Need help with SAM lab modules 1-10

New Perspectives Word 365/2021 | Modules 1-4: SAM Capstone Project 1aWellhaven Insurance Group
COMPLETING A CUSTOMER SERVICE HANDBOOK
GETTING STARTED
•
•
•
Save the file NP_WD365_2021_CS1-4a_FirstLastName_1.docx as
NP_WD365_2021_CS1-4a_FirstLastName_2.docx
o
Edit the file name by changing “1” to “2”.
o
If you do not see the .docx file extension, do not type it. The file extension will be
added for you automatically.
To complete this Project, you will also need the following files:
o
Support_WD365_2021_CS1-4a_Customers.docx
o
Support_WD365_2021_CS1-4a_Icons.png
With the file NP_WD365_2021_CS1-4a_FirstLastName_2.docx open, ensure that
your first and last name is displayed in the footer.
o
If the footer does not display your name, delete the file and download a new copy.
PROJECT STEPS
1.
As the assistant director of training in the Customer Service Department at Wellhaven
Insurance Group, you are completing a handbook for customer service agents. On page
1, rotate the picture to the right by 90° so that it has the correct orientation.
2.
Change the theme colors of the document to Paper to coordinate with the company
colors.
3.
On page 2, insert a Dropped Drop Cap at the beginning of the first body paragraph (“At
Your Service is a digital tool…”) to mark the beginning of the body text.
4.
Provide more detailed information as follows:
5.
a.
Find the sentence “Customers prefer using…exchanging email messages.”
b.
After the period at the end of the sentence, insert a footnote with the following
text:
About 55 percent of our customers prefer live chat.
Insert a picture as follows to illustrate the options in the At Your Service app:
a.
Insert the picture Support_WD365_2021_CS1-4a_Icons.png in the blank
paragraph after step 2 in the “Getting Started with At Your Service” section.
b.
Resize the picture to a width of 2″.
New Perspectives Word 365/2021 | Modules 1-4: SAM Capstone Project 1a
6.
7.
Add visual interest to the “Chatting with Customers” section as follows:
a.
To the left of the “Customers can use…conduct the dialogue.” paragraph, insert a
Speech Bubble: Rectangle with Corners Rounded shape from the Callouts
section of the Shapes gallery. [Mac Hint: Rounded Rectangular Callout]
b.
Resize the shape to a height of 0.5″ and a width of 0.5″.
c.
Apply the Colored Fill – Orange, Accent 2 shape style.
d.
Type three periods (an ellipses) into the shape.
e.
Change the font size of the shape text to 18 point.
f.
Apply Square text wrapping to the shape.
g.
Move the anchor point of the shape to the beginning of the paragraph “Customers
can use At Your Service….”
Format the paragraphs in the “Chatting with Customers” section as follows:
a.
Create a bulleted list beginning with the paragraph “At Your Service…Can I help
you?” and ending with the paragraph “Click the More button…and previous visits.”
b.
Increase the indent of the paragraph “When you receive…the conversation.” and
the paragraph “As you type…you are responding.” by one level.
8.
On page 3, add a border to the picture of the app using the Blue-Gray, Accent 6
border color.
9.
Illustrate ways to increase customer satisfaction as follows:
10.
a.
In the blank paragraph in the “Increasing Customer Satisfaction” section, insert a
Vertical Equation SmartArt from the Relationship section of the SmartArt gallery.
b.
Enter the following text in the shapes:
Upper-left shape: Response time
Lower-left shape: Tone
Right shape: Satisfaction
Format the SmartArt as follows to suit the appearance and layout of the document:
a.
Change the SmartArt colors to Colored Fill – Accent 2.
b.
Change the SmartArt style to Moderate Effect.
c.
Resize the SmartArt to a height of 3.1″.
11.
On page 4, use the Format Painter to copy the formatting from the text “Response time”
to the text “Customer information” to use consistent font formats in the “Interacting
with Customers” section.
12.
Insert a Continuous section break in each of the following locations on page 4 to
prepare for inserting columns and balancing them:
13.
a.
At the beginning of the paragraph “Response time…long it will take.”
b.
In the blank paragraph above the “Creating Cases” heading
Format the section you created (beginning “Response time…” and ending “…the key to a
solution.”) into two columns.
New Perspectives Word 365/2021 | Modules 1-4: SAM Capstone Project 1a
14.
15.
Insert and format a text box as follows to provide additional information about customer
cases:
a.
Draw a text box to the right of the paragraph “When a customer has…handling
each day.” in the “Creating Cases” section.
b.
Resize the text box to a height of 1.29″ and a width of 3″.
c.
Position the text box using the Middle Right with Square Text Wrapping
option.
d.
Copy and paste the paragraph in the document Support_WD365_2021_CS14a_Customers.docx, available for download, into the new text box.
e.
Apply the Subtle Effect, Orange, Accent 2 shape style to the text box.
Format the table in the “Creating Cases” section as follows to improve its appearance:
a.
Apply the Grid Table 4—Accent 6 table style.
b.
Merge the first two cells in the last row (cells A5 and B5).
c.
Apply the Align Top Right alignment to the merged cell.
d.
AutoFit the table to its contents.
16.
In the blank cell of the table (cell C5), insert a formula that sums the values above the
cell.
17.
Modify the table in the “Background Information” section as follows to add new
information and to coordinate with the table in the “Creating Cases” section:
a.
Remove the special formatting for the first column.
b.
Repeat the header row across pages.
c.
Insert a new row at the end of the table.
d.
Enter the following text in the first cell of the new row:
Would use online chat again
e.
Enter 60 in the second cell of the new row.
f.
Sort the table in descending order based on the numbers in the Percentage (%)
column.
18.
On page 5, apply 24 point spacing before the paragraph beginning “Do you want to
add…” to separate the paragraph from the rest of the document.
19.
At the end of the “Do you want to add…” paragraph, enter
info@wellhaven.cengage.com and press SPACEBAR to format the email address as a
hyperlink.
20.
In the address line paragraph (“Wellhaven Insurance…wellhaven.cengage.com”), replace
the text “[insert bullet]” with a Bullet (a filled circle) from the Symbol gallery.
21.
In the same paragraph, remove the hyperlink from the web address
“wellhaven.cengage.com” to format it as regular text.
22.
Shade the three paragraphs including the “Do you want to
add…info@wellhaven.cengage.com” sentence, the paragraph with the logo, and the
address line paragraph with Blue-Gray, Accent 6, Lighter 60% shading to separate
the paragraphs from the rest of the document.
New Perspectives Word 365/2021 | Modules 1-4: SAM Capstone Project 1a
23.
Add a Top Border to the paragraph “Do you want to add…” and then change the border
color to Blue-Gray, Accent 6, Darker 25% to emphasize the separation.
24.
Find all instances of the word “dialogue” in the document, and replace it with the word
chat to use the correct term.
25.
Check the Spelling & Grammar in the document to identify and correct any spelling
errors. (Hint: Ignore names and grammar suggestions.)
Your document should look like the Final Figure on the following pages. Save your changes, close
the document, and then exit Word. Follow the directions on the website to submit your completed
project.
New Perspectives Word 365/2021 | Modules 1-4: SAM Capstone Project 1a
Final Figure
© REDPIXEL.PL/Shutterstock.com; © browndogstudios/Shutterstock.com; © ksuklein/Shutterstock.com; © Mr.
Creative/Shutterstock.com
New Perspectives Word 365/2021 | Modules 1-4: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 1-4: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 1-4: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 1-4: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
City of Belleview
COMPLETING A MASTER DOCUMENT WITH A FORM
GETTING STARTED
•
•
•
Save the file NP_WD365_2021_CS8-10a_Mac_FirstLastName_1.docx as
NP_WD365_2021_CS8-10a_Mac_FirstLastName_2.docx
o
Edit the file name by changing “1” to “2”.
o
If you do not see the .docx file extension, do not type it. The file extension will be
added for you automatically.
To complete this Project, you will also need the following files:
o
Support_WD365_2021_CS8-10a_Mac_Form.docx
o
Support_WD365_2021_CS8-10a_Mac_Findings.docx
With the file NP_WD365_2021_CS8-10a_Mac_FirstLastName_2.docx open,
ensure that your first and last name is displayed in the footer.
o
If the footer does not display your name, delete the file and download a new copy.
PROJECT STEPS
1.
Joanna Chee is the head of the Community Outreach Department for the City of
Belleview, Utah. The department conducted a survey of residents to assess the quality
of life in Belleview, and Joanna has started to write a report on the findings. Other
members of the department are contributing content, including a form with questions
about the city parks. Joanna has asked you to work with her document as the master
document to complete the report.
Insert subdocuments to include the sections from the department members as follows:
a.
Turn formatting marks on. (Hint: Leave formatting marks turned on until you are
instructed to turn them off.)
b.
Switch to Outline View, and then show the contents of the master document.
c.
On page 5 (the blank page before the “Index” heading), insert the files listed
below as subdocuments in the following order:
· Support_WD365_2021_CS8-10a_Mac_Findings.docx
· Support_WD365_2021_CS8-10a_Mac_Form.docx
d.
Unlink each of the two subdocuments so that they become part of the master
document.
e.
Promote the “Conclusions” heading to Level 1, and then close Outline View.
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
2.
On page 5, change the style of the “Introduction” heading to use a formal report format
as follows:
a.
Apply a multilevel list numbering style that shows a number followed by the
Heading 1 text.
b.
Modify the heading numbers to add a period after each heading number.
c.
Update the Heading 1 style to include the numbering if necessary.
3.
Compress all the pictures in the document to the Email (96 ppi) resolution to reduce
file size when sending the document via email.
4.
On pages 6 and 7, add a caption and cross-references to the chart figures as follows:
a.
Below the “Community: % of Ratings Good or Excellent” bar chart on page 7, add
the following caption:
Figure 3: Ratings for community features
b.
On page 6, add cross-references where indicated to the two charts using only the
label and number in the cross-reference.
5.
On page 7, in the last paragraph, replace the space between “environment” and “(97%)”
with the nonbreaking space to keep the text together on the same line.
6.
On page 10, format the rectangle containing the text “City of Belleview” to set the page
apart from the rest of the document as follows:
a.
Fill the rectangle with the From Center gradient from the Light Variations section
of the Gradient gallery.
b.
Remove the outline from the rectangle.
7.
Apply the Directions style to the paragraph before the Resident Information table and
to the paragraph before the City Parks Survey table.
8.
Resize the Resident Information table to fit the window.
9.
In the Resident Information table, merge the cells in the first row, which contains the
text “Resident Information”.
10.
Remove the borders from the right side of the cells in column A and column C to connect
each label, such as “Name:”, with the information residents enter.
11.
Format the City Parks Survey table to match the Resident Information table as follows:
a.
Change the shading of row 1 to Purple, Accent 5 (first row, second column from
the right in the theme colors palette.)
b.
Change the color of all borders to Purple, Accent 5 (first row, second column
from the right in the theme colors palette.)
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
12.
13.
Add form fields to the City Parks Survey table to record answers to the first question as
follows:
a.
Split cell B2 (the blank cell next to the text “Have you visited a city park this
year?”) into 1 column and 2 rows.
b.
In the top new cell, type Yes followed by a space, and then insert a Check Box
form field.
c.
In the bottom new cell, type No followed by a space, and then insert a Check Box
form field.
Format the bottom row of the table to set it apart from the rest of the table as follows:
a.
Change the height of the bottom row to 0.9″.
b.
Rotate the “For Office Use Only” text in cell A5 so that it reads from bottom to top.
c.
Shade the row with the Purple, Accent 5, Lighter 80% shading color (second
row, second column from the right in the theme colors palette.)
d.
Add a 1 ½ point border to the top of the row using the Purple, Accent 5 border
color (first row, second column from the right in the theme colors palette.)
14.
Change the top and bottom cell margins for all the cells in the City Parks Survey table to
0.05″ to add more white space to the table.
15.
Change the alignment of the content in rows 2, 3, and 4 to Align Center Left to set a
consistent alignment for the questions and responses.
16.
Insert a field to indicate which department manager approved the form as follows:
17.
18.
a.
Insert a Fill-in field after the “Approved by:” text at the end of the page. (Hint:
From the Insert tab, use the Text drop down to select Field. With (All) Categories
selected, insert a Fill-in field.)
b.
Enter department manager Joanna Chee as the default response to the prompt,
and then accept the entry for the field.
Add a border to a paragraph to separate the last two paragraphs from the rest of the
page as follows:
a.
Add a top border to the “Approved by…” paragraph using the dotted style (second
option in the Style list), the Purple, Accent 5 color (first row, second column
from the right in the theme colors palette), and a 1 ½ point width.
b.
Set 4 point as the amount of space between the top and bottom of the border and
the text.
Go to the title page, and then modify the picture of mountain bikers as follows:
a.
Add Mountain biking as the alt text to identify the content of the picture for
screen readers.
b.
Apply the Offset: Right shadow picture effect to make the picture more dramatic.
19.
Insert a watermark that displays the text Draft at a diagonal. Accept all other defaults.
20.
Center the contents of Section 1 vertically, which is an appropriate format for a title
page, table of contents, and table of figures.
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
21.
On page 4, in the blank paragraph below the “List of Figures” heading, insert a table of
all the figures in the document using the default settings.
22.
Use Belleview Community Report as the text for the Title property of the document.
23.
Insert a header to identify pages as follows:
24.
a.
Insert the 1, 2, 3 … page number with right alignment at the top of each page.
b.
Set different odd and even page headers for Section 2.
c.
In the odd Section 2 header, remove the link to the previous section. Do the same
in the even Section 2 header.
d.
Remove the page numbers from Section 1.
e.
Format the odd page numbers of Section 2 with Arabic numerals, starting with
page 1 on the “1. Introduction” page.
f.
On the even pages of Section 2, insert the Title document property.
g.
Close the Header & Footer tools.
Mark index entries to make it easy for readers to find information as follows:
a.
In the body text, mark entries for every occurrence of the word “recreation”.
b.
Find the first occurrence of the text “community features” in the body text and
then mark it as a single index entry.
c.
Find the first occurrence of the text “traffic” and then mark that occurrence only as
an index entry using areas for improvement as the main entry and traffic as
the subentry.
25.
In the blank paragraph below the “Index” heading on the last page of the document,
compile the index using the default settings.
26.
Find the text “the value of services received for taxes paid”, and then mark “taxes” as
an index entry using the bookmark Government as the page range.
27.
Turn off Formatting marks and then update all the fields in the document, including the
table of contents on the “Contents” page, the table of figures on the “List of Figures”
page, the cross-references and the index.
Your document should look like the Final Figure on the following pages. Save your changes, close
the document, and then exit Word. Follow the directions on the website to submit your completed
project.
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
Final Figure
© gorillaimages/Shutterstock.com; © Luthfil micro/Shutterstock.com; © randy andy/Shutterstock.com; © Kyle T
Perry/Shutterstock.com
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 8-10: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a
Sage Retail Services
CUSTOMIZING A COMPANY DOCUMENT
GETTING STARTED
•
•
•
Save the file NP_WD365_2021_CS5-7a_Mac_FirstLastName_1.docx as
NP_WD365_2021_CS5-7a_Mac_FirstLastName_2.docx
o
Edit the file name by changing “1” to “2”.
o
If you do not see the .docx file extension, do not type it. The file extension will be
added for you automatically.
To complete this Project, you will also need the following files:
o
Support_WD365_2021_CS5-7a_Mac_Chart.xlsx
o
Support_WD365_2021_CS5-7a_Mac_Reviews.xlsx
With the file NP_WD365_2021_CS5-7a_Mac_FirstLastName_2.docx open, ensure
that your first and last name is displayed in the footer.
o
If the footer does not display your name, delete the file and download a new copy.
PROJECT STEPS
1.
As a marketing analyst at Sage Retail Services, you are helping Linda Cordero, the sales
manager, create a guide for prospective clients interested in learning about your
company’s merchandising services. Linda has reviewed a draft of the document using
tracked changes. Because you plan to email the guide to the prospects, the document
begins with a personalized cover letter.
Accept and reject tracked changes in the document as follows:
a.
Accept each change in the first two body paragraphs because the changes improve
the paragraphs.
b.
Reject the formatting change to the email address
“LindaCordero@srs.cengage.com” because that text should appear as a hyperlink.
c.
Accept the remaining changes in the document, which are also improvements.
2.
Read the first comment in the document, and then set a top and bottom margin of
0.75″ to provide extra space as Linda requests. Turn off Track Changes.
3.
To set up the document as a form letter, start a mail merge, and then select Letters as
the type of main document. Next, type a new recipient list as follows:
4.
a.
Customize the columns by deleting the JobTitle, Country, HomePhone, and
WorkPhone fields.
b.
Add a new field to the end of the address list using Store as the field name. Save
the data source using a name of your choice.
Enter the address information for two recipients as shown in Table 1:
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a
Table 1: Recipient Addresses
Field
Title
FirstName
LastName
Company
Address 1
Address 2
Record 1
Mr.
John
Drake
Allen Stores
1221 Main Highway
Record 2
Ms.
June
Lee
Nova Housewares
110 King Drive
Suite 102
City
State
PostalCode
Store
Paramus
NJ
07653
Allen Menswear
Yonkers
NY
10470
Kitchen Gallery
5.
At the beginning of the letter, use the Date content control with the “Click here to enter
a date” placeholder text to select the date March 24, 2021.
6.
Delete the placeholder text “[INSERT INSIDE ADDRESS]”, and then in its place insert
merge fields as follows to create an address block:
7.
a.
Insert the Title field, the FirstName, and the LastName fields on the first line
with spaces between them.
b.
Insert the Company field on the second line, the Address1 field on the third line,
and the Address2 field on the fourth line.
c.
On the fifth line, insert the City field followed by a comma and a space, the State
field followed by a space, and the PostalCode field.
Insert the greeting line as follows:
a.
Delete the placeholder text “[INSERT GREETING LINE]”, and then in its place type
the word Dear followed by a space. Then insert the Title merge field followed by a
space and the LastName merge field immediately followed by a colon.
8.
In the first paragraph in the body of the letter, delete the “[INSERT STORE NAME]”
placeholder text, and then in its place insert a merge field for Store to include the name
of the recipient’s store.
9.
To include personalized text, add an IF field as follows:
10.
a.
At the end of the last body paragraph in the letter (“To
discuss…LindaCordero@srs.cengage.com.”), insert an If…Then…Else rule.
b.
Compare whether the City field is equal to Paramus as the condition.
c.
Insert the following sentence if the condition is true: I will be visiting stores in
Paramus next week. Let me know if you want to schedule a meeting.
d.
Leave the false condition option blank so that Word does not insert text if the City
is other than Paramus.
Filter the recipient list to select only recipients where the City field is equal to Paramus
to prepare the first batch of letters for Paramus residents.
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a
11.
Complete the mail merge as instructed below. You will merge to a new document and
then copy the contents of the merged file to the end of your original document, so that
your entire assignment appears in the same file.
a.
Finish and merge, and select Edit Individual Documents.
b.
In the new document containing the merged form letters, copy the contents of
page 1, beginning with the letterhead at the top of the page and ending with the
paragraph “enc.”
c.
In the original form letter document, move the insertion point to the blank
paragraph at the top of page 2, and then paste the merged form letter into the
main document.
d.
Verify that the pasted merged form letter appears only on page 2 of the original
form letter document.
e.
Close the new, merged document without saving it.
12.
On page 4, apply the Key Term character style to the “Merchandising” text at the
beginning of the first paragraph to match the formatting of the other key terms in the
paragraph.
13.
In the “Product Mix” section, use the Synonyms tool to find and select a synonym for
“mess” that begins with the letter “j” to use a less casual term.
14.
Modify and update a paragraph style as follows to call attention to the text that
introduces lists and tables:
a.
Change the character spacing of the paragraph “Visual merchandising tips” to
Expanded by 1 point.
b.
Update the List Heading paragraph style to reflect the formatting change.
15.
In the “Visual merchandising tips” list, apply Small caps to the text “Move products” to
match the formatting of the other list items.
16.
On page 5, convert the six paragraphs in the “Five types of displays” section beginning
“Type…” and ending “Stuffed animal with ear buds” to a table with three columns.
17.
Insert a bookmark to the “Anticipating Shoppers” heading using Research as the
bookmark name to make it easy to find the research statistics.
18.
On page 4, at the end of the first paragraph, format the text “research” as a hyperlink to
the “Research” bookmark.
19.
Read the comment on the bottom of page 5, and then continue editing as follows:
a.
Open the workbook Support_WD365_2021_CS5-7a_Mac_Chart.xlsx.
b.
In the Retail Statistics worksheet, copy the bar chart.
c.
Return to the Word document, and delete the placeholder text “[INSERT CHART
HERE]”. In its place, paste the bar chart.
d.
Close Support_WD365_2021_CS5-7a_Mac_Chart.xlsx.
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a
20.
21.
Modify the chart as follows to suit the design of the Word document:
a.
Add Reasons for Store Shopping as the above chart title.
b.
Change the chart style to Style 3 to include a shaded background for the chart.
c.
Change the chart colors to Monochromatic Palette 4.
At the bottom of page 6, insert worksheet data as Linda requested:
a.
Open the workbook Support_WD365_2021_CS5-7a_Mac_Reviews.xlsx.
b.
In the Review Statistics worksheet, copy cells A1:B6.
c.
Return to the Word document, and then delete the placeholder text “[INSERT
WORKSHEET HERE]”.
d.
Use Paste Special to embed the worksheet selection in the Word document as a
Microsoft Excel Worksheet Object so that it retains the layout of the original
worksheet. The source data is unlikely to change, so you do not need to link it to
the source file.
e.
Delete the placeholder text “[INSERT WORKSHEET HERE]”.
f.
Close Support_WD365_2021_CS5-7a_Mac_Reviews.xlsx.
22.
Delete all the comments in the document because they are no longer needed.
23.
Return to page 3 to insert a table of contents as follows:
a.
In the blank paragraph after the “Guide to retail merchandising strategies and
ideas” heading, insert a custom table of contents.
b.
Select the Classic format for the table of contents.
c.
In the Table of Contents Options dialog box, remove the Guide Subtitle and
Heading 3 styles from the table of contents, if necessary
d.
Change the TOC level of the List Heading style to 2.
e.
Finish inserting the table of contents using defaults for all other options.
24.
On the bottom of page 4, apply the Heading 1 style to the “Creating Effective Displays”
paragraph to format it as a main heading.
25.
Update the table of contents to reflect the change to the document.
Your document should look like the Final Figure on the following pages. Save your changes, close
the document, and then exit Word. Follow the directions on the website to submit your completed
project.
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a
Final Figure
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a
New Perspectives Word 365/2021 | Modules 5-7: SAM Capstone Project 1a