Maricopa Community Colleges  CIS103   19996-20086 
Official Course Description: MCCCD Approval: 07/22/08
CIS103 19996-20086 L+L 2 Credit(s) 3 Period(s)
Using Help Desk Software
Help desk software applications for tracking calls, querying data, recording macros, and generating reports.
Prerequisites: CIS105 or permission of Instructor.
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MCCCD Official Course Competencies:
CIS103   19996-20086 Using Help Desk Software
1. Describe processes for problem resolution at the help desk. (I)
2. Describe hardware needed to run a given help desk package.(II)
3. Describe the capabilities of a given help desk software package. (II)
4. Navigate through help desk software. (III)
5. Generate a work order. (IV)
6. Modify work order information. (V)
7. Perform a query on work orders. (VI)
8. Generate common and custom reports. (VII)
9. Use macros to automate help desk software. (VIII)
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MCCCD Official Course Outline:
CIS103   19996-20086 Using Help Desk Software
    I. Problem resolutions
        A. The help desk workflow
        B. Techniques for automating the workflow
      II. Help desk software
          A. Hardware that is needed
          B. Capabilities of the software
        III. Navigating through the software
            A. Logging in
            B. Displaying different windows
            C. Using on-line help
            D. Displaying software information
            E. Displaying hardware information
            F. Setting preferences
          IV. Generating a work order
              A. Entering field information
              B. Editing field information
              C. Using links
            V. Modifying work orders
                A. Reassigning work orders
                B. Closing work orders
              VI. Performing a query on work orders
                  A. Building a query
                  B. Using operators to perform a query
                  C. Setting query options
                  D. Sorting query results
                VII. Generating predefined and custom reports
                    A. The report window
                    B. Generating the report
                    C. Designing reports
                    D. Selecting fields
                    E. Sorting and grouping information
                    F. Performing calculations
                    G. Saving and printing reports
                  VIII. Using macros to automate help desk software
                      A. Definition of macros
                      B. Recording macros
                      C. Executing macros
                      D. Editing macros
                      E. Managing macros
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