This course is not currently offered by Global Knowledge. Information here is provided for reference only.

Gain the knowledge and skills necessary to troubleshoot basic problems end users face while running Microsoft Windows XP Professional in an Active Directory network environment. This course provides an overview of application configuration and troubleshooting to those supporting Windows XP users, and it incorporates material from the Official Microsoft Learning Product 2262: Supporting Users Running Applications on Microsoft Windows XP.

Certification:

This course covers concepts addressed on Microsoft Certified Professional Exam 70-272: Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System.

What You'll Learn

• Troubleshoot application installation issues
• Configure and troubleshoot general settings
• Configure and troubleshoot security and privacy settings
• Configure and troubleshoot content and connectivity settings
• Configure and troubleshoot connectivity settings
• Customize Internet Explorer
• Configure and troubleshoot an Office installation
• Configure Office security and recoverability

Who Needs to Attend

Those new to the IT industry who have experience using Microsoft Office and basic Microsoft Windows navigation skills; Call center technicians with at least 6 months of experience who are looking to validate their support skills.

Prerequisites

• Experience using Microsoft Office
• Experience using a Microsoft Windows operating system such as Microsoft Windows XP

Follow-On Courses

There are no follow-ons for this course.

Course Outline

1. Introduction to Supporting Users Running Applications on Windows XP

• Overview of Desktop Application Support
• The Windows System Architecture and Desktop Application Support
• Troubleshooting Application Installation Issues

2. Troubleshooting Desktop Application Support Issues

• Troubleshooting Win32 applications
• Troubleshooting security issues related to applications
• Troubleshooting application compatibility issues
• Troubleshooting MS-DOS-based and Win16 applications

3. Troubleshooting Issues Related to Internet Explorer

• Configuring and Troubleshooting General Settings
• Configuring and Troubleshooting Security and Privacy Settings
• Configuring and Troubleshooting Content Settings
• Configuring and Troubleshooting Connectivity Settings
• Configuring and Troubleshooting Program Settings
• Customizing Internet Explorer

4. Troubleshooting Issues Related to Outlook

• Configuring Outlook to Use Exchange Server
• Configuring Outlook Data
• Configuring Outlook for Internet E-Mail
• Troubleshooting Outlook

5. Troubleshooting Issues Related to Office

• Configuring and Troubleshooting an Office Installation
• Configuring Office Security
• Configuring Office Recoverability
• Configuring Office Language Features

6. Troubleshooting Issues Related to Outlook Express

• Configuring Outlook Express for E-Mail
• Importing and Exporting Outlook Express Data
• Configuring Outlook Express for Newsgroups

Labs

Lab 1: Troubleshooting Desktop Application Support Issues

• Troubleshoot a non-responsive application
• Troubleshoot security issues related to applications

Lab 2: Troubleshooting Issues Related to Internet Explorer

• Troubleshoot Internet Explorer issues related to general settings
• Troubleshoot Internet Explorer issues related to security settings
• Troubleshoot Internet Explorer issues related to connectivity settings
• Troubleshoot Internet Explorer issues related to advanced settings
• Customize Internet Explorer

Lab 3: Troubleshoot Issues Related to Outlook

• Troubleshoot RPC connections to Exchange Server
• Troubleshoot issues related to managing Outlook data
• Troubleshoot Outlook Internet Mail connectivity

Lab 4: Configuring Issues Related to Office

• Repair a damaged Office installation
• Enable document recovery
• Use Shadow Copy to recover previous versions of documents

Lab 5: Troubleshooting Issues Related to Outlook Express

• Configure Outlook Express for e-mail
• Troubleshoot issues related to Outlook Express data
• Configure Outlook Express for newsgroups