The new Microsoft Certified Desktop Support Technician (MCDST) credential proves that you have the skills to successfully support end users and successfully troubleshoot desktop environments running on Windows XP. MCDST candidates must pass two core exams (70-271 and 70-272). The 70-272 exam, when combined with the 70-271 (the operating system exam for desktop support technicians), validates that a candidate can successfully answer (or escalate) all calls from end users. TheMCDST 70-272 Exam Cram 2gives readers the essential information they need to know to pass the 70-272 exam, which includes configuring and troubleshooting applications (Internet Exporer, Outlook Express), resolving issues related to usability, resolving issues related to application customization, configuring and troubleshooting connectivity for applications, and configuring application security. This book can be used as a sole study guide for those experienced with Windows XP or it is the perfect supplement guide for more comprehensive training materials, instructor-led classes, and/or computer-based training.

Diana Huggins is currently an independent contractor providing both technical writing and consulting services. Prior to this, she worked as a senior systems consultant. Some of the projects she worked on include a security review of Microsoft's official curriculum, content development for private companies, as well as network infrastructure design and implementation projects.

Diana's main focus over the past few years has been on writing certification study guides. To complement her efforts, she also spends a portion of her time consulting for small- to medium-sized companies in a variety of areas and continues to work as an independent technical trainer.

Diana currently has her Microsoft Certified Systems Engineer (MCSE) and Microsoft Certified Trainer (MCT) Certification, along with several other certifications from different vendors. Although her focus is on the Information Technology industry, she also holds a bachelor's degree in education. Diana runs her own company, DKB Consulting Services. The main focus of the company is developing certification training courseware, online practice exams, as well as content delivery.

Felicia Buckingham is an independent contractor currently deploying Office XP for a provincial-wide electrical company. Prior to this, she spent several years in the technical training industry with a focus on Microsoft Office applications.

Felicia holds her Microsoft Certified Professional (MCP) and Microsoft Office Specialist (MOS) Master designations, along with several other certifications from various vendors. She specializes in Microsoft Office training and consulting.

Over the past few years, Felicia has contributed to several Microsoft Office study guides and has recently co-authored Microsoft Excel 2003 Programming Inside Out. During the past year, she has also established her own consulting company that specializes in Microsoft Office deployment, training services, and courseware development.

= 0) {slash = '\\';} else {slash = '/';}openLoc = figLoc.substring(0, figLoc.lastIndexOf(slash) + 1);while (pPage.substring(0,3) == '../') {openLoc = openLoc.substring(0, openLoc.lastIndexOf(slash, openLoc.length - 2)+ 1);pPage = pPage.substring(3, pPage.length + 1);}popUpWin =window.open('','popWin','resizable=1,scrollbars=1,location=0,toolbar=0,width=525,height=394');figDoc = popUpWin.document;zhtm= ' ' + pPage + ' ';zhtm += ' ';zhtm += ' ';zhtm += ' ';zhtm += '' + pPage.substring(pPage.lastIndexOf('/') + 1, pPage.length) + '';zhtm += ' ';figDoc.write(zhtm);figDoc.close();}// modified 3.1.99 RWE v4.1 --> Supporting Users and Troubleshooting Desktop Applications on a Windows XP Operating System Supporting Users and Troubleshooting Desktop Applications on a Windows XP Operating System IntroductionWelcome to the70-272 Exam Cram 2!Whether this is your first or your fifteenthExam Cram 2series book, you'll find information here that will help ensure your success as you pursue knowledge, experience, and certification. This introduction explains Microsoft's certification programs in general and describes how theExam Cram 2series can help you prepare for the Microsoft Certified Desktop Support Technician, Microsoft Certified Systems Engineer, and Microsoft Certified Systems Administrator exams. Chapters 1-9 are designed to remind you of everything you'll need to know to take--and pass--the 70-272 exam. The two practice exams should give you a reasonably accurate assessment of your knowledge--and, yes, we've provided the answers and their explanations to the tests. Read the book and understand the material, and you'll stand a very good chance of passing the test.Exam Cram 2books help you understand and appreciate the subjects and materials you need to pass Microsoft certification exams.Exam Cram 2books are aimed strictly at test preparation and review. They do not teach you everything you need to know about a topic. Instead, we present and dissect the questions and problems we've found that you're likely to encounter on a test. We've worked to bring together as much information as possible about Microsoft certification exams.Nevertheless, we recommend that you begin by taking the Self-Assessment that is included in this book, immediately following this introduction, to completely prepare yourself for any Microsoft test. The Self-Assessment tool will help you evaluate your knowledge base against the requirements for a Microsoft Certified Desktop Support Technician (MCDST) under both ideal and real circumstances.Based on what you learn from the Self-Assessment, you might decide to begin your studi