Yvette Emond, a support agent at Northwind Traders, has contacted a customer who is upset about not being able to receive mail in their mailbox. Unfortunately, the problem is occurring in the mailbox of the Vice President of Sales, so the business impact is moderate, and the case has been assigned a severity rating of B.

During scoping, Yvette gathered some basic information about the customer and the customer's environment. She reviewed information about the customer in the Northwinds CRM system, and she found out that the customers environment is not very complicated; it simply consists of an Exchange Online server in the cloud. The customer doesnt really care if other users are having the same problem; they just want to focus on eliminating the problem from this mailbox.

Exercise

How should Yvette start troubleshooting this problem?