Productivity Software and Client Support

Commerce & Business Administration
Computing Studies & Information Systems
Course Code
CSIS 1140
Semester Length
15 Weeks X 4 Hours per Week = 60 Hours
Max Class Size
Method Of Instruction
Typically Offered
To be determined


Course Description
In this course, the student develops mastery of advanced MS-Office features. Integration of data from different MS-Office applications will be covered. The student will learn about software support functions in an office setting and trouble-shooting techniques. Basic Help Desk support functions will be introduced and put into practice.
Note: Students who have received credit for CISY 1410 will not receive further credit for CSIS1140.
Course Content
  1. Word processing software:
    • Table of content,
    • mail-merge,
    • newsletter,
    • and other advanced functions.
  2. Spreadsheet software:
    • linking worksheets,
    • database management,
    • pivot table,
    • and other advanced functions.
  3. Database management software:
    • table structure,
    • combo boxes,
    • switchboard,
    • and other advanced functions.
  4. Presentation graphics software:
    • slide master,
    • customized slide presentation,
    • and other advanced functions.
  5. Integration of different MS-Office documents by using object-linking embedding technique
  6. E-mail and online support techniques:
    • customized task list,
    • instant messaging,
    • and other advanced functions.
  7. Help Desk user support:
    • Introduction to the support industry
    • Telephone communication skills
    • Dealing with difficult customer-service situations
    • Ethics in the workplace
    • Other related topics
  8. Tools, Problem Solving, and Processes
    • Tools and technologies for the support center
    • Creativity and problem-solving
    • Process integration
    • Other related topics
Methods Of Instruction

Lecture, seminar, role playing, "hands on" exercises in the computer lab

Means of Assessment
Assignments (Minimum: 4) 20% - 30%
Quizzes (1–4) 10% - 20%
Midterm Examination 25% - 30%
Final Examination 25% - 30%
Total         100%

Students may conduct research as part of their coursework in this class. Instructors for the course are responsible for ensuring that student research projects comply with College policies on ethical conduct for research involving humans, which can require obtaining Informed Consent from participants and getting the approval of the Douglas College Research Ethics Board prior to conducting the research.

Learning Outcomes

The student will be able to:

  1. use advanced features of an integrated software package including word processing, spreadsheet, database, presentation graphics;
  2. communicate online by using e-mail; manage an e-mailbox;
  3. diagnose and solve common problems by using problem solving techniques;
  4. develop and practice effective techniques in customer and help desk support.
Textbook Materials

Textbooks and Materials to be Purchased by Students

Shelly, Cashman. Microsoft Office 2003 Advanced Concepts and Techniques. Latest edition.  Course Technology



CSIS1110 or CISY1110 or approved equivalent


No corequisite courses.


Courses listed here are equivalent to this course and cannot be taken for further credit:

  • No equivalency courses

Course Guidelines

Course Guidelines for previous years are viewable by selecting the version desired. If you took this course and do not see a listing for the starting semester / year of the course, consider the previous version as the applicable version.

Course Transfers

Institution Transfer Details Effective Dates
Alexander College (ALEX) ALEX CPSC 1XX (3) 2008/09/01 to -
Camosun College (CAMO) CAMO COMP 156 (3) 2013/01/01 to -
Capilano University (CAPU) CAPU PSEL 1XX (3) 2004/09/01 to -
Kwantlen Polytechnic University (KPU) KPU CPSC 1XXX (3) 2007/09/01 to -
Langara College (LANG) LANG BCAP 1XXX (3) or LANG CSIS 1XXX (3) 2007/09/01 to -
Simon Fraser University (SFU) No credit 2007/09/01 to -
Thompson Rivers University (TRU) TRU COMP 1XXX (3) 2011/01/01 to 2019/04/30
Thompson Rivers University (TRU) TRU COMP 1XX (3) 2007/09/01 to 2010/08/31
Thompson Rivers University (TRU) DOUG CSIS 1110 (3) & DOUG CSIS 1140 (3) = TRU COMP 1XXX (3) & TRU COMP 1XXX (3) & TRU MIST 2611 (3) 2015/09/01 to 2019/04/30
Thompson Rivers University (TRU) TRU COMP 1XXX (3) 2010/09/01 to 2014/08/31
Thompson Rivers University (TRU) TRU CMPT 1XX (3) 2009/09/01 to 2010/12/31
Thompson Rivers University (TRU) TRU CMPT 119 (3) 2007/09/01 to 2009/08/31
Thompson Rivers University (TRU) DOUG CSIS 1110 (3) & DOUG CSIS 1140 (3) & DOUG CSIS 2200 (3) = TRU MIST 2610 (3) 2014/09/01 to 2019/04/30
University of British Columbia - Okanagan (UBCO) DOUG CSIS 1110 (3) & DOUG CSIS 1140 (3) & DOUG CSIS 1280 (3) = UBCO COSC 122 (3) 2007/09/01 to 2019/04/30
University of British Columbia - Vancouver (UBCV) No credit 2007/09/01 to -
University of the Fraser Valley (UFV) UFV CIS 110 (3) 2007/09/01 to -
University of Victoria (UVIC) UVIC CSC 105 (1.5) 2007/09/01 to -

Course Offerings

Fall 2021

There aren't any scheduled upcoming offerings for this course.