1

Download and open the file named EXP19_Ch04_Cap_TechSupport.xlsx. Grader has automatically added your last name to the beginning of the filename.

2

Freeze Panes so the first row containing column headings (Row 5) on the SupportCalls worksheet will remain static when scrolling. Ensure that Rows 1-4 are visible.

3

Convert the data to a table, name the table SupportCalls, and apply the Gold, Table Style Medium 12.

4

Remove duplicate records.

5

Add a new column to the table named Duration.

6

Create a formula using unqualified structured references to calculate the days required to resolve the incident (Date Resolved – Date Created).

7

Add a total row to display the Average days required to resolve an issue.

8

Sort the table by Agent Name in alphabetical order, add a second level to sort by Description, and create a custom sort order as follows: Won’t power on, Virus, Printing Issues, Software Update, Forgotten Password. Add a third level to sort by Duration smallest to largest. (Mac users, to create the custom list, from the Excel menu, click Preferences. In the dialog box, click Custom Lists.)

9

Filter the table to only display closed incidents as indicated in the status column.

10

Use Quick Analysis to apply Data Bars conditional formatting to the Duration column (range I6:I85). Mac users, on the Home tab, click Conditional Formatting, and under Solid Fill, click Blue Data Bar.

11

Create a new conditional format that applies Red fill and bold font to incident (range A6:A85) that required 30 or more days to resolve.

12

Change page breaks so page 2 begins with the Computer ID column (column E).

13

Set the print scale to 85%.

14

Add a footer with your name on the left side, the sheet name code in the center, and the file name code on the right side.

15

Save and close the workbook. Submit the workbook as directed.