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CIS/211 Week 1 Learning Team

MS Word 2013 Application Support Checklist

Table of Contents

Strategy to Diagnose Lost Documents Basic User

Intermediate User Expert User

Drawing Canvas Errors Basic User Intermediate and Expert Users

Section Break Errors Basic User Intermediate and Expert Users

Strategy to Diagnose Template Issues Basic User Intermediate and Expert Users

Strategy to Diagnose Header/Footer Issues All Users

Word count = 2,126 words/9 pages = A+

CIS/211 Week 2 Microsoft Word 2013 Exercise - Part II

You are working at a support desk for a company providing on-site and telephone support to customers with various Microsoft Office questions. Your customers include people both in your company and outside of your company. Most of them have only a limited understanding of Office. Word Count: 391 words = A+ Situation 1: A student planning to attend a local university in the fall has been told to purchase

word processing software for an English class. He is currently looking to buy Word but wants to know the major functions of this software. Word Count: 334 words = A+ Situation 2: A woman who owns her own business calls the support desk looking to create a Word template for mail sent to customers. She wants each letter to look similar. She is also tired of cutting and pasting her company logo and contact information into each letter. Word Count: 687 words = A+ Situation 3: An employee working in the human resources department of your company is writing the employee handbook. He wants to insert various headers and footers in different sections of the handbook but needs it all to be contained in a single Word file. He tells you that he has already set section breaks within the handbook, but all headers and footers he has inserted are the same for all sections. He asks you why this is happening and how he might fix it.

Learning Team MS Excel 2013 Application Support Checklist

Table of Contents - Application Support Checklist

Strategy to Detect Excel 2013 Formula Errors Basic User Intermediate User Expert User

Strategy to Diagnose Excel 2013 Printing Errors Basic User Intermediate and Expert Users

Strategy to Diagnose Emailing a Spreadsheet Error Basic User Intermediate and Expert Users

Strategy for problems protecting Formulas in an Excel 2013 Workbook Basic User Intermediate and Expert Users

Strategy to Diagnose problems with text layout in Excel 2013 spreadsheet All Users

MS Excel 2013 Application Support Checklist

Word count = 963 words/5 pages = A+

CIS/211 Week 3 Microsoft Excel 2013 Exercise - Part II

You are working at a support desk for a company providing on-site and telephone support to customers with various Microsoft Office questions. Your customers include people both in your company and outside of your company. Most of them have only a limited understanding of Office. Word Count: 322 words = A+ Situation 1: A business professional calls the support desk looking to use Excel to organize data for the monthly expense report. He has never used Excel prior to this and has inquired about the functions that would support him with this task. Word Count: 324 words = A+ Situation 2: A man calls the support desk and is having difficulties with his Excel spreadsheet. He has been trying to track his monthly grocery spending to find the daily average he spends on food. The spreadsheet is organized by day, and for the days in which no groceries were purchased, he enters zero. He is seeking assistance from the support desk to calculate the correct monthly average. Word Count: 363 words = A+ Situation 3: A local grocery store owner has created a spreadsheet containing the types of inventory she carries within the store. The spreadsheet contains 235 different kinds of inventory, defined by price, quantity on hand, ordered quantity, and category. Every time she scrolls through the data set, she loses her placement. She is seeking assistance from the support desk to

effectively scroll through the data sheet and manage this large data set.

Learning Team MS Access 2013 Application Support Checklist

Table of Contents

Strategy to Detect MS Access 2013 Table Errors Basic User Intermediate User Expert User

Strategy to Diagnose MS Access 2013 Query Errors Basic User Intermediate and Expert Users

Strategy to Diagnose MS Access 2013 Data Gathering Errors Basic User Intermediate and Expert Users

Strategy for Diagnose MS Access 2013 Validation Errors Basic User Intermediate and Expert Users

Strategy to Diagnose MS Access 2013 Database Errors All Users

MS Access 2013 Application Support Checklist

Word count = 1,072 words/5 pages = A+

CIS/211 Week 4

MS Access 2013 Exercise - Part I Complete the following tasks using Microsoft Access.

The database consists of two tables.

1. Name both tables. 2. Establish a primary key for each table 3. Create a relationship between the two tables. 4. Set appropriate properties for all fields. 5. Enter at least five mock student records in Table One. In Table Two, enter at least three

courses for each students listed in Table One. 6. Create a report containing ID numbers, first names, last names, courses, and letter grades

for all students. 7. Create a query to search for students with all course grades above B. Display the ID

number, first name, and last name in the query. Include the following information in the tables:

o Table one Student ID First name Last name Gender Phone number Address Major Minor

o Table two Student ID Course Letter grade

MS Access Exercise - Part II

Write a 1-page response for each of the following telephone support scenarios. You are working at a support desk for a company providing on-site and telephone support to customers with various Microsoft Office questions. Your customers include people both in your company and outside of your company. Most of them have only a limited understanding of

Office. Word Count: 336 words = A+ Situation 1: Jack, a veterinarian, has experienced tremendous growth within his business. Currently, all animal records are shelved in folders and are sorted alphabetically by the owners name. Jack is ready to rid himself of the time and space these files take and has inquired about Access. He has asked about the key functions of using Access and how a table, query, primary key, and report are important to his database needs. Word Count: 338 words = A+ Situation 2: Frank has created a database to inventory his customers past due accounts to ensure that he receives payment. He has created two tables: one for the customers demographics and the other for the type of services rendered. When he creates a report, the customers demographics are all that are displayed, not the amount that is past due. Word Count: 249 words = A+ Situation 3: Stephanie has been using the same database and queries to track her commemorative plate collection. She has recently discovered that her plates have serial numbers and has decided to record this within her Access database. When she replaced each plates ID with the appropriate serial number, she was unable to use her queries. She has called the support desk wanting to know why this has happened. Stephanie also wants to know if each serial number is unique or similar to the assigned ID number she has used in the past.

Learning Team

MS PowerPoint 2013 Application Support Checklist

Table of Contents

Strategy to Diagnose Errors when adding Graphs to Slide Basic User Intermediate User Expert User

Strategy to Diagnose Errors when adding Video to Presentation Basic User Intermediate and Expert Users

Strategy to Diagnose Errors when Combining Presentations Basic User Intermediate and Expert Users

Strategy for Diagnose Errors when Emailing Presentations

Basic User Intermediate and Expert Users

Strategy to Diagnose Errors when adding Shockwave Animation to a Slide All Users

Word count = 1,481 words/7 pages = A+

CIS/211 - Week 5 - Microsoft PowerPoint 2013

MS PowerPoint Exercise - Part I Create a Microsoft PowerPoint presentation by completing the following tasks:

The Microsoft PowerPoint presentation must contain at least six slides.

The topic of the presentation is about how to communicate effectively with customers of a support desk.

Create a master slide with a logo, footer, and selected font. Add notes to each slide. Insert a graphic or picture. Implement a background. Place a text box in the title slide with your name. Insert transitions to each slide. Adjust the text alignment in the title slide to center. Insert an organizational chart.

MS Outlook Step-by-Step Procedure Word Count: 404 words = A+ Write one step-by-step procedure for each of the Microsoft Outlook tasks listed below. The procedures must be written in Word and clearly show steps to perform the tasks. Set up a new e-mail account. Create an e-mail signature. Send a meeting request.

MS PowerPoint Exercise Part II Write a 1-page response for each of the following telephone support scenarios. You are working at a support desk for a company providing on-site and telephone support to customers with various Microsoft Office questions. Your customers include people both in your company and outside of your company. Most of them have only a limited understanding of Office. Word Count: 593 words = A+ Situation 1: Susan, a pharmaceutical representative, has been assigned the responsibility to construct a presentation about a new drug that has been approved by the Food and Drug Administration. She has called the support desk regarding PowerPoint and wants to know the main functions of this software. Susans gathered data includes graphs, videos, and statistics of the new drug. Word Count: 318 words = A+ Situation 2: The training department from a local electronics store provides presentations to newly-hired employees about the company and its operations. Four employees have created these four presentations. The training supervisor has called the support desk asking if there is a way to unify the presentation without manually manipulating each slide. Word Count: 493 words = A+ Situation 3: Tim, a college sophomore, is having trouble with a PowerPoint presentation he e-mailed to himself from the librarys computer. When he opens the presentation, the slides transition too fast, the font changes, and the audio from each transition does not match. Tim has called the support desk to ask why this has happened and what he might do to fix the problem.

Word Count: 284 words = A+ Situation 4: George works from home and recently changed his Internet service provider (ISP). Consequently, he has been required to change his account settings in Microsoft Outlook to

accommodate his new ISP. He has recently called the support desk due to an error he is receiving when sending outgoing e-mails. George wants to know why he can receive e-mail messages but is unable send them.

Learning Team Final Common Errors in Microsoft Office 2013

Paper and Presentation

Finalize and submit your Common Errors in Microsoft Office Paper and Presentation. Using the information accumulated by your Learning Team in Weeks One through Five, compile the application support checklists created for Microsoft Word, Excel, Access, PowerPoint, and Outlook. Create a 10- to 15-slide Microsoft PowerPoint presentation to summarize your findings for each Microsoft Word, Excel, Access, PowerPoint, and Outlook application. The presentation must be reflective of a reference for application support.