Course Name : ND310 Help Desk Support for IBM Lotus Notes 6

Format(s):

Classroom

Number of Days: 3 days

Summary Description:

An instructor-led course to enable Domino and Notes end user support personnel to use available resources to find solutions to the most common Notes and Domino 6 end user errors, problems, and frequently-asked questions (FAQs).

Topics Covered:

Introducing the Notes Infrastructure

· Presenting the Notes Infrastructure

· Introducing Domino Domains

· Understanding the Impact of the Domino Directory

· Identifying Directory Services

· Introducing Domino Named Networks

· Describing the Role of the Domino Server
Managing Notes IDs

· Storing Notes IDs

· Handling User Passwords

· Recovering IDs and Passwords

· Troubleshooting Notes IDs
Using Troubleshooting Resources

· Gathering End User Information

· Using the Notes Log

· Using Notes Online Help
Managing and Customizing the User Environment

· Organizing the Notes Desktop

· Managing the Notes Desktop

· Managing Bookmarks

· Creating a New Default Desktop

· Customizing a User's Desktop Environment

· Identifying the Notes Initialization File

· Accommodating Multiple Users on a Single Workstation

· Breaking Down a Notes Client

· Browsing the Web from Notes

· Troubleshooting the User Environment
Introducing Domino Security

· Identifying the Levels of Security

· Certifying Users and Servers

· Accessing Servers

· Troubleshooting Server Security
Managing Domino Databases

· Applying Database Security

· Defining Access Control Lists

· Choosing a Database Template Update Option

· Managing the Size of a Database

· Archiving Database Documents

· Troubleshooting Domino Databases
Introducing Mail Routing

· Defining Mail Routing

· Identifying the Components of Mail Routing

· Identifying Mail Delivery Problems

· Troubleshooting Mail Routing Problems

Troubleshooting Notes Mail

· Managing the Personal Address Book

· Securing Notes Mail

· Setting User Preferences for Mail

· Using the Out of Office Agent

· Archiving Mail

· Introducing Directory Catalogs

· Setting Up for Internet Mail

· Troubleshooting Notes Mail
Setting Up and Supporting Remote Notes Users

· Setting Up Users to Work Remotely

· Identifying Methods of Connecting Users to Work Remotely

· Troubleshooting Remote Notes User Connections
Setting Up and Troubleshooting Replication

· Creating a Replica Copy

· Working with ACLs and Replication

· Setting Encryption for a Replica

· Using Replication Settings

· Setting Replication Options

· Scheduling Replication

· Tracking Replication History

· Resolving Replication Conflicts
Supporting and Troubleshooting Calendaring and Scheduling

· Setting Calendar Preferences

· Using Alarms

· Creating Repeating Calendar Entries

· Adding Holidays to the Calendar

· Printing the Calendar

· Troubleshooting the Resource Reservations Database

· Troubleshooting Group Scheduling

· Checking the Group Calendar

· Replicating Free Time
Preparation for Attending Course:
Collect 10-20 frequently asked questions about Notes that your Help Desk organization has received and bring them to class.

Audience:

Domino and Notes 6 users who support Notes end users.

Prerequisites:

Moving to IBM Lotus Notes 6 (ND150) [for New Users]

Maximizing Your Productivity with IBM Lotus Notes 6 for Power Users (ND210) [for New or Update Users]

A minimum of three (3) months experience using Notes