Index_C

C

cable modems, 8–12 to 8–14

cables, ports, 12–3 to 12–4

cache

Disk Cleanup, 2–28

temporary Internet files, 5–18 to 5–24

calculations, Excel

formulas, 7–20 to 7–23

operators, 7–23

overview, 7–20

troubleshooting, 7–24

Calendar, Outlook, 7–46 to 7–47

call centers, 1–16 to 1–17

call resolutions

overview, 2–1

questions to ask

overview, 2–2

scripts, 2–4

types, 2–2 to 2–4

reproducing problems, 2–4

solutions

documenting service calls, 2–18

implementing, 2–16 to 2–18

overview, 2–7

personal knowledge bases, 2–18

procedures, 2–7 to 2–8

researching, 2–9 to 2–16

task prioritization, 2–17

cameras, ports, 12–4 to 12–5

Cannot Edit error, 7–13

Can’t Access Hard Disk error, 6–19

Can’t Copy File To Disk error, 6–19

Category view, 3–30

CDs, AutoPlay, 9–38

cells. See Excel

Centronics ports, 12–4

certifications, 1–11, 1–17

Change permissions, 9–7, 9–10

character sets, 5–5 to 5–6

characters

passwords, 9–26

shared file names, 9–6

charger kits, 12–4

charts. See Excel

Check Disk, 3–43

Check Grammar As You Type option, 6–45

checking

device connectivity, 8–31

device functionality, 8–4 to 8–6

modems, 8–7

network connections, 8–3

physical connections, 8–6

checks, Internet Explorer toolbar list, 5–33

child permissions, 9–12

child website access limitations, 5–12 to 5–13

Chkdsk, 3–43

classic folders, Windows, 3–28 to 3–30

Classic Start menu, 3–16 to 3–17

clearing

AutoComplete history, 5–35

connections, 8–17, 8–23

frequently used programs, 3–14

Internet Explorer toolbars, 5–33

Click and Type option, 6–32

closing

Explorer bar, 5–9

Outlook Deleted Items, emptying at, 4–31

programs, 3–6 to 3–7

code editors, 5–37

collaboration functionality, 6–4

colors

folder options, 3–29

Web pages, 5–2

columns. See Excel

combining permissions, 9–13, 9–21

commands

networking

ipconfig /all, 8–34 to 8–35

net view, 8–35

overview, 8–31

pathping, 8–36

ping, 8–31 to 8–33

tracert, 8–36

Office menus, 6–27

Outlook, missing, 4–40

communication skills, DSTs, 1–5

compacting data, 4–37, 7–42

company documentation, 2–10

compatibility

e–mail attachments, 7–39

multiboot computers, 11–16 to 11–17

multiuser computers, 11–5

Office installations, 6–3

ports, 12–3

program compatibility modes, 6–6 to 6–9, 11–16 to 11–17

Complete Install option, 6–14

complex passwords, requirements, 9–26

components

driver updates, 10–5

Office options, 6–14 to 6–15

composition options, e–mail, 4–45

compression, 3–29, 5–20

Computer Administrator accounts, 11–2

Computer Configuration options, 9–35

computer security. See also passwords; permissions; security

firewalls

Internet Connection Firewall, 10–9 to 10–20

Internet Control Message Protocol, 10–13 to 10–15

logging, 10–11 to 10–13

overview, 10–9

service traffic, 10–15 to 10–17

small offices, 10–10 to 10–11

troubleshooting, 10–18

labs, 10–31

Microsoft Baseline Security Analyzer, 10–27 to 10–30

Office updates, 10–6

overview, 10–1

virus attacks, 10–21 to 10–26

Windows XP updates, 10–2 to 10–8

computers. See also devices; name resolution

connections inside, verifying, 8–6

Internet Connection Sharing, 8–46

multiboot, 11–8 to 11–20, 11–23 to 11–26

multiuser, 11–2 to 11–7

name verifications, 8–14

Office system requirements, 6–5

testing communication between, 8–36

conditional formulas, Excel, 7–22

configuration options

customizing, 15–1

Group Policy, 9–35 to 9–40

security, 17–1

usability, 14–1

configuring

applications, 13–5

Internet Explorer, 13–12

operating systems, 13–27

Outlook Express, 13–19

Conflicts folder, 4–33

connectivity

checking, 8–3 to 8–7, 8–31

configuring, 13–12

customizing, 15–11

device connection types, 12–2 to 12–9

dialing problems, 8–10 to 8–12

disconnection problems, 8–10 to 8–12

e–mail, 4–7, 4–27, 4–44 to 4–47, 7–40

Internet Connection Sharing, 8–46 to 8–48

labs, 8–50, 8–56

name resolution, 8–40 to 8–45

network configurations

APIPA, 8–25 to 8–26

cable, 8–12 to 8–14

DHCP, 8–24

domains, 8–19 to 8–26

DSL, 8–12 to 8–14

modems, 8–10 to 8–12

overview, 8–10

workgroups, 8–14 to 8–19

networking commands, 8–31 to 8–39

newsgroups, 2–16

overview, 8–1

physical, 8–3 to 8–9

testing, 8–31 to 8–33, 8–35 to 8–36

troubleshooting, 14–9

Contacts, Outlook, 7–47 to 7–48

Content Advisor, 5–12 to 5–13

Control Panel

access problems, 9–38

components, adding or removing, 7–5

folder options, 3–28

language settings, 3–22

regional settings, 3–22

Start menu list, 3–15

conversion cables, 12–3

converting file systems, 11–10

converting object file formats, 7–13

cookies

blocking, 5–26 to 5–28

deleting, 5–25

invalid page faults, 5–44

overview, 5–24

privacy settings, 5–26 to 5–28

types, 5–24

unsatisfactory, 5–24

Web pages, viewing, 5–42

Copy and Paste Special commands, 7–11

copying

e–mail on servers, 4–44 to 4–45, 4–47

Quick Launch icons, 3–10

corporate environments

domains, 1–9 to 1–11

entry–level jobs, 1–12

network types, 1–8 to 1–11

overview, 1–8

tier structure, 1–11

workgroups, 1–8

corrupted files. See recovering files

costs, reducing, 2–24 to 2–26

counters, account lockouts, 9–27

cradles, 12–4, 12–12

Crash Analysis reports, 7–51

critical updates, 10–4

cropped edges, objects, 7–13

CSV text files, 4–16

currency, language or regional settings, 3–22 to 3–23

custom. See customizing

custom fields, mapping, 4–13

Custom Install option, 6–14

customer service skills, DSTs, 1–5

customer support call resolution

overview, 2–1

questions to ask, 2–2 to 2–6

reproducing problems, 2–4

solutions

implementing, 2–16 to 2–18

overview, 2–7

researching, 2–9 to 2–16

troubleshooting procedures, 2–7 to 2–8

user education, 2–24 to 2–32

customer support roles

corporate environments

domains, 1–9 to 1–11

entry–level jobs, 1–12

network types, 1–8 to 1–11

overview, 1–8

tier structure, 1–11

workgroups, 1–8

desktop support technicians

expert users, leveraging, 1–4

overview, 1–3

skills, 1–5

user experience levels, 1–3

user past experiences, 1–5

noncorporate environments, 1–16 to 1–19

overview, 1–1 to 1–2

customizing. See also customizing Internet Explorer; customizing Office installations

applications, 15–5

bulleted lists, 7–8 to 7–9

computer settings, 9–35 to 9–40

dictionaries, 4–46

e–mail advanced settings, 4–5 to 4–9

firewall service definitions, 10–16

folder options, 3–28 to 3–32

Group Policy, 9–35 to 9–40

help files, 2–10

numbered lists, 7–8 to 7–9

Office menus, 6–35

Office toolbars, 6–34, 7–4

Outlook Express, 15–16

operating systems, 15–21

Quick Launch, 3–9

regional settings, 3–23

Start menus

adding items, 3–14 to 3–16

All Programs list, 3–13

Classic Start menu, 3–16 to 3–17

overview, 3–13

removing items, 3–14 to 3–16

customizing Internet Explorer

accessibility, 5–2 to 5–4

Content Advisor, 5–12 to 5–13

Explorer bar options, 5–9

favorites, 5–34

history, viewing, 5–7

home pages, 5–10

interface requests, 5–6 to 5–13

languages, 5–5 to 5–6

overview, 5–2

Profile Assistant, 5–5

related sites, 5–8 to 5–9

security, 5–41

titles, 5–10 to 5–12

toolbar button icons, 5–4

toolbars, 5–10 to 5–12, 5–33

Web page readability, 5–2 to 5–4

customizing Office installations

Custom Install, 6–15

menus, 6–26 to 6–28

Options dialog boxes, 6–29 to 6–34

overview, 6–23

sample service calls, 6–27 to 6–28

toolbars, 6–23 to 6–29