WD97: Word 97 Support Guidelines

ID: Q163173

The information in this article applies to:

SUMMARY

This article contains the Word support guidelines for Word 97.

MORE INFORMATION

WORD SUPPORT GUIDELINES 97

Contents

Section 1: Setup Section 2: Macro/VBA Section 3: OLE Automation and DDE Section 4: ActiveX Controls Section 5: WordMail Section 6: ODBC Section 7: Internet Section 8: Shipping Templates and Wizards Section 9: Add-ins, ValuPack items, Third Party

Section 1: Setup

The following examples are within guidelines for Setup support:

The following examples are beyond guidelines for Setup support:

Section 2: Macro/VBA

The following examples are within guidelines for Primary Macro/VBA support:

The following examples are within guidelines for Office Developer (paid) Macro/VBA support: The following examples are beyond guidelines for Macro/VBA support (except as noted above for OD support):

- Debugging customer VBA code including identifying logic errors.

- WBODBC.WLL and CAPI are supplied as is. Limited support is available on

  the Consulting Office Developer Line at $195 per hour.

- Syntax support for API calls are available through the paid Office
  Developer support option.

- Write VBA procedures specific to a customer's application.

- Create custom workarounds to known Bugs.

- Support undocumented commands or command usage.

Section 3: OLE Automation and DDE

The following examples are within guidelines for OLE/DDE support:

- Interpret and explain syntax, connectivity, functionality, and purpose

  of Dynamic Data Exchange (DDE) and Object Linking and Embedding(OLE).

- Direct customers to Help and KB articles which include sample actions
  involving Microsoft products (for example: Access, Excel, and
  PowerPoint).

The following examples are beyond guidelines for OLE/DDE support:

- Troubleshoot DDE/OLE issues that cannot be demonstrated between Word and

  another Microsoft application.

Section 4: ActiveX Controls

The following examples are within guidelines for ActiveX support:

- Ensure the proper installation of the ActiveX controls shipped with the

  version of the product the customer is using. For example, the items on
  Word's "Control Toolbox" toolbar.

- Demonstrate the functional usage of a control by creating a new document
  and inserting the control.

- Describe the properties (right click, properties) and events (double
  click to see the code window) associated with ActiveX controls.

The following examples are beyond guidelines for ActiveX support:

- Assist customers with ActiveX controls that are not part of the shipping

  product, or are different versions of the control than were shipped with
  their version of the product.

- Assist customers in manually registering ActiveX controls or editing the
  registry.

- Write custom code for a customer's application. ActiveX control creation
  is C++ and Visual Basic version 5.0 and above programming and support is
  provided by Developer Support.

- Troubleshoot the functioning of third party controls.

Section 5: WordMail

The following examples are within guidelines for WordMail support:

- Determine if the customer's email functions without WordMail. Send a

  test message to yourself using the email client without WordMail
  running. If the feature does not function in the email client, refer the
  customer to the correct support option for their email client.

- Determine if WordMail is installed correctly including registry
  settings, win.ini settings and reinstallation of the WordMail feature.

- Usage, customization and creation of Email templates including toolbar
  customization and creating and using an AutoSignature.

- Troubleshoot File/Send and Routing features within Word.

- Describe feature set such as Word editing features as well as

  limitations of the editing environment.

The following examples are beyond guidelines for WordMail support:

- Troubleshoot Internet connection problems.

- Troubleshoot mail problems that exist when WordMail is not running.

- Assist with Exchange settings such as Profile creation, message storage

  or mail administration issues.

Section 6: ODBC

The following examples are within guidelines for ODBC support:

- Ensure that the ODBC driver is installed properly.

- Determine if the customer can connect with another tool, preferably a

  non-ODBC tool.

- Identify bugs related to ODBC drivers and connectivity.

The following examples are beyond guidelines for ODBC support:

- Troubleshoot connection problems with non-Microsoft supplied ODBC

  drivers.

- Troubleshoot SQL syntax in through ODBC connectivity.

Section 7: Internet

The following examples are within guidelines for Internet, Internet Assistant and Publish to the Web Wizard support:

- Demonstrate creation of a hyperlink field in a document.

- Explain different parts of a hyperlink data field (displaytext, address)

  and how to edit them.

- Explain use of the hyperlink base property, and demonstrate using
  www.microsoft.com.

- Verify that the customer can get to a generic URL (www.microsoft.com) by
  typing it in the address line of the customer's browser.

- Explain how images interact within the HTML editor and Web page creation
  process.

- Accept and document HTML conversion bug reports. This would include
  determining if Word is saving valid HTML as verified by Microsoft
  Internet Explorer.

The following examples are beyond guidelines for Internet, Publish to the Web Wizard support:

- Troubleshoot problems where the customer modified the registry to create

  custom links on the Microsoft on the Web menu.

- Functionality for items such as the SUBMIT ActiveX control. This should
  be supplied by the customer's ISP in the form of a CGI or VBScript
  program.

- Troubleshoot any HTML the customer creates or modifies.

- Troubleshoot the customer's Web server or Internet connection problems.

- Support Web Find Fast (part of office support).

- Support of any scripting language syntax like VBScript and JavaScript

Section 8: Shipping Templates and Wizards

The following examples are within guidelines Templates and Wizards support:

- Describe formatting options used to create document layout in all

  shipped templates.

- Explain and demonstrate macro functionality used to automate shipped
  template document layout. For example, describe the macros used to
  update the form fields in the Invoice template.

- Assist customer in modifying formatting and layout options via the user
  interface in shipping templates.

- Support professionals should provide the same level of support for
  templates distributed on the Microsoft Web Word product Web page.

The following examples are beyond guidelines Templates and Wizards support:

- Modifying supplied template macros.

- Customizing templates beyond what is documented in the KB. Do check the

  KB for examples of common requests. For example, Q117705 describes how
  to add a row to Invoice.dot.

Section 9: Add-ins, ValuPack items, Third Party

The following examples are within guidelines for Add-ins, ValuPack and Third Party:

- The following ValuPack components are supported by Word support

  professionals. Support professionals should be able to install, explain
  functionality of and troubleshoot items in the following folders:

       \ValuPack\FarEast
       \ValuPack\Msfonts
       \ValuPack\Patch
       \ValuPack\Template

- Check the KB for known conflicts, bugs or support contacts for any third
  party add-ins.

- Refer customers to the ValuPack.hlp file for full explanation and
  support information of ValuPack items.

- Word support professionals support PhotoEditor. Some resources include
  the PhotoEditor Help files, KBQuery articles with the keyword "photo
  editor", and the training documentation.

The following examples are beyond guidelines for Add-ins, ValuPack and Third Party support:

- All third-party items such as the Avery Label Wizard and WOPR are

  supported by the vendor. Consult the application's help file for support
  contact information.

- Consult Q113962 to determine which Microsoft product group supports the
  various Applets shipping within Office. Resources for the ones supported
  for Word include the OLEAPPS keyword in the CROSSPRD database as well as
  online help topics.


Additional query words: 1.0 1.10 1.1a 2.0 2.0a 2.0a-CD 2.0b 2.0c 3.0 3.01 3.02 4.0 5.0 5.10 5.1a 6.0.1 6.0.1a 6.0 6.0a 6.0c 7.0 7.0a 97 boundaries boundary policies policy winword macword word1 winword1 word2 winword2 word6 word7 word95 word8 word97
Keywords          :  
Version           : WINDOWS:97
Platform          : WINDOWS
Issue type        : kbinfo

Last Reviewed: June 15, 1999