Turn approved use case knowledge into working prompting skill. Learn three durable prompting frameworks that survive Copilot's biweekly UI updates: Role/Context/Constraints/Output Format for structure, iterative refinement for quality, and hallucination-handling verification for safety, and apply them to generate strong first-draft troubleshooting guides and user-facing instructions.

This module builds the integration mental model that a Tier 1 technician uses to look at a healthcare workflow and see what's underneath—which Microsoft 365 services power daily communication, which Azure services host the platform, and which clinical applications carry out the actual patient work. Systems thinking starts with recognizing that these three categories connect through predictable integration points.

This module turns the integration picture into applied diagnostic reasoning. It builds the skill of analyzing a healthcare support case for its dependency chain—tracing the reported symptom backward through the four common dependency categories (identity, messaging, file access, clinical system availability) to identify the upstream system most likely responsible for the symptom. This is the systems-thinking skill that separates a Tier 1 technician who resolves at the symptom level from one who resolves at the dependency level.

Learn to produce a short end-user guide in Microsoft Word for one of the Microsoft 365 tasks clinical staff perform every day. You will practice the structure that makes guides readable, including plain-language steps, clear prerequisites, and verification at the end, and the privacy-aware callouts that keep guides for healthcare workflows compliance-appropriate.

Learn to coach a clinical end user through a Microsoft 365 or Epic-adjacent workflow live, using guidance-level language, patience, and the discipline of letting the user complete their own patient-facing task even when it would be faster to take over. This is the coaching skill that keeps the user in control of their own work while still resolving the ticket.

Learn to integrate AI assistance throughout your Tier 1 healthcare IT support workflow using three durable, tool-agnostic skills: designing prompts that work across any AI tool, evaluating AI-generated output against structured criteria before use, and applying healthcare-specific safe-use guardrails that keep PHI, compliance records, and professional judgment out of the AI's decision boundary. This module is deliberately tool-agnostic so the principles remain useful across whichever AI you use in your day-to-day support work.

Work on a fully synthetic Epic-adjacent coaching case for a family medicine physician preparing to consult a clinician at a partner organization. In this module, Epic-adjacent means that the workflow originates from a clinical context, but no direct integration between Epic, Microsoft Copilot, OneDrive, or Coursera AI is assumed or exercised. Dr. Chen uses a course-supplied synthetic case summary and a simulated Contoso-approved external collaboration configuration. You will map the documented system dependencies, separate the Microsoft Copilot request into approved, not-approved, and escalate decisions, author an RCCOF prompt for permitted administrative email content, verify a supplied mock Microsoft Copilot output, build an end-user guide, and coach Dr. Chen through the simulated workflow. No real patient, workforce, tenant, or health-system data may be entered into Microsoft Copilot, Coursera AI, or the submitted Case Report.