McDst Self-Paced Training Kit (Exam 70-272(c) Supporting Users and Troubleshooting Desktop Applications on a[... ]ystem)

Chapter 1: Introduction to Desktop Support

Table 1-1: End Users Have Varying Skill Levels

Table 1-2: An Overview of the Corporate Tier Structure

Table 1-3: Overview of the Telephone Call Center Tier Structure

Chapter 2: Resolving a Service Call

Table 2-1: Selecting the Right Newsgroup

Table 2-2: Teach and Inform the End User

Chapter 3: Troubleshooting the Operating System

Table 3-1: Advanced Taskbar Problems and Solutions

Table 3-2: Common Folder View Issues and Their Solutions

Table 3-3: Common File Types and the Programs Used to Open Them

Chapter 4: Microsoft Outlook and Outlook Express

Table 4-1: Internet E-Mail Settings

Table 4-2: Missing Interface Components

Chapter 5: Supporting Internet Explorer

Table 5-1: How Often Should Internet Explorer Check for Newer Versions of Web Pages?

Table 5-2: Security Zones and Default Settings

Table 5-3: Common Security Service Calls and Resolutions

Chapter 6: Installing and Configuring Office Applications

Table 6-1: Office Professional Edition 2003 Minimum Requirements

Table 6-2: Common Installation Problems

Table 6-3: Common Spelling and Grammar Requests and Solutions

Chapter 7: Troubleshooting Office Applications

Table 7-1: Restore Defaults

Table 7-2: Troubleshooting Linked Files

Table 7-3: Common Formulas

Table 7-4: Other Common Issues

Chapter 8: Common Connectivity Problems

Table 8-1: Resolving Common Internet Connectivity Calls

Table 8-2: Resolving Common Internet Connectivity Calls

Table 8-3: IP Addresses and Related Subnet Masks

Chapter 9: Security and Security Permissions

Table 9-1: Troubleshooting Simple File Sharing

Table 9-2: Troubleshooting Share Permissions

Table 9-3: Troubleshooting NTFS Permissions

Table 9-4: Common Group Policy Restrictions

Chapter 10: Protecting the Computer

Table 10-1: ICMP Options

Chapter 11: Troubleshooting Application Access on Multiuser, Multiple Boot, and Networked Computers

Table 11-1: Supported File Systems