Well MS marketing people certainly made a mess when they decided to call both the desktop suite and the SaaS solution "Office 365". Then there's OneDrive, Skype, and whatnot, all of which come with 'O365' and 'consumer' variants, and are generally referred by the same name.
It's really difficult in some cases to get the correct information from the user, as to what he is actually referring. So either push some guidance to your users, or similarly, make sure the support staff asks the correct questions and identifies what the user is talking about...
At least for the mail part it's easy - Exchange Online. Outlook on the other hand, not so much - we have the same name for the desktop app, mobile apps, now even the web app will be branded Outlook ("on the web").
It's really difficult in some cases to get the correct information from the user, as to what he is actually referring. So either push some guidance to your users, or similarly, make sure the support staff asks the correct questions and identifies what the user is talking about...
At least for the mail part it's easy - Exchange Online. Outlook on the other hand, not so much - we have the same name for the desktop app, mobile apps, now even the web app will be branded Outlook ("on the web").