A P P E N D I X E Appendixes Microsoft Office 97 Resource Kit

Other Support Resources




In This Chapter
Microsoft on the World Wide Web
Other Microsoft Support Programs
Training and Reference Resources

This appendix describes resources to help you support your Microsoft Office 97 users. Support is available directly from Microsoft by telephone and through various online services.

Top

Getting Support from Microsoft

If you have a question about Office, look first in the Office product documentation (the printed Getting Results book and online Help). You can also find updates and technical information in the Readme files that come with Office, and in various online sources, as explained later in this chapter. If you cannot find the answer you need, contact Microsoft Technical Support. Microsoft Technical Support offers high­quality technical support options that allow you to get what you need: the right answers right now.

Note Services and prices may vary outside the United States and Canada. Microsoft Technical Support is subject to current Microsoft pricing, terms, and conditions, and may change without notice.

Primary Support

In the United States, no­charge support from Microsoft support engineers is available through a toll call between 6:00;A.M. and 6:00;P.M. Pacific time, Monday through Friday, excluding holidays.

For technical support with this application Call this number
Microsoft Access (425) 635­7050
Microsoft Excel (425) 635­7070
Microsoft Office (425) 635­7056
Microsoft Office — Switcher Line (specifically for users switching to Office) (425) 635­7041
Microsoft Outlook (425) 635­7031
Microsoft PowerPoint (425) 635­7145
Microsoft Word (425) 462­9673

In Canada, support engineers are available through a toll call between 8:00;A.M. and 8:00;P.M. Eastern time, Monday through Friday, excluding holidays. Call (905);568­3503.

When you call, you should be at your computer and have the appropriate product documentation on hand. Be prepared to give the following information:

  • Version number of the Microsoft product that you are using

  • Type of hardware that you are using

  • Exact wording of any messages that appear on your screen

  • Description of what happened and what you were doing when the problem occurred

  • Description of how you tried to solve the problem

Outside the United States and Canada, contact Microsoft Product Support Services at the Microsoft subsidiary office that serves your area.

To get information about Microsoft subsidiary offices outside the United States and Canada

  1. On the Help menu in any Office application, click About Office application.

  2. Click Tech Support.

  3. Follow the instructions on your screen.

Priority Support

Microsoft Technical Support offers priority telephone access to Microsoft support engineers in the United States 24 hours a day, 7 days a week, except holidays. In Canada, priority support is available from 6:00;A.M. to 12:00;A.M. Eastern time, 7 days a week, excluding holidays. You can choose one of two payment options:

  • In the United States, call (900);555­2020; $55 (U.S.) per incident. Charges appear on your telephone bill. This option is not available in Canada.

  • In the United States and Canada, call (800);936­5500; $55 (U.S.) per incident. These services are billed to your VISA, MasterCard, or American Express card.

Other Support Options

Microsoft Technical Support offers annual fee­based support plans. For information in the United States, contact the Microsoft Technical Support Sales Group at (800);668­7975 between 6:00;A.M. and 6:00;P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, call (800);563­9048 between 8:30;A.M. and 6:30;P.M. Eastern time, Monday through Friday, excluding holidays. Technical support is not available through these sales numbers.

Text Telephone

Microsoft text telephone (TT/TDD) services are available for the deaf or hard­of­hearing. In the United States, using a TT/TDD modem, dial (425);635­4948 between 6:00;A.M. and 6:00;P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, using a TT/TDD modem, dial (905);568­9641 between 8:00;A.M. and 8:00;P.M. Eastern time, Monday through Friday, excluding holidays.

Microsoft FastTips

For Microsoft FastTips for desktop applications, call (800);936­4100 on a touch­tone telephone. Receive automated answers to common technical problems, and receive popular articles from the Microsoft KnowledgeBase;— all delivered by recording or fax. After you reach FastTips, use the following keys on your touch­tone telephone:

To do this Press this key on your telephone keypad
Advance to the next message *
Repeat the current message 7
Return to the beginning of FastTips #

Microsoft Sales

The Sales telephone number in the United States is (800);426­9400 between 6:30;A.M. and 5:30;P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, call (800);563­9048 between 8:00;A.M. and 8:00;P.M. Eastern time, Monday through Friday, excluding holidays. Call this number for information about Microsoft Solution Providers and for Business Value Reports for Office 97 and Windows95. This is not a technical support number.

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Microsoft on the World Wide Web

All of the Microsoft Office applications include menu commands that connect directly to sites on the World Wide Web. These commands appear on the Microsoft on the Web submenu (Help menu) in each application. If you have Web access, clicking these commands opens your Web browser and connects to the appropriate Web site.

Customizing Microsoft on the Web Commands (Windows only)

As an administrator, you might wish to redirect or disable the Web hyperlinks on the Office application Help menus. For example, users might not have access to the Web, or you might prefer to direct them to an internal support page on your intranet. You can do so by customizing settings in the Windows registry.

For more information about customizing or disabling the Microsoft on the Web submenu commands, see "Customizing Office Connections to the World Wide Web" in Chapter 7, "Customizing and Optimizing Microsoft Office."

World Wide Web Microsoft Office has a large amount of content on the World Wide Web. Some content that you may find especially useful include the following:

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Other Microsoft Support Programs

In addition to telephone support, Microsoft offers other resources to help you support your users.

Microsoft Through Online Services

Microsoft support resources are available on several popular online services.

America Online

You can take advantage of the information and tools available through the Microsoft Knowledge Base in America Online.

To use the Knowledge Base in America Online

  1. On the Go To menu, click Keyword.

  2. In the Keyword box, type microsoft and then click Go.

  3. In the Microsoft Resource Center, click the Knowledge Base button.

MSN, The Microsoft Network

You can access a number of Microsoft forums on MSN, the Microsoft Network online service. MSN includes the following forums:

  • Microsoft Access

  • Microsoft Excel

  • Microsoft Outlook

  • Microsoft PowerPoint

  • Microsoft Word

  • Microsoft Office

  • Microsoft Office Family

These forums are continually updated, so you should consult them for the most up­to­date information about the Office applications.

The Microsoft Knowledge Base

The Knowledge Base is the primary source of product information for Microsoft support engineers and customers. The Knowledge Base contains detailed how­to articles, in addition to answers to technical questions, bug lists, fix lists, and documentation corrections.

Knowledge Base articles are available on CD with a membership in the Microsoft Developer Network (MSDN) or a subscription to Microsoft TechNet. They are also available online from CompuServe (type go mskb, or go mdkb for the developer Knowledge Base) and the Microsoft Download Service (MSDL).

World Wide Web For more information, connect to the Microsoft Technical Support Knowledge Base home page at:

http://www.microsoft.com/kb/

Microsoft Download Service

The MSDL operates in the same manner as any MS­DOS­based computer bulletin board system (BBS). MSDL contains Application Notes, driver files, and other types of support files you might want to download.

To use MSDL, you must have a modem and a terminal package such as Microsoft Works or Windows95 HyperTerminal. If you experience difficulty while you are working with the MSDL, try calling a local BBS so you can avoid paying long­distance charges while trying to determine the cause of the problem. Technical support is not available on the MSDL.

MSDL supports 1200, 2400, 9600, and 14,400, baud rates (V.32 and V.42), with 8 data bits, 1 stop bit, and no parity. After you have chosen these settings, you can begin the session as follows.

To connect to Microsoft Download Service

  1. To reach MSDL, dial (425);936­6735.

  2. Type your full name and the location from which you are calling.

  3. At the MSDL Main Menu, type the number of the option you want.

From this menu you can download files, search the file index, view instructions for using MSDL, obtain a Windows driver library update, and obtain other information.

Microsoft Software Library

The Microsoft Software Library (MSL) is a collection of files pertaining to all Microsoft products, including drivers, utilities, Help files, and Application Notes. MSL files are available online from MSN, CompuServe, the Web, and Microsoft Download Service. You can also get the Microsoft Software Library on CD by joining the Microsoft Developer Network (MSDN) or by subscribing to Microsoft TechNet.

Microsoft TechNet

Microsoft TechNet is the comprehensive CD­ROM information resource for evaluating, implementing, and supporting Microsoft business products. A one­year subscription to Microsoft TechNet delivers two CDs every month with over 150,000 pages of up­to­date technical information. The first CD is packed with current technical notes, reviewers' guides, backgrounders, Microsoft product resource kits, the entire Microsoft Knowledge Base, and much more. The second CD contains the Microsoft Software Library with the latest drivers and service packs for Microsoft products.

To subscribe to Microsoft TechNet, see your local authorized reseller or call (800);344­2121, weekdays, between 6:30;A.M. and 5:30;P.M. Pacific time. For international orders, call (510);275­0826 (in the U.S.) for contacts in your region.

A one­year single­user subscription to Microsoft TechNet is $299 (U.S.) and $399 (Canada). A server­unlimited users license for TechNet is $699 (U.S.) and $999 (Canada).

World Wide Web For more information about Microsoft Technet, connect to the TechNet home page at:

http://www.microsoft.com/technet/

Microsoft Developer Network

MSDN is the official source from Microsoft for comprehensive programming information, development toolkits, and testing platforms. MSDN delivers all of this through a quarterly subscription, so subscribers can be confident that they're always working with the most up­to­date information and technology.

An MSDN subscription is essential if you are targeting any of the Windows platforms, or you want to get the most out of Microsoft's development products, such as Visual Basic, Visual C++, Visual J++, and Microsoft Access.

To join the Developer Network in the United States and Canada, call (800);759­5474, 6:30;A.M. to 5:30;P.M. For information about joining the Developer Network in other countries, call (510);275­0963.

World Wide Web For more information about the Microsoft Developer Network, connect to the Microsoft Developer Network Online home page at:

http://www.microsoft.com/technet/

Microsoft Solution Providers

Microsoft Solution Providers are independent organizations that provide consulting, integration, development, training, technical support, or other services with Microsoft products. Microsoft equips Solution Providers with information, business development assistance, and tools that help create additional value with Microsoft­based software technology. To locate a Microsoft Solution Provider in your area, or for more information on the Microsoft Solution Provider program in the United States, call Microsoft at (800);SOLPROV (or (800);765­7768). In Canada, call (800);563­9048.

World Wide Web For more information about Microsoft Solution Providers, connect to the Solution Providers home page at:

http://www.microsoft.com/msp/

Microsoft Authorized Support Centers

Microsoft Authorized Support Centers (ASCs) are a select group of strategic support providers who offer high quality customized support services for each phase of your system development, including planning, implementing, and maintaining your multivendor environment. Services include:

  • On­site support

  • Integration and implementation services

  • Help desk services

  • Hardware support

  • Development resources

Choosing an ASC allows you to work with one vendor for all of your technical support and service needs. You can also combine ASC services with your in­house Help desk or the Microsoft support service option that best fits your support needs.

For more information about the ASC program, in the United States call (800);936­3500 between 6:00;A.M. and 6:00;P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, call (800);563­9048 between 8:00;A.M. and 8:00;P.M. Eastern time, Monday through Friday, excluding holidays.

World Wide Web For more information about Microsoft Authorized Support Centers, connect to the Service Advantage home page at:

http://www.microsoft.com/syspro/servad/

Microsoft Consulting Services

Microsoft Consulting Services (MCS) provides services that allow corporations, governments, and other institutions worldwide to design and build client­server applications using Microsoft technology. MCS consultants are experienced in designing custom solutions for order entry, payroll, and a variety of other business functions.

For more information, call (800);426­9400 or the Microsoft Consulting Services office nearest you.

World Wide Web For more information about Microsoft Consulting Services, connect to the Microsoft Consulting Services home page at:

http://www.microsoft.com/msconsult/

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Training and Reference Resources

Microsoft offers training services to help you become an expert in Microsoft solutions. These services include the Microsoft Certified Professional Program and Microsoft Technical Education courses. In addition, a large library of books and other training and reference products is available from Microsoft Press.

Microsoft Certified Professional Program

The Microsoft Certified Professional program offers an excellent way to show employers and clients that you have proven knowledge and skills to help them build, implement, and support effective solutions, and that you have the validated expertise to help them get the most out of their technology investment. As a Microsoft Certified Professional, you are recognized and promoted by Microsoft as an expert with the technical skills and knowledge to implement and support solutions with Microsoft products.

To become a Microsoft Certified Professional, you must pass a series of rigorous, standardized certification exams. When you become a Microsoft Certified Professional, you receive benefits including access to technical information, use of the Microsoft Certified Professional logo, and special invitations to Microsoft conferences and technical events.

For more information about the Microsoft Certified Professional program, call Microsoft at (800);636­7544 in the United States and Canada. In other countries, contact your local Microsoft subsidiary office. Ask for the Microsoft Education and Certification Roadmap, an online guide to Microsoft Education and Certification.

World Wide Web For more information about the Microsoft Certified Professional program, connect to the Microsoft Training and Certification home page at:

http://www.microsoft.com/train_cert/

Microsoft Technical Education

Microsoft technical education materials provide computer professionals with the knowledge required to expertly install and support Microsoft solutions. Courses are developed straight from the source;— by the Microsoft product and technical support groups. They include in­depth, accurate information and hands­on labs based on real­world experience. Microsoft courses are designed to help you prepare effectively for Microsoft Certified Professional exams.

Microsoft curriculum is available in two forms:

  • Instructor­led classes are delivered by Microsoft Certified Trainers at Microsoft Authorized Technical Education Centers (ATECs). As members for the Solution Provider program, the ATECs are independent businesses that have been evaluated as qualified to deliver official Microsoft curriculum.

  • Self­paced curriculum materials developed by Microsoft allow you to learn at your convenience. Hands­on lab exercises are included.

For full course descriptions and referral to an ATEC, call (800);SOLPROV ( or (800);765­7768) in the United States and Canada In other countries, contact your local Microsoft subsidiary office. Ask for the Microsoft Education and Certification Roadmap, an online guide to Microsoft Education and Certification.

World Wide Web For more information about Microsoft technical education programs, connect to the Microsoft Training and Certification home page at:

http://www.microsoft.com/train_cert/

Microsoft Press Titles

Following is a list of publications to consult for additional information about Office, the individual Office applications, and the Windows95 and WindowsNT operating systems. These books are published by Microsoft Press and available wherever computer books are sold. In the United States you can place a credit card order directly with Microsoft Press by calling (800);MS PRESS. In Canada, call (800);667­1115 for direct ordering information. Outside the United States and Canada, fax (425);936­7329.

World Wide Web For more information about Microsoft Press, connect to the Microsoft Press home page at:

http://mspress.microsoft.com

Following is information about specific publications you may find useful.

Resource Kits

Microsoft Windows95 Resource Kit
Microsoft Corporation
Published by Microsoft Press
1376 pages with one CD
ISBN: 1­55615­678­2
This is the complete technical guide to planning for, installing, configuring, and supporting Windows95 in your organization. It includes details about how to install, configure, and support Windows95, plus valuable tools, utilities, and accessory software on CD.
Microsoft WindowsNT Workstation 4.0 Resource Kit
by Microsoft Corporation
Published by Microsoft Press
One volume and with one CD
ISBN: 1­57231­343­9
This book and CD set provides the in­depth technical information and tools for anyone who uses WindowsNT Workstation 4.0, including power users and application developers. Information about installing, configuring, networking, troubleshooting, and optimizing WindowsNT Workstation is included, with more than 45;MB of utilities and other valuable software on CD.
Microsoft WindowsNT Server 4.0 Resource Kit
by Microsoft Corporation
Published by Microsoft Press
Three volumes and with one CD
This three­volume set provides in­depth technical information and tools that WindowsNT Server;4.0 administrators need for installing, configuring, networking, troubleshooting, and optimizing WindowsNT Workstation and WindowsNT Server;4.0. It contains more than 45;MB of utilities and other valuable software on CD.

Note Single­volume updates to the Microsoft WindowsNT Server;4.0 Resource Kit, intended for use by those who already have the full three­volume set, are published approximately every six months.

Programming Guides and Technical References

Microsoft Office 97/Visual Basic Programmer's Guide
by Microsoft Corporation
Published by Microsoft Press
704 pages
ISBN: 1­57231­340­4
UPC: 790145134042
This guide teaches those with a grounding in the basics of Visual Basic how to create concise, efficient code with the powerful programming language used in Office 97. The book shows readers how to become more productive with Visual Basic for Applications by customizing and adapting tools for specific needs, including creating custom commands, menus, dialog boxes, messages, and buttons, as well as displaying custom online Help for all these elements.
Microsoft Office 97/Visual Basic Language Reference
by Microsoft Corporation
Published by Microsoft Press
3800 pages in a three volume set
ISBN: 1­57231­339­0
UPC: 790145133908
This reference manual includes core information about Visual Basic and the Visual Basic Editor, as well as reference material about Word Visual Basic for Applications, Microsoft Excel Visual Basic, Microsoft Access Visual Basic, PowerPoint Visual Basic, and DAO. Whether you are customizing Office 97 applications for your own use, creating custom applications for use by others, or writing applications that interact with Office 97, this book is an essential guide.
Microsoft Excel 97 Worksheet Function Reference
by Microsoft Corporation
Published by Microsoft Press
370 pages
ISBN: 1­57231­341­2
UPC: 790145134127
This reference manual provides power users with worksheet functions, which are shortcuts to finding solutions in spreadsheets involving mathematics, statistics, trigonometry, engineering, and accounting.
Building Microsoft Outlook 97 Applications
by Microsoft Corporation
Published by Microsoft Press
450 pages with one CD
ISBN: 1­57231­536­9
UPC: 790145153692
This results­oriented book offers both the nonprogrammer and experienced MIS professional the information, strategies, and sample applications they need to get started building useful workgroup applications and mail­enabled applications almost immediately.

Step by Step Series

The Step by Step series of books published by Microsoft Press offers you an easy way to teach yourself to use the Office 97 applications. This series is suitable for new users, as well as those upgrading or switching from competing programs. End­user editions in the series include Microsoft Office integration, Microsoft Access, Microsoft Excel, Microsoft PowerPoint, and Word, among many others.

The Step by Step series includes editions with information about Visual Basic. These editions are described below.

Microsoft Access 97/Visual Basic Step by Step
by Evan Callahan
384 pages with one CD
ISBN: 1­57231­319­6
UPC: 790145131966
Microsoft Office 97/Visual Basic Step by Step
by David Boctor
384 pages with one CD
ISBN: 1­57231­389­7
UPC: 790145138976
Microsoft Excel 97/Visual Basic Step by Step
by Reed Jacobson
384 pages with one CD
ISBN: 1­57231­318­8
UPC: 790145131881
Microsoft Word 97/Visual Basic Step by Step
Michael Halvorson and Chris Kinata
384 pages with one CD
ISBN: 1­57231­388­9
UPC: 790145138897

Microsoft White Papers

Microsoft produces white papers and other technical documents about Office 97. These documents provide detailed information about specific aspects of evaluating, using or supporting Office.

The following white papers are available on the Microsoft Web site, the KnowledgeBase, and Microsoft TechNet.

For this information See this white paper
A list of all the new features in Office 97. Office 97 Product Enhancements Guide
A description of how IntelliSense and the Office Assistant make it easier for users to get their work done. Office 97 IntelliSense Whitepaper
A description of how Web functionality has been combined with desktop productivity applications in Office 97. Office 97 Intranet Whitepaper
A discussion of the workgroup features implemented in Office 97. Office 97 Workgroup Whitepaper
A discussion of how a large organization can migrate its desktops to Office 97 easily and efficiently. Migrating to Office 97
Details about the performance testing completed early in the Office 97 development process. Office 97 Performance Whitepaper
Information about how to use Office 97 to quickly and cost­effectively create line­of­business applications. Office 97 Solutions Whitepaper


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Contents | << Previous | Next >> | Index

 
 
C H A P T E R    1 Part 1  Welcome to Microsoft Office Microsoft Office Resource Kit

How to Use the Microsoft Office Resource Kit Previous

Contents
Next

Index


In This Chapter
Microsoft on the World Wide Web
Other Microsoft Support Programs
Training and Reference Resources

This appendix describes resources to help you support your Microsoft Office 97 users. Support is available directly from Microsoft by telephone and through various online services.

Top

Getting Support from Microsoft

If you have a question about Office, look first in the Office product documentation (the printed Getting Results book and online Help). You can also find updates and technical information in the Readme files that come with Office, and in various online sources, as explained later in this chapter. If you cannot find the answer you need, contact Microsoft Technical Support. Microsoft Technical Support offers high­quality technical support options that allow you to get what you need: the right answers right now.

Note Services and prices may vary outside the United States and Canada. Microsoft Technical Support is subject to current Microsoft pricing, terms, and conditions, and may change without notice.

Primary Support

In the United States, no­charge support from Microsoft support engineers is available through a toll call between 6:00;A.M. and 6:00;P.M. Pacific time, Monday through Friday, excluding holidays.

For technical support with this application Call this number
Microsoft Access (425) 635­7050
Microsoft Excel (425) 635­7070
Microsoft Office (425) 635­7056
Microsoft Office — Switcher Line (specifically for users switching to Office) (425) 635­7041
Microsoft Outlook (425) 635­7031
Microsoft PowerPoint (425) 635­7145
Microsoft Word (425) 462­9673

In Canada, support engineers are available through a toll call between 8:00;A.M. and 8:00;P.M. Eastern time, Monday through Friday, excluding holidays. Call (905);568­3503.

When you call, you should be at your computer and have the appropriate product documentation on hand. Be prepared to give the following information:

  • Version number of the Microsoft product that you are using

  • Type of hardware that you are using

  • Exact wording of any messages that appear on your screen

  • Description of what happened and what you were doing when the problem occurred

  • Description of how you tried to solve the problem

Outside the United States and Canada, contact Microsoft Product Support Services at the Microsoft subsidiary office that serves your area.

To get information about Microsoft subsidiary offices outside the United States and Canada

  1. On the Help menu in any Office application, click About Office application.

  2. Click Tech Support.

  3. Follow the instructions on your screen.

Priority Support

Microsoft Technical Support offers priority telephone access to Microsoft support engineers in the United States 24 hours a day, 7 days a week, except holidays. In Canada, priority support is available from 6:00;A.M. to 12:00;A.M. Eastern time, 7 days a week, excluding holidays. You can choose one of two payment options:

  • In the United States, call (900);555­2020; $55 (U.S.) per incident. Charges appear on your telephone bill. This option is not available in Canada.

  • In the United States and Canada, call (800);936­5500; $55 (U.S.) per incident. These services are billed to your VISA, MasterCard, or American Express card.

Other Support Options

Microsoft Technical Support offers annual fee­based support plans. For information in the United States, contact the Microsoft Technical Support Sales Group at (800);668­7975 between 6:00;A.M. and 6:00;P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, call (800);563­9048 between 8:30;A.M. and 6:30;P.M. Eastern time, Monday through Friday, excluding holidays. Technical support is not available through these sales numbers.

Text Telephone

Microsoft text telephone (TT/TDD) services are available for the deaf or hard­of­hearing. In the United States, using a TT/TDD modem, dial (425);635­4948 between 6:00;A.M. and 6:00;P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, using a TT/TDD modem, dial (905);568­9641 between 8:00;A.M. and 8:00;P.M. Eastern time, Monday through Friday, excluding holidays.

Microsoft FastTips

For Microsoft FastTips for desktop applications, call (800);936­4100 on a touch­tone telephone. Receive automated answers to common technical problems, and receive popular articles from the Microsoft KnowledgeBase;— all delivered by recording or fax. After you reach FastTips, use the following keys on your touch­tone telephone:

To do this Press this key on your telephone keypad
Advance to the next message *
Repeat the current message 7
Return to the beginning of FastTips #

Microsoft Sales

The Sales telephone number in the United States is (800);426­9400 between 6:30;A.M. and 5:30;P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, call (800);563­9048 between 8:00;A.M. and 8:00;P.M. Eastern time, Monday through Friday, excluding holidays. Call this number for information about Microsoft Solution Providers and for Business Value Reports for Office 97 and Windows95. This is not a technical support number.

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Microsoft on the World Wide Web

All of the Microsoft Office applications include menu commands that connect directly to sites on the World Wide Web. These commands appear on the Microsoft on the Web submenu (Help menu) in each application. If you have Web access, clicking these commands opens your Web browser and connects to the appropriate Web site.

Customizing Microsoft on the Web Commands (Windows only)

As an administrator, you might wish to redirect or disable the Web hyperlinks on the Office application Help menus. For example, users might not have access to the Web, or you might prefer to direct them to an internal support page on your intranet. You can do so by customizing settings in the Windows registry.

For more information about customizing or disabling the Microsoft on the Web submenu commands, see "Customizing Office Connections to the World Wide Web" in Chapter 7, "Customizing and Optimizing Microsoft Office."

World Wide Web Microsoft Office has a large amount of content on the World Wide Web. Some content that you may find especially useful include the following:

Top

Other Microsoft Support Programs

In addition to telephone support, Microsoft offers other resources to help you support your users.

Microsoft Through Online Services

Microsoft support resources are available on several popular online services.

America Online

You can take advantage of the information and tools available through the Microsoft Knowledge Base in America Online.

To use the Knowledge Base in America Online

  1. On the Go To menu, click Keyword.

  2. In the Keyword box, type microsoft and then click Go.

  3. In the Microsoft Resource Center, click the Knowledge Base button.

MSN, The Microsoft Network

You can access a number of Microsoft forums on MSN, the Microsoft Network online service. MSN includes the following forums:

  • Microsoft Access

  • Microsoft Excel

  • Microsoft Outlook

  • Microsoft PowerPoint

  • Microsoft Word

  • Microsoft Office

  • Microsoft Office Family

These forums are continually updated, so you should consult them for the most up­to­date information about the Office applications.

The Microsoft Knowledge Base

The Knowledge Base is the primary source of product information for Microsoft support engineers and customers. The Knowledge Base contains detailed how­to articles, in addition to answers to technical questions, bug lists, fix lists, and documentation corrections.

Knowledge Base articles are available on CD with a membership in the Microsoft Developer Network (MSDN) or a subscription to Microsoft TechNet. They are also available online from CompuServe (type go mskb, or go mdkb for the developer Knowledge Base) and the Microsoft Download Service (MSDL).

World Wide Web For more information, connect to the Microsoft Technical Support Knowledge Base home page at:

http://www.microsoft.com/kb/

Microsoft Download Service

The MSDL operates in the same manner as any MS­DOS­based computer bulletin board system (BBS). MSDL contains Application Notes, driver files, and other types of support files you might want to download.

To use MSDL, you must have a modem and a terminal package such as Microsoft Works or Windows95 HyperTerminal. If you experience difficulty while you are working with the MSDL, try calling a local BBS so you can avoid paying long­distance charges while trying to determine the cause of the problem. Technical support is not available on the MSDL.

MSDL supports 1200, 2400, 9600, and 14,400, baud rates (V.32 and V.42), with 8 data bits, 1 stop bit, and no parity. After you have chosen these settings, you can begin the session as follows.

To connect to Microsoft Download Service

  1. To reach MSDL, dial (425);936­6735.

  2. Type your full name and the location from which you are calling.

  3. At the MSDL Main Menu, type the number of the option you want.

From this menu you can download files, search the file index, view instructions for using MSDL, obtain a Windows driver library update, and obtain other information.

Microsoft Software Library

The Microsoft Software Library (MSL) is a collection of files pertaining to all Microsoft products, including drivers, utilities, Help files, and Application Notes. MSL files are available online from MSN, CompuServe, the Web, and Microsoft Download Service. You can also get the Microsoft Software Library on CD by joining the Microsoft Developer Network (MSDN) or by subscribing to Microsoft TechNet.

Microsoft TechNet

Microsoft TechNet is the comprehensive CD­ROM information resource for evaluating, implementing, and supporting Microsoft business products. A one­year subscription to Microsoft TechNet delivers two CDs every month with over 150,000 pages of up­to­date technical information. The first CD is packed with current technical notes, reviewers' guides, backgrounders, Microsoft product resource kits, the entire Microsoft Knowledge Base, and much more. The second CD contains the Microsoft Software Library with the latest drivers and service packs for Microsoft products.

To subscribe to Microsoft TechNet, see your local authorized reseller or call (800);344­2121, weekdays, between 6:30;A.M. and 5:30;P.M. Pacific time. For international orders, call (510);275­0826 (in the U.S.) for contacts in your region.

A one­year single­user subscription to Microsoft TechNet is $299 (U.S.) and $399 (Canada). A server­unlimited users license for TechNet is $699 (U.S.) and $999 (Canada).

World Wide Web For more information about Microsoft Technet, connect to the TechNet home page at:

http://www.microsoft.com/technet/

Microsoft Developer Network

MSDN is the official source from Microsoft for comprehensive programming information, development toolkits, and testing platforms. MSDN delivers all of this through a quarterly subscription, so subscribers can be confident that they're always working with the most up­to­date information and technology.

An MSDN subscription is essential if you are targeting any of the Windows platforms, or you want to get the most out of Microsoft's development products, such as Visual Basic, Visual C++, Visual J++, and Microsoft Access.

To join the Developer Network in the United States and Canada, call (800);759­5474, 6:30;A.M. to 5:30;P.M. For information about joining the Developer Network in other countries, call (510);275­0963.

World Wide Web For more information about the Microsoft Developer Network, connect to the Microsoft Developer Network Online home page at:

http://www.microsoft.com/technet/

Microsoft Solution Providers

Microsoft Solution Providers are independent organizations that provide consulting, integration, development, training, technical support, or other services with Microsoft products. Microsoft equips Solution Providers with information, business development assistance, and tools that help create additional value with Microsoft­based software technology. To locate a Microsoft Solution Provider in your area, or for more information on the Microsoft Solution Provider program in the United States, call Microsoft at (800);SOLPROV (or (800);765­7768). In Canada, call (800);563­9048.

World Wide Web For more information about Microsoft Solution Providers, connect to the Solution Providers home page at:

http://www.microsoft.com/msp/

Microsoft Authorized Support Centers

Microsoft Authorized Support Centers (ASCs) are a select group of strategic support providers who offer high quality customized support services for each phase of your system development, including planning, implementing, and maintaining your multivendor environment. Services include:

  • On­site support

  • Integration and implementation services

  • Help desk services

  • Hardware support

  • Development resources

Choosing an ASC allows you to work with one vendor for all of your technical support and service needs. You can also combine ASC services with your in­house Help desk or the Microsoft support service option that best fits your support needs.

For more information about the ASC program, in the United States call (800);936­3500 between 6:00;A.M. and 6:00;P.M. Pacific time, Monday through Friday, excluding holidays. In Canada, call (800);563­9048 between 8:00;A.M. and 8:00;P.M. Eastern time, Monday through Friday, excluding holidays.

World Wide Web For more information about Microsoft Authorized Support Centers, connect to the Service Advantage home page at:

http://www.microsoft.com/syspro/servad/

Microsoft Consulting Services

Microsoft Consulting Services (MCS) provides services that allow corporations, governments, and other institutions worldwide to design and build client­server applications using Microsoft technology. MCS consultants are experienced in designing custom solutions for order entry, payroll, and a variety of other business functions.

For more information, call (800);426­9400 or the Microsoft Consulting Services office nearest you.

World Wide Web For more information about Microsoft Consulting Services, connect to the Microsoft Consulting Services home page at:

http://www.microsoft.com/msconsult/

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Training and Reference Resources

Microsoft offers training services to help you become an expert in Microsoft solutions. These services include the Microsoft Certified Professional Program and Microsoft Technical Education courses. In addition, a large library of books and other training and reference products is available from Microsoft Press.

Microsoft Certified Professional Program

The Microsoft Certified Professional program offers an excellent way to show employers and clients that you have proven knowledge and skills to help them build, implement, and support effective solutions, and that you have the validated expertise to help them get the most out of their technology investment. As a Microsoft Certified Professional, you are recognized and promoted by Microsoft as an expert with the technical skills and knowledge to implement and support solutions with Microsoft products.

To become a Microsoft Certified Professional, you must pass a series of rigorous, standardized certification exams. When you become a Microsoft Certified Professional, you receive benefits including access to technical information, use of the Microsoft Certified Professional logo, and special invitations to Microsoft conferences and technical events.

For more information about the Microsoft Certified Professional program, call Microsoft at (800);636­7544 in the United States and Canada. In other countries, contact your local Microsoft subsidiary office. Ask for the Microsoft Education and Certification Roadmap, an online guide to Microsoft Education and Certification.

World Wide Web For more information about the Microsoft Certified Professional program, connect to the Microsoft Training and Certification home page at:

http://www.microsoft.com/train_cert/

Microsoft Technical Education

Microsoft technical education materials provide computer professionals with the knowledge required to expertly install and support Microsoft solutions. Courses are developed straight from the source;— by the Microsoft product and technical support groups. They include in­depth, accurate information and hands­on labs based on real­world experience. Microsoft courses are designed to help you prepare effectively for Microsoft Certified Professional exams.

Microsoft curriculum is available in two forms:

  • Instructor­led classes are delivered by Microsoft Certified Trainers at Microsoft Authorized Technical Education Centers (ATECs). As members for the Solution Provider program, the ATECs are independent businesses that have been evaluated as qualified to deliver official Microsoft curriculum.

  • Self­paced curriculum materials developed by Microsoft allow you to learn at your convenience. Hands­on lab exercises are included.

For full course descriptions and referral to an ATEC, call (800);SOLPROV ( or (800);765­7768) in the United States and Canada In other countries, contact your local Microsoft subsidiary office. Ask for the Microsoft Education and Certification Roadmap, an online guide to Microsoft Education and Certification.

World Wide Web For more information about Microsoft technical education programs, connect to the Microsoft Training and Certification home page at:

http://www.microsoft.com/train_cert/

Microsoft Press Titles

Following is a list of publications to consult for additional information about Office, the individual Office applications, and the Windows95 and WindowsNT operating systems. These books are published by Microsoft Press and available wherever computer books are sold. In the United States you can place a credit card order directly with Microsoft Press by calling (800);MS PRESS. In Canada, call (800);667­1115 for direct ordering information. Outside the United States and Canada, fax (425);936­7329.

World Wide Web For more information about Microsoft Press, connect to the Microsoft Press home page at:

http://mspress.microsoft.com

Following is information about specific publications you may find useful.

Resource Kits

Microsoft Windows95 Resource Kit
Microsoft Corporation
Published by Microsoft Press
1376 pages with one CD
ISBN: 1­55615­678­2
This is the complete technical guide to planning for, installing, configuring, and supporting Windows95 in your organization. It includes details about how to install, configure, and support Windows95, plus valuable tools, utilities, and accessory software on CD.
Microsoft WindowsNT Workstation 4.0 Resource Kit
by Microsoft Corporation
Published by Microsoft Press
One volume and with one CD
ISBN: 1­57231­343­9
This book and CD set provides the in­depth technical information and tools for anyone who uses WindowsNT Workstation 4.0, including power users and application developers. Information about installing, configuring, networking, troubleshooting, and optimizing WindowsNT Workstation is included, with more than 45;MB of utilities and other valuable software on CD.
Microsoft WindowsNT Server 4.0 Resource Kit
by Microsoft Corporation
Published by Microsoft Press
Three volumes and with one CD
This three­volume set provides in­depth technical information and tools that WindowsNT Server;4.0 administrators need for installing, configuring, networking, troubleshooting, and optimizing WindowsNT Workstation and WindowsNT Server;4.0. It contains more than 45;MB of utilities and other valuable software on CD.

Note Single­volume updates to the Microsoft WindowsNT Server;4.0 Resource Kit, intended for use by those who already have the full three­volume set, are published approximately every six months.

Programming Guides and Technical References

Microsoft Office 97/Visual Basic Programmer's Guide
by Microsoft Corporation
Published by Microsoft Press
704 pages
ISBN: 1­57231­340­4
UPC: 790145134042
This guide teaches those with a grounding in the basics of Visual Basic how to create concise, efficient code with the powerful programming language used in Office 97. The book shows readers how to become more productive with Visual Basic for Applications by customizing and adapting tools for specific needs, including creating custom commands, menus, dialog boxes, messages, and buttons, as well as displaying custom online Help for all these elements.
Microsoft Office 97/Visual Basic Language Reference
by Microsoft Corporation
Published by Microsoft Press
3800 pages in a three volume set
ISBN: 1­57231­339­0
UPC: 790145133908
This reference manual includes core information about Visual Basic and the Visual Basic Editor, as well as reference material about Word Visual Basic for Applications, Microsoft Excel Visual Basic, Microsoft Access Visual Basic, PowerPoint Visual Basic, and DAO. Whether you are customizing Office 97 applications for your own use, creating custom applications for use by others, or writing applications that interact with Office 97, this book is an essential guide.
Microsoft Excel 97 Worksheet Function Reference
by Microsoft Corporation
Published by Microsoft Press
370 pages
ISBN: 1­57231­341­2
UPC: 790145134127
This reference manual provides power users with worksheet functions, which are shortcuts to finding solutions in spreadsheets involving mathematics, statistics, trigonometry, engineering, and accounting.
Building Microsoft Outlook 97 Applications
by Microsoft Corporation
Published by Microsoft Press
450 pages with one CD
ISBN: 1­57231­536­9
UPC: 790145153692
This results­oriented book offers both the nonprogrammer and experienced MIS professional the information, strategies, and sample applications they need to get started building useful workgroup applications and mail­enabled applications almost immediately.

Step by Step Series

The Step by Step series of books published by Microsoft Press offers you an easy way to teach yourself to use the Office 97 applications. This series is suitable for new users, as well as those upgrading or switching from competing programs. End­user editions in the series include Microsoft Office integration, Microsoft Access, Microsoft Excel, Microsoft PowerPoint, and Word, among many others.

The Step by Step series includes editions with information about Visual Basic. These editions are described below.

Microsoft Access 97/Visual Basic Step by Step
by Evan Callahan
384 pages with one CD
ISBN: 1­57231­319­6
UPC: 790145131966
Microsoft Office 97/Visual Basic Step by Step
by David Boctor
384 pages with one CD
ISBN: 1­57231­389­7
UPC: 790145138976
Microsoft Excel 97/Visual Basic Step by Step
by Reed Jacobson
384 pages with one CD
ISBN: 1­57231­318­8
UPC: 790145131881
Microsoft Word 97/Visual Basic Step by Step
Michael Halvorson and Chris Kinata
384 pages with one CD
ISBN: 1­57231­388­9
UPC: 790145138897

Microsoft White Papers

Microsoft produces white papers and other technical documents about Office 97. These documents provide detailed information about specific aspects of evaluating, using or supporting Office.

The following white papers are available on the Microsoft Web site, the KnowledgeBase, and Microsoft TechNet.

For this information See this white paper
A list of all the new features in Office 97. Office 97 Product Enhancements Guide
A description of how IntelliSense and the Office Assistant make it easier for users to get their work done. Office 97 IntelliSense Whitepaper
A description of how Web functionality has been combined with desktop productivity applications in Office 97. Office 97 Intranet Whitepaper
A discussion of the workgroup features implemented in Office 97. Office 97 Workgroup Whitepaper
A discussion of how a large organization can migrate its desktops to Office 97 easily and efficiently. Migrating to Office 97
Details about the performance testing completed early in the Office 97 development process. Office 97 Performance Whitepaper
Information about how to use Office 97 to quickly and cost­effectively create line­of­business applications. Office 97 Solutions Whitepaper


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Contents | << Previous | Next >> | Index

 

In This Chapter
Welcome
Office Resource Kit on the World Wide Web
Contents of the Office Resource Kit
Windows and Macintosh Information
Conventions Used in This Book
Tell Us What You Think

This chapter introduces you to the contents and conventions of the Microsoft Office Resource Kit, and points you to the Office Resource Kit site on the World Wide Web for the most up­to­date information. The Office Resource Kit includes this book and the Office Resource Kit Tools and Utilities.

Welcome

The Office Resource Kit is written for administrators, help desk technicians, and information systems (IS) professionals. It provides information about rolling out, supporting, and troubleshooting Microsoft® Office 97 on computers running Windows® 95, Windows NT® Server or Window NT Workstation, as well as Microsoft Office 98 for the Macintosh®.

In the past several years, IS departments have changed the way they treat desktop applications. Five years ago, for example, local area networks (LANs) were appearing throughout organizations. Individual departments, and even individual users, were deciding which desktop applications they would use based on the functionality of particular applications. Today, however, departments are increasingly interested in how well an application allows people to collaborate and share data within a workgroup or corporate intranet.

Two factors have contributed to this change. First, the use of LANs and wide area networks (WANs) is much more widespread, and IS departments are now managing them centrally rather than departmentally. Many organizations have intranets and provide access to the Internet. Second, in the autumn of 1993 Microsoft Office version 4.0 was launched.

Office 4.0 provided much more consistency and ease of use than was previously available in a group of integrated desktop applications. This encouraged many organizations to standardize on Office. In standardizing on a single, integrated solution, IS organizations came to appreciate the control they had over their departmental desktops; yet they also recognized the importance of supporting and maintaining this software to reap the benefits that standardization provides.

Office 97 for Windows and Office 98 for the Macintosh are arguably the largest upgrades in the history of Office in terms of new capabilities, workgroup and Internet support, and network installation and support options. The purpose of the Office Resource Kit is to provide the information that the IS professional or administrator needs to support Office. This includes planning for and deploying Office, deciding which configurations are best for your organization, and understanding what is involved in migrating from earlier versions of Office or from competitive applications.

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Office Resource Kit on the World Wide Web

Microsoft maintains a site on the Web that contains all of the text and graphics of the printed Office Resource Kit, as well as hyperlinks to the Tools and Utilities CD content. You have full access to this site (provided you have access to the Web).

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Contents of the Office Resource Kit

Together, the Office Resource Kit and the Tools and Utilities provide you with a wealth of information and utilities for installing and supporting Office in your workgroup. The following sections describe each of these resources in more detail.

Using the Printed or Online Book

The following sections describe the contents of the Office Resource Kit. Each part of the book begins with a list of the chapters in that part; the first page of each chapter includes a table of contents for that chapter.

Part 1, Welcome to Microsoft Office

In addition to this chapter, Part 1 includes Chapter 2, "What's New in Microsoft Office." Use this chapter for a quick glance at the new features in Office 97 for Windows and Office 98 for the Macintosh and in the individual Office applications. Chapter 2 also explains which features of Office can better support collaboration and sound work practices in your workgroup.

Part 2, Deploying Microsoft Office

The chapters in Part 2 provide you with the details you need to install Office on end­users' computers — including steps for developing an installation strategy, such as assembling a planning team and rolling out a pilot project. You can allow users to install their own software, or you can install Office throughout your organization from an administrative installation point on the network.

Part 2 also describes how to customize client installations with tools such as the Microsoft Systems Management Server and Windows System Policy Editor. (The Office 97 policy templates are also included with the Tools and Utilities.)

Part 3, Upgrading to Microsoft Office

The chapters in Part 3 describe techniques for upgrading users' software to Office 97 for Windows and Office 98 for the Macintosh, whether users are upgrading all of Office or one or more of the individual Office applications. In addition, all of the Office applications include new capabilities for sharing documents with previous versions of Office. These capabilities are especially useful for workgroups that are upgrading gradually and must share documents among different versions of Office applications.

Part 4, Switching from Other Applications

The chapters in Part 4 provide detailed information about migrating users from other applications to their Office counterparts, such as from WordPerfect to Microsoft Word, from Lotus 1­2­3 to Microsoft Excel, from Harvard Graphics to Microsoft PowerPoint®, or from dBASE to Microsoft Access. Part 4 includes information about filters that convert documents to the format of the destination Microsoft application, and it explains how Office applications manage documents and data that were created in other applications.

Part 5, Using Microsoft Office Throughout Your Organization

The chapters in Part 5 describe how to take advantage of the workgroup features built into Office, such as setting up corporate forms and templates and integrating Office applications and electronic mail. Office includes strong support for Internet and intranet protocols; these are also described in Part 5.

Part 6, Microsoft Office Architecture

The chapters in Part 6 provide an overview for IS managers and technical support personnel of the structure of Office and its applications. Use Part 6 as a starting point for troubleshooting problems or unexpected results in Office applications.

Appendixes

The appendixes provide detailed references for items included in the Tools and Utilities, Setup command­line options, registry settings, installed components, and resources for technical support.

Using the Tools and Utilities CD

The Tools and Utilities CD contains all of the software tools and utilities referenced in this book: the Network Installation Wizard, Office 97 policy templates for the Windows System Policy Editor, and many others. For a more detailed description of the Tools and Utilities CD contents, see Appendix A, "Microsoft Office Resource Kit Tools and Utilities."

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Windows and Macintosh Information

Microsoft Office is a cross-platform product family. You can exchange documents between the Windows and Macintosh versions of Office, and generally features and functionality in one version are similar or identical to the same features and functionality in the other version. However, each Office version has some unique attributes and capabilities due to differences in operating systems.

Much of the content of the Office Resource Kit applies to both Office 97 for Windows and Office 98 for the Macintosh. To distinguish Windows-specific and Macintosh-specific information in this book, look for the following icons in the page margins.

  This Windows icon appears next to subjects that apply only to Office 97 for Windows. In addition, smaller details—such as converter file names that apply only to Office for Windows—are labeled (Windows).

Sometimes an entire chapter applies only to Office for Windows—chapters about Microsoft Access or the Windows registry, for example.

  This Macintosh icon appears next to subjects that apply only to Office 98 for the Macintosh. In addition, smaller details—such as converter file names that apply only to Office for the Macintosh—are labeled (Macintosh).

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Conventions Used in This Book

The following terms and text formats are used throughout this book.

ConventionMeaning
Bold Indicates the actual commands, words, or characters that you type or that you click in the user interface.
ItalicIndicates a placeholder for information or parameters that you must provide. For example, if the procedure asks you to type a file name, you type the actual name of a file.
Path\File nameIndicates a Windows file system path or registry key — for example, the file Templates\Normal.dot. Unless otherwise indicated, you can use a mixture of uppercase and lowercase characters when you type paths and file names.
Path:File nameIndicates a Macintosh file system path — for example, the file Template:Normal. Unless otherwise indicated, you can use a mixture of uppercase and lowercase characters when you type paths and file names.
Monospace Represents examples of code text.

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Tell Us What You Think

We welcome any feedback that you may have about the Office Resource Kit. We are especially interested in any technical errors or ambiguities you find in the book or in the Office Resource Kit Tools and Utilities.

You can contact us by sending e­mail to the following address:

ork97@microsoft.com

Although we will respond to your feedback as best we can, we cannot provide technical support for the Office applications. For information about obtaining product support for the Office applications, see "Getting Support from Microsoft" in Appendix E, "Other Support Resources."

We hope you find the Office Resource Kit a valuable tool for installing, supporting, and using Office in your workgroup. We appreciate your feedback, and good luck with Office!


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Contents | << Previous | Next >> | Index