Questions and Answers

Lesson 1 Review

Page 4-22

1.

A user has a POP3 e-mail account from an ISP, and he reports that he cannot send e-mail. He can receive e-mail. Which of the following is most likely the problem?

1. The Mail Account name in the Internet E-Mail Settings dialog box (accessed by clicking More Settings in the E-Mail Accounts dialog box) has a typographical error.

2. The SMTP server name is incorrectly configured in the user’s e-mail settings.

3. The ISP’s POP3 mail server is down.

4. The user has not typed in the correct password.

2.

A client who has been using Outlook Express has recently installed Microsoft Office 2003. He reports that when he opened Outlook for the first time, he tried to create an e-mail account, but as the procedure progressed, he got confused and clicked Cancel in the remaining dialog boxes instead of working through them. He now reports that he can send and receive e-mail, but he cannot access his address book and he cannot locate his old mail messages. What should you tell the user to do?

1. Uninstall and reinstall Outlook 2003. After the application has been reinstalled, tell him to call back, and you will walk him through the procedure.

2. Delete the existing account using the E-Mail Accounts Wizard. Re-create the account using the same wizard, and follow the prompts for importing the address book and mail messages.

3. Click Tools, and click Address Book. In the Address Book window, click File, and click Import And Export. Import the address book used for Outlook Express.

4. Open Outlook, and on the File menu, click Import And Export. Work through the Import And Export Wizard to import both mail messages and the address book.

3.

There are several ways to export address books and e-mail messages. Match the user’s requirements on the left with the best export option on the right.

1. The address book will be stored in a Word document.	a) Personal folder files
2. The address book will be stored as a database file.	b) Microsoft Excel
3. Messages will be stored as a backup of Outlook data and will not be used by any other program.	c) CSV (Windows)
4. The address book will be stored as an .xls file.	d) Microsoft Access

Answers

1.	B is the correct answer. The SMTP mail server is responsible for sending e-mail. A is incorrect because the name used in the Internet E-Mail Settings dialog box is a friendly name. A typographical error would not cause a connectivity problem. C is incorrect because a POP3 server is used by a client to receive e-mail. D is incorrect because ISPs use the same password to send and receive e-mail.
2.	D is the correct answer. The Import And Export Wizard can be used to import both mail messages and an address book. A is incorrect because D is correct, and uninstalling and reinstalling is too drastic of an approach. B is incorrect because there are no prompts in the E-Mail Accounts Wizard for importing mail messages and an address book. C is incorrect because it is not a valid option.
3.	1-c. CSV (Windows) stores data so that it can be used by Word, PowerPoint, and third-party programs. 2-d. Microsoft Access is a database application. 3-a. Personal folder files are used only by Outlook for organizing and backing up Outlook data. 4-b. Microsoft Excel stores files with the .xls extension.

Lesson 2 Review

Page 4-30

1.	Configuring a newsgroup in Outlook 2003 involves several steps, each of which is listed next. Place the steps in the correct order. Open the newsreader from the Go menu. Type the name of the news (NNTP) server. Subscribe to the downloaded newsgroups. Use the Customize dialog box to drag the News command to the Go menu on the Menu bar. Create a news account by clicking Tools, clicking Accounts, and on the News tab, clicking Add.
2.	A user has asked you whether there is any way to prevent a particular person’s posts from showing up in the newsreader since that person posts hundreds of advertisements each week. What can you tell the user?

Answers

1.	The correct order is D, A, E, B, C.
2.	The Outlook newsreader and Outlook Express both feature a way to block particular senders. Once you do this, posts from that sender do not show up in the newsreader window.

Lesson 3 Review

Page 4-37

1.	A user reports that he received an error message from the company’s e-mail server. The message stated that he has met his quota for space on the server and needs to delete some of the e-mail he has stored there. He informs you that he has deleted some unnecessary folders from Outlook, reduced the items in his Sent Items folder, and emptied the Deleted Items folder. He wants help configuring the computer so that he does not receive these messages in the future. Which of the following applications or utilities is the best choice for configuring his computer? AutoArchive Mailbox Cleanup Junk E-Mail Macros
2.	A user reports that he set up AutoArchive in Outlook 2003 to permanently delete items that are two weeks old, no matter which folder they are in. However, the items are not being deleted after 14 days but instead are being deleted every 21 days. What is the likely cause of this? A retention policy has been set by network administrators. The deleted items have been moved to the Junk E-Mail folder. The settings configured in Mailbox Cleanup conflict with the settings configured in AutoArchive. Mailbox Cleanup has priority when conflicts arise. AutoArchive has been disabled because there is less than 200 MB of free space on the computer hard disk.

Answers

1.

A is the correct answer because AutoArchive will move old items to an archive file on the computer and automatically delete those items that are a specific number of days old. B is incorrect because Mailbox Cleanup is used to sort and delete files. Although AutoArchive can be started from inside Mailbox Cleanup, most of the options for it are not available. C is incorrect because the Junk E-Mail utility works only with junk e-mail and does not automatically archive any e-mails or delete e-mail automatically. D is incorrect because macros do not have anything to do with maintaining Outlook and folder size.

2.

A is correct. Retention policies for e-mail archiving and deletion override AutoArchive settings. B is incorrect because deleted items would not be placed in this folder. C is incorrect because using AutoArchive settings in Mailbox Cleanup simply runs the AutoArchive component with its configured settings. D is incorrect because AutoArchive does not become disabled because of disk space issues.

Lesson 4 Review

Page 4-42

1.

A user has recently set up an e-mail account in Outlook and is having trouble accessing his e-mail server. When he tries to send and receive in Outlook, he gets a dialog box that asks for his user name and password. No matter what he types in the box, it does not work. Why might Outlook be showing the user this dialog box? What can you do to help the user?

2.

Match the interface problem on the left with the solution on the right.

1. Navigation pane is missing.	a. Click Go, and click the item to display in the Navigation pane.
2. Reading Pane is missing or in the wrong area of the interface.	b. Click View, and check Navigation Pane.
3. E-mails are arranged in the wrong order.	c. Right-click the Menu bar, and select the missing item.
4. Missing Task pane, Standard toolbar, Advanced toolbar, or Web toolbar.	d. Click Tools, click Options, and click the Other tab. Click Navigation Pane Options, and in the Navigation Pane Options dialog box, clear unwanted items.
5. Cannot view items in the Navigation pane, or the Navigation pane has changed.	e. Click View; point to Arrange By; and choose Date, Conversation, From, To, Folder, Size, Subject, Type, Flag, Attachments, E-Mail Account, Importance, Categories, or Custom.
6. Items in the Navigation pane are not needed.	f. Click View, point to Reading Pane, and click Right or Bottom.

Answers

1.

Outlook is displaying this dialog box because it is having trouble authenticating the user’s credentials with the e-mail server. Many times this happens when there is a networking problem. However, since the account has recently been set up, it is more likely that the user name or password was entered incorrectly during setup. You can test this by going to the E-Mail Accounts dialog box, selecting the account involved, and using the Test Settings feature.

2.

1-b, 2-f, 3-e, 4-c, 5-a, 6-d

Lesson 5 Review

Page 4-48

1.	A user reports that he configured specific fonts to use when composing a new message, when replying and forwarding messages, and when using stationery. However, each time he composes a message or replies or forwards one, the same font is always used. It is the 12-point Courier New font that he configured for composing and reading plain text. When he closes the Fonts dialog box, he selects the Always Use My Fonts check box, but he still can only compose e-mail using 12-point Courier New. What is the cause of the problem? The fonts chosen for new mail, for replying, and for forwarding are not installed on the computer or are corrupt. Reinstall the fonts. The display settings on the computer are set to 800 X 600 pixels. Reconfigure the display settings to 1024 X 768. The mail format settings are configured to compose messages in plain text. Configure them to use HTML or rich text. The advanced settings for Internet Format (on the Mail Format tab of the Options dialog box) are set to encode attachments in UUENCODE format when a plain text message is sent.
2.	A user wants to be able to check her e-mail from her home computer and from her notebook computer when she travels. She has a POP3 account with her ISP. How can you help her?

Answers

1.	C is correct. If messages are composed in plain text, the plain text font will be applied. A is incorrect because the font would not be listed if it were not available. B is incorrect because the display settings do not have anything to do with the configured fonts. D is incorrect because it applies only when a plain text message is selected.
2.	The best way to set her accounts up in this situation would be to configure her account on her home computer normally and then configure the account on the notebook computer to leave a copy of the messages on the server when it checks e-mail. This way, all messages eventually come to the home computer for permanent storage.

Case Scenario Exercises: Scenario 4.1

Page 4-49

1.

A home user has purchased a new computer and plans to get rid of the old one. She has backed up her My Documents, My Pictures, and My Videos folders to three CDs. The only other thing the user wants to transfer to the new computer is her address book. She does not want to transfer her messages, e-mail account settings, or news account settings. What is the fastest way to move this data to the new computer? She uses Outlook Express.

1. From the old computer, use Outlook Express to export the address book to a floppy disk, and then use that disk to import the address book into the new computer. Use the CDs already burned to transfer the folder data.

2. Connect the two computers by using a null-modem cable, and use the Files And Settings Transfer Wizard to transfer the data.

3. Connect the two computers by using a hub and Ethernet cables, and then drag and drop the folders between computers. At the new computer, import the address book by using the Import command.

4. At the new computer, use Outlook Express to import the address book from the old computer. Use a null-modem cable to connect. Use the CDs already burned to transfer the folder data.

Answers

1.

A is the correct answer because it is the fastest way to perform the data exchange. B, C, and D are all incorrect because the user is replacing the old computer with the new one and has no intention of keeping the old one. Because of that, networking the computers using either Ethernet or a null-modem cable would take too much time and effort and would not be the best choice.

Case Scenario Exercises: Scenario 4.2

Page 4-50

1.

A small business user in a graphics company reports that he recently set his junk e-mail option to High because he has been getting an incredible amount of spam lately. After asking a few questions, you discover that he joined three newsgroups last month and created his own company website, where he posted his e-mail address. He reports that although most junk e-mail is caught, he is getting complaints from his clients that he is not responding to their e-mails in a timely fashion. He wants to block the junk e-mail, but he also wants to receive the large attachments and pictures that Outlook thinks are junk e-mail. What should you advise this user to do? Although more than one answer is viable, choose the single best answer.

1. Unsubscribe from the newsgroups. As long as he is subscribed to them, he will continue to get junk e-mail. Remove his e-mail address from his website, and replace it with his phone number.

2. Add each client to the safe senders list in the Junk E-Mail Options dialog box.

3. Open the Junk E-Mail folder, and for each item, click Actions, point to Junk E-Mail, and select Add Sender To Blocked Senders List.

4. Open the Junk E-Mail folder, and for each item that is a valid e-mail, click Actions, point to Junk E-Mail, and select Add Sender To Safe Senders List.

Answers

1.

B is the best answer. E-mail addresses added to the safe senders list will never be mistaken for junk e-mail. A is incorrect because the user should be able to access newsgroups and have his e-mail address on his website if he desires. C is incorrect because this process would take too long and would be ineffective. Spammers change their addresses regularly. D is incorrect because it would affect the user’s e-mail only after the items had been sent to the Junk E-Mail folder.