Maricopa Community Colleges  CSR221   20042-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR221 20042-20086 L+L 1 Credit(s) 2 Period(s)
DSL Internet/Email Customer Service
Overview of Internet/email customer service in the Digital Subscriber Line (DSL) industry. Focuses on support and troubleshooting methods of various Internet and email software packages. Webmail/Netmail support and troubleshooting also covered.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSR221   20042-20086 DSL Internet/Email Customer Service
1. Describe the support provided by the Internet/email customer service help desk. (I)
2. Identify and support various Internet software packages including its features and upgrades. (II)
3. Demonstrate the ability to support the configuration and use of various Internet software packages. (II)
4. Identify and support various email software packages including its features and upgrades. (III)
5. Demonstrate the ability to support the configuration and use of various email software packages. (III)
6. Explain how to configure user profiles. (III)
7. Differentiate between webmail and netmail. (IV)
8. Troubleshoot Internet, email and webmail/netmail problems. (V)
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MCCCD Official Course Outline:
 
CSR221   20042-20086 DSL Internet/Email Customer Service
    I. Help Desk Basics
        A. Overview
        B. Communication
        C. Responsibilities
      II. Internet Software
          A. Types
          B. Features
          C. Installation
          D. Configuration
          E. Upgrades
          F. Preferences
        III. Email Software
            A. Types
            B. Features
            C. Installation
            D. Configuration
            E. Upgrades
            F. User Profiles
            G. Preferences
          IV. Webmail/Netmail
              A. Overview
              B. Differences
              C. Messages
                1. Sending
                2. Receiving
                3. Attachments
              D. Configuration Options
              E. Mailbox Configuration
              F. Enabling
              G. Address Book
            V. Troubleshooting
                A. Internet Software
                B. Email Software
                C. Webmail/Netmail
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