Productivity Software and Client Support

Curriculum Guideline

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Course
CSIS 1140
Discontinued
No
Course Code
CSIS 1140
Descriptive
Productivity Software and Client Support
Department
Computing Studies & Information Systems
Faculty
Commerce & Business Administration
Credits
3.00
Start Date
End Term
Not Specified
PLAR
Yes
Semester Length
15 Weeks X 4 Hours per Week = 60 Hours
Max Class Size
35
Course Designation
None
Contact Hours
Lecture: 2 Hours per week Seminar/Lab: 2 Hours per week Total: 4 Hours per week
Method(s) Of Instruction
Lecture
Lab
Seminar
Learning Activities

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

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
  • Word processing software:
    • Table of content,
    • mail-merge,
    • newsletter,
    • and other advanced functions.
  • Spreadsheet software:
    • linking worksheets,
    • database management,
    • pivot table,
    • and other advanced functions.
  • Database management software:
    • table structure,
    • combo boxes,
    • switchboard,
    • and other advanced functions.
  • Presentation graphics software:
    • slide master,
    • customized slide presentation,
    • and other advanced functions.
  • Integration of different MS-Office documents by using object-linking embedding technique
  • E-mail and online support techniques:
    • customized task list,
    • instant messaging,
    • and other advanced functions.
  • 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
  • Tools, Problem Solving, and Processes
    • Tools and technologies for the support center
    • Creativity and problem-solving
    • Process integration
    • Other related topics
Learning Outcomes

The student will be able to:

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

Textbook Materials

Textbooks and Materials to be Purchased by Students

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

Prerequisites

CSIS1110 or CISY1110 or approved equivalent

Corequisites

Courses listed here must be completed either prior to or simultaneously with this course:

  • No corequisite courses
Equivalencies

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

  • No equivalency courses