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This preparation guide includes information
about:
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Exam News
Exam 70-272 became available February 4, 2004.
Audience Profile
Candidates for this exam support end users who run Microsoft
Windows® XP Professional in a corporate environment or Microsoft
Windows XP Home Edition in a home environment. They should have
experience using applications that are included with the
operating system, such as Microsoft Internet Explorer and
Microsoft Outlook Express, as well as the productivity
applications used in a corporate environment, such as Microsoft
Office applications.
Candidates should be able to resolve operating system issues
by telephone, by connecting to an end user's system remotely, or
by visiting an end user's desktop. They should have a working
knowledge of operating in a workgroup or Active Directory®
domain environment and how end users are affected by each
environment.
This exam, when combined with 70-271 (the operating system
exam for desktop support technicians), should validate that a
candidate can successfully answer, or escalate, all calls from
end users.
Preparation Tools and Resources
We make a wealth of preparation tools and resources available
to you, including courses, books, practice tests, and Microsoft
Web sites. When you are ready to prepare for this exam, here's
where you should start.
Instructor-led Courses for This Exam
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Course 2261: Supporting Users Running the Microsoft
Windows XP Operating System
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Course 2262: Supporting Users Running Applications on a
Microsoft Windows XP Operating System
Microsoft Press Self-Paced Training Products
- Training Kit: Supporting Users and Troubleshooting
Microsoft Windows XP
Microsoft Certified Practice Tests
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MeasureUp: Visit the MeasureUp Web site to take a practice
test.
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Self Test Software: Visit the Self Test Software Web site
to take a practice test.
Microsoft Online Resources
- TechNet: Designed for IT professionals, this site includes
How-tos, best practices, downloads, technical chats, and much
more.
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Training & Certification Newsgroups: A newsgroup exists
for every Microsoft certification. By participating in the
ongoing dialogue, you take advantage of a unique opportunity
to exchange ideas with and ask questions of others, including
more than 750 Microsoft Most Valuable Professionals (MVPs)
worldwide.
Skills Being Measured
This certification exam measures your ability to
resolve end-user incident requests by configuring and
troubleshooting the Microsoft Windows XP operating
system. Before taking the exam, you should be proficient
in the job skills listed in the following matrix. The
matrix shows which Official Microsoft Learning Products
may help you reach competency in the skills being tested
in the exam.
| Configuring
and Troubleshooting Applications |
Configure and troubleshoot
Office applications.
- Answer end-user questions related to configuring
Office applications.
- Set application compatibility settings.
- Troubleshoot application installation problems.
- Configure and troubleshoot e-mail account settings.
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| Configure and troubleshoot
Internet Explorer. |
Configure and troubleshoot
Outlook Express.
- Answer end-user questions related to configuring
Outlook Express.
- Configure and troubleshoot newsreader account
settings.
- Configure and troubleshoot e-mail account settings.
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Configure the operating
system to support applications.
- Answer end-user questions related to configuring the
operating system to support an application.
- Configure and troubleshoot file system access and file
permission problems on multiboot computers.
- Configure access to applications on multiuser
computers.
- Configure and troubleshoot application access on a
multiple user client computer.
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| Resolving
Issues Related to Usability |
| Resolve issues related to
Office application support features. Tasks include
configuring Office applications and interpreting error
messages. |
| Resolve issues related to
Internet Explorer support features. Tasks include
configuring Internet Explorer and interpreting error
messages. |
| Resolve issues related to
Outlook Express features. Tasks include configuring Outlook
Express and interpreting error messages. |
| Resolve issues related to
operating system features. Tasks include configuring
operating system features and interpreting error messages.
|
| Resolving
Issues Related to Application Customization |
Resolve issues related to
customizing an Office application.
- Answer end-user questions related to customizing
Office applications.
- Customize toolbars.
- Configure proofing tools.
- Manage Outlook data, including configuring, importing,
and exporting data, and repairing corrupted data.
- Personalize Office features.
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| Resolve issues related to
customizing Internet Explorer. |
| Resolve issues related to
customizing Outlook Express. |
Resolve issues related to
customizing the operating system to support applications.
- Answer end-user questions related to customizing the
operating system to support an application.
- Customize the Start menu and taskbar.
- Customize regional settings.
- Customize fonts.
- Customize folder settings.
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| Configuring
and Troubleshooting Connectivity for Applications |
| Identify and troubleshoot
name resolution problems. Indications of such problems
include application errors. |
| Identify and troubleshoot
network adapter configuration problems. Indications of such
problems include application errors. |
| Identify and troubleshoot
LAN and Routing and Remote Access configuration problems.
Indications of such problems include application errors. |
| Identify and troubleshoot
network connectivity problems caused by the firewall
configuration. Indications of such problems include
application errors. |
| Identify and troubleshoot
problems with locally attached devices. Indications of such
problems include application errors. |
| Configuring
Application Security |
Identify and troubleshoot
problems related to security permissions.
- Answer end-user questions related to application
security settings.
- Troubleshoot access to local resources.
- Troubleshoot access to network resources.
- Troubleshoot insufficient user permissions and rights.
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| Identify and respond to
security incidents.
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| Manage application security
settings. |
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