Running head: MICROSOFT ACCESS HELP DESK 1

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Scenario 1

Jack, a veterinarian, has experienced tremendous growth within his business. All animal

records are shelved in folders and are sorted alphabetically by the owner's name. Jack is ready to

rid himself of the time and space these files take, and has inquired about Microsoft Access. He

wants to know about the key functions of using Microsoft Access. He also wants to know how a

table, query, primary key, and a report are important to his database needs.

General Approach

In this kind of situation, it is vital to understand which version and edition of Microsoft

Office that the individual is using. More importantly, one has to gauge their level of

understanding of the components of Access and their functions.

Challenges to Situation

The challenge to this situation is to have the person completely new to Access or even

more difficult, new to computers and their operation. This would mean that this would be a time-

consuming task.

Strategies to overcome challenges

Having the Microsoft manual would come in handy in giving a systematic approach

towards the solution added to the personal experience of using Access.

Description of Cause of Problem (or Further Diagnosis)

You will need to help the individual understand the key components of Microsoft Access

and highlighting the importance of each accordingly using simple language. This will be done in

point form as follows;

Microsoft Access Key Functions

The key functions of using Microsoft access are:

 The creation of a database of limitless information

 Organization of the information in the form of tables with each table containing

information on a particular topic or subject

 By use of queries to view data from one or more tables with a customized view

 By use of forms, one can customize and view data for presentation

 By use of Reports, one can calculate, format, summarize and print selected data

Importance of the Key Components

The components of Access are fundamental to Jack’s database needs in the following

ways:

 Tables can be made containing all the owners’ details such as names, contacts, and a

special animal code assigned to each specific animal. Another table could be made

containing the animal’s name, kind of animal, breed and the special animal code.

 Queries can be used to view data from the two tables to provide a specific view on both

sets of data. Such as a specific dog-breed such as Labrador Retriever and their owners’

identities and contacts.

 A primary key is one field that has a unique value for each record. These will help

retrieve data quickly, such as the specific animal code.

Step-by-Step Troubleshooting

In this situation, there is no need for a step-by-step troubleshooting explanation as the

individual requires a descriptive approach to the problem rather than a systematic breakdown.
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Alternate Solution

The solution for this kind of situation is simple and straight forward, as such it is the best

and only solution for all users at all levels.

Scenario 2

Frank has created a database to inventory his customers' past due accounts to ensure that

he receives payment. He has created two tables: one for customer demographics, and the other

for the type of service rendered. When he creates a report, the customers' demographics are all

that show and not the amount that is past due.

General Approach

In this kind of situation, it is vital to know the level and depth of understanding of

Frank’s comprehension of the workings, requirements and properties of Microsoft Access tables

and reports. Getting to know this would help you tailor your response to fit their particular

situation and not general responses. It is also important to maintain a calm and warm tone and

speak at normal speed to avoid constant repetition.

Challenges to Situation

The challenges of this situation is Frank being a relatively new user to Microsoft Access.

Little knowledge of Microsoft Access components and configurations may require a slow and

repetitive approach to the response.

Strategies to overcome challenges

By using a calm and warm tone, the individual, Frank would naturally take a calm

approach to asking questions when providing the solution; this would minimize the need of

repetition.

Description of Cause of Problem (or Further Diagnosis)

You will need to help Frank check for the existence of a relationship between the two

tables and if in the creation of the report, he selected the needed fields from both tables. This

would explain the information on the report coming from only one table instead of both. Without
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the relationship between the tables, the two sets of data would not be linked and without the

proper selection of the fields, the needed information would not appear in the report.

Step-by-Step Troubleshooting

In this kind of situation, a guide through would be required rather than a standard answer

from a manual or script. If the user has Microsoft Access 2010, the following steps would be

appropriate to solve the problem:

Step 1: Click on the “Database Tools” on the tool bar

Step 2: Click on the “Relationships” button

Step 3: Select the two tables on the pop-up menu and click close

Step 4: Drag and drop the similar field from the Customer demographics table to the

corresponding field in the Services Rendered table. Save and exit

Step 5: Click on the “Create” tab on the tool bar

Step 6: Click on the “Report Wizard” in the Reports, segment

Step 7: Click on the “Customer Demographics” table on the Tables/Queries drop down

menu and select the needed fields to appear in the report

Step 8: repeat step 7 for the “Services Rendered” table and click next

Step 9: Group the desired grouping level, e.g. “Customer Name” and click next

Step 10: On the drop down menu, select the desired sort order, e.g. First Name or Last

Name and click next

Step 11: Select the desired layout and orientation and click next

Step 12: Click finish to preview the report

Alternate Solution

This is the simplest solution to the problem as the report is quick and efficient.
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Scenario 3

Stephanie has been using a Microsoft Access database and queries to track her

commemorative plate collection. She recently discovered that her plates have serial numbers and

decided to record these within her database. When she replaced each plate's ID with the

appropriate serial number, she was unable to use her queries. She wants to know why this has

happened. Stephanie also wants to know if each serial number is unique or similar to the

assigned ID number she has used in the past.

General Approach

In this kind of situation, it is vital to ask questions to understand the level of experience

and expertise on Microsoft Access. This would help tailor a response specific to Stephanie.

Challenges to Situation

The major challenge would be if Stephanie were a new user to Microsoft Access.

Strategies to overcome challenges

A calm and strategic approach would help Stephanie solve the problem quickly.

Description of Cause of Problem (or Further Diagnosis)

There might be a possibility that the initial Plate ID format and the Plate Serial Number

format are different. Thus, the queries cannot recognize these new formats, e.g. alphanumeric

and numeric formats.

Each serial number can be unique to the assigned ID if she creates a relationship between

the two.

Step-by-Step Troubleshooting

Step 1: Open the database with the information needed

Step 2: Click on the View tab in the tool bar

Step 3: Select Design view in the drop down menu

Step 4: Click on the “Data Type” drop down arrow on the Plate ID field

Step 5: Select the desired data type

Step 6: Save and exit

Alternate Solution

This is the only solution to changing the data type in any table in Microsoft Access