenario: What? You can’t update the A record or the CNAME record.Why? If you use a SharePoint Online Public Website, and if you’ve changed your Office 365 public website URL to use your custom domain name, Office 365 may have set your domain’s A record and CNAME record for you. When that happens, you can’t edit the A record or the CNAME record yourself.What can be done? To free it up so you can change these records, you must change the URL for your public website back to the default URL. Module reviewThe intent of this module was to give participants a good understanding of what administrators do to effectively manage domains within Office 365. You’ll have a chance to review some of the lessons from this module in this course’s Troubleshooting program, where you will gain experience acting in a support role and working with some of the concepts in break/fix scenarios. Learning objectives checklistHave you met your learning objectives for this module? Confirm that you are able to:Locate appropriate resources that apply to domain management for small, mid-sized, and enterprise customers. Demonstrate how to add, verify, and remove domains. Understand configuring DNS records for small, mid-sized business, and enterprise customers.Explain general troubleshooting of issues that may arise after changing domain names and DNS records. ................
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