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hello my friends my name is urban also known as : in todays video I wanted to talk about Active Directory user accounts and also touch on call handling the reason were going to tackle Active Directory user accounts is because were going to have a situational phone call in which we will have to look up user account reset their password or maybe even unlock their account this is kind of tying in with my previous video on how to handle a helpdesk tier 1 phone call and if youd like to check that out there will be a link in the description and also linked in the top right hand corner as well so lets go ahead and look at what happened during this phone call and then were going to stop it in real time and then Im going to show you what happens on the back end so meaning that what is going on with the person working helpdesk while theyre talking to the user thank you for calling tech support my name is Irvin what can I assist you with today hi I for some reason I cant login to Outloo