What grade levels do these standards cover?

Grade 10, Grade 11, and Grade 12

Where can I read the official document?

STRANDS AND STANDARDS COMPUTER SYSTEMS 1

K–12 Standards

Computer Systems 1 (2023)
Other Utah CTE sets
Creative Coding: Grades 6-8 (2023)
College and Career Awareness
Digital Literacy: Grades 7-8 (2023)
Exploring Technology
Grade 7 -- College & Career Awareness
Grade 8-12 -- FACS Exploration
Baking & Pastry (2020): Grades 9-12
Child Development
Child Development (2023-)
Engineering Technology
Food and Nutrition (2023): Grades 9-12
Basic Digital Photography
Business Communication 1: Grades 10-12 (2022)
Early Childhood Education 1 (2023-)
Early Childhood Education 2 (2023-)
Economic & Entrepreneurship (2000): Grades 10, 11, 12
Marketing 1: Grades 10-12 (2021)
Medical Anatomy and Physiology: Grades 10-12 (2018)
Early Childhood Education 3 (2023-)
Exercise Science/Sports Medicine: Grades 11-12 (2022)
General Financial Literacy (2015): Grades 11, 12
Grades 9-10 -- Teen Living

Mobile Devices1

1
Recognize laptop hardware and components.1.1
1. 1
  Hardware1.1.1
  1
  Keyboard1.1.1.1
  2
  Hard drive1.1.1.2
  1
  SSD vs. Hybrid vs. Magnetic disk1.1.1.2.1
  2
  1.8in vs. 2.5in1.1.1.2.2
  3
  RAM (Random Access Memory)1.1.1.3
  4
  Smart card reader1.1.1.4
  5
  Optical drive1.1.1.5
  6
  Wireless card/Bluetooth module1.1.1.6
  7
  Cellular card1.1.1.7
  8
  Video card1.1.1.8
  9
  PCI/PCIe1.1.1.9
  10
  Screen1.1.1.10
  11
  DC Jack1.1.1.11
  12
  Battery1.1.1.12
  13
  Touchpad1.1.1.13
  14
  Plastics/frame1.1.1.14
  15
  Speaker1.1.1.15
  16
  System Board1.1.1.16
  17
  CPU1.1.1.17
  18
  Webcam1.1.1.18
  19
  Microphone1.1.1.19
  20
  WiFi antenna connector1.1.1.20
  21
  Inverter1.1.1.21
2. 2
  Features and types1.1.2
  1
  Special function keys1.1.2.1
  2
  Docking station1.1.2.2
  3
  Port replicator1.1.2.3
  4
  Rotating/removeable screens1.1.2.4
  5
  Tablets1.1.2.5
  6
  Smartphones1.1.2.6
  7
  Wearable technology devices1.1.2.7
  8
  GPS1.1.2.8
  9
  E-readers1.1.2.9
  10
  Wired and wireless1.1.2.10
2
Cloud storage connection and configuration.1.2
1. 1
  Synchronization methods1.2.1
  1
  Synchronize to the cloud1.2.1.1
  2
  Synchronize to the desktop1.2.1.2
  3
  Synchronize to the automobile1.2.1.3
2. 2
  Types of data to synchronize1.2.2
3. 1
  Contacts1.2.2.1
4. 2
  Applications1.2.2.2
5. 3
  Email1.2.2.3
6. 4
  Pictures1.2.2.4
7. 5
  Music1.2.2.5
8. 6
  Etc.1.2.2.6

Networking2

1
Define protocols and their purposes. 2.1
1. 1
  Ports and protocols2.1.1
  1
  21 – FTP2.1.1.1
  2
  22 – SSH2.1.1.2
  3
  23 – Telnet2.1.1.3
  4
  25 – SMTP2.1.1.4
  5
  53 – DNS2.1.1.5
  6
  80 – HTTP2.1.1.6
  7
  110 – POP32.1.1.7
  8
  143 – IMAP2.1.1.8
  9
  3389 – RDP2.1.1.9
  10
  538 – AFP2.1.1.10
  11
  67/68 – DHCP2.1.1.11
  12
  389 – LDAP2.1.1.12
2. 2
  TCP vs. UDP2.1.2
2
Compare and contrast common networking hardware devices.2.2
1. 1
  Routers2.2.1
2. 2
  Switches2.2.2
  1
  Managed2.2.2.1
  2
  Unmanaged2.2.2.2
3. 3
  Access points2.2.3
4. 4
  Cloud-based network controller2.2.4
5. 5
  Firewall2.2.5
6. 6
  Network interface card2.2.6
7. 7
  Repeater2.2.7
8. 8
  Hub2.2.8
9. 9
  Cable/DSL modem2.2.9
10. 10
  Bridge2.2.10
11. 11
  Patch Panel2.2.11
12. 12
  Power over Ethernet (PoE)2.2.12
  1
  Injectors2.2.12.1
  2
  Switch2.2.12.2
13. 13
  Ethernet over Power2.2.13
3
Understand basic wired/wireless SOHO networks and installation standards.2.3
1. 1
  Router/switch functionality2.3.1
2. 2
  Access point settings2.3.2
3. 3
  IP addressing2.3.3
4. 4
  NIC Configuration2.3.4
  1
  Wired2.3.4.1
  2
  Wireless2.3.4.2
5. 5
  End-user device configuration2.3.5
6. 6
  IoT device configuration2.3.6
  1
  Thermostat2.3.6.1
  2
  Light switches2.3.6.2
  3
  Security cameras2.3.6.3
  4
  Door locks2.3.6.4
  5
  Voice-enabled, smart speaker/digital assistant2.3.6.5
7. 7
  Cable/DSL modem configuration2.3.7
8. 8
  Firewall settings2.3.8
  1
  DMZ2.3.8.1
  2
  Port forwarding2.3.8.2
  3
  NAT2.3.8.3
  4
  UPnP2.3.8.4
  5
  Whitelist/backlist2.3.8.5
  6
  MAC filtering2.3.8.6
9. 9
  QoS2.3.9
10. 10
  Wireless settings2.3.10
  1
  Encryption2.3.10.1
  2
  Channels2.3.10.2
  3
  Qos2.3.10.3
11. 11
  Uplink Configuration2.3.11
  1
  Cable/DSL2.3.11.1
  2
  Satellite2.3.11.2
  3
  Fiber Optic2.3.11.3
4
Compare and contrast wireless networking protocols.2.4
1. 1
  802.11a2.4.1
2. 2
  802.11b2.4.2
3. 3
  802.11g2.4.3
4. 4
  802.11n2.4.4
5. 5
  802.11ac2.4.5
6. 6
  802.11ax2.4.6
7. 7
  Frequencies2.4.7
  1
  2.4 GHz (channels 1 – 11)2.4.7.1
  2
  5 GHz2.4.7.2
  3
  6 GHz2.4.7.3
8. 8
  Bluetooth2.4.8
9. 9
  NFC2.4.9
10. 10
  RFID2.4.10
11. 11
  Z-Wave2.4.11
12. 12
  4G2.4.12
13. 13
  5G2.4.13
14. 14
  LTE2.4.14
5
Identify common networks, their purpose, and benefits. 2.5
1. 1
  Server roles2.5.1
  1
  Web server2.5.1.1
  2
  File server2.5.1.2
  3
  Print server2.5.1.3
  4
  DHCP server2.5.1.4
  5
  DNS server2.5.1.5
  6
  Proxy server2.5.1.6
  7
  Mail server2.5.1.7
  8
  Authentication server2.5.1.8
  9
  syslog2.5.1.9
2. 2
  Internet appliance2.5.2
  1
  UTM2.5.2.1
  2
  IDS2.5.2.2
  3
  IPS2.5.2.3
  4
  End-point management server2.5.2.4
3. 3
  Network types2.5.3
  1
  LAN2.5.3.1
  2
  WAN2.5.3.2
  3
  PAN2.5.3.3
  4
  MAN2.5.3.4
  5
  WMN2.5.3.5
6
Explain common network configuration concepts. 2.6
1. 1
  IP addressing2.6.1
  1
  Static2.6.1.1
  2
  Dynamic2.6.1.2
  3
  APIPA2.6.1.3
  4
  Link local2.6.1.4
2. 2
  DNS2.6.2
3. 3
  DHCP2.6.3
  1
  Reservations2.6.3.1
4. 4
  IPv4 vs. IPv62.6.4
5. 5
  Subnet mask2.6.5
6. 6
  Gateway2.6.6
7. 7
  VPN2.6.7
8. 8
  VLAN2.6.8
9. 9
  NAT2.6.9
7
Compare and contract Internet connection types.2.7
1. 1
  Internet connection types2.7.1
  1
  Cable2.7.1.1
  2
  DSL2.7.1.2
  3
  Dial-up2.7.1.3
  4
  Fiber2.7.1.4
  5
  Satellite2.7.1.5
2. 2
  ISDN2.7.2
3. 3
  Cellular2.7.3
  1
  Tethering2.7.3.1
  2
  Mobile hotspot2.7.3.2
4. 4
  Line-of-sight wireless internet service2.7.4
8
Understand appropriate use of networking tools.2.8
1. 1
  Crimper2.8.1
2. 2
  Cable stripper2.8.2
3. 3
  Multimeter2.8.3
4. 4
  Tone generator and probe2.8.4
5. 5
  Fiber optic cable tester2.8.5
6. 6
  Loopback plug2.8.6
7. 7
  Punchdown tool2.8.7
8. 8
  WiFi analyzer2.8.8
9. 9
  Ethernet cable tester2.8.9

Hardware3

1
Explain basic cable types, features, and their purposes.3.1
1. 1
  Network cables3.1.1
  1
  Ethernet3.1.1.1
  1
  Cat 53.1.1.1.1
  2
  Cat 5e3.1.1.1.2
  3
  Cat 63.1.1.1.3
  4
  Cat 6a3.1.1.1.4
  5
  Plenum vs. Riser cable3.1.1.1.5
  6
  Shielded twisted pair3.1.1.1.6
  7
  Unshielded twisted pair3.1.1.1.7
  8
  568A/B3.1.1.1.8
  2
  Fiber3.1.1.2
  3
  Coaxial3.1.1.3
  4
  Speed and transmission limitations3.1.1.4
2. 2
  Video cables3.1.2
  1
  VGA3.1.2.1
  2
  HDMI3.1.2.2
  3
  Mini-HDMI3.1.2.3
  4
  DisplayPort3.1.2.4
  5
  DVI (DVI-D/DVI-I)3.1.2.5
3. 3
  Multipurpose cables3.1.3
  1
  Lightning3.1.3.1
  2
  Thunderbolt3.1.3.2
  3
  USB-A3.1.3.3
  4
  USB-B3.1.3.4
  5
  USB-C3.1.3.5
  6
  USB 2.03.1.3.6
  7
  USB 3.03.1.3.7
4. 4
  Peripheral cables3.1.4
  1
  Serial3.1.4.1
5. 5
  Hard drive cables3.1.5
  1
  SATA3.1.5.1
  2
  SAS3.1.5.2
6. 6
  Adapters3.1.6
  1
  DVI to HDMI3.1.6.1
  2
  USB to Ethernet3.1.6.2
  3
  DVI to VGA3.1.6.3
2
Identify common connector types.3.2
1. 1
  RJ-113.2.1
2. 2
  RJ-453.2.2
3. 3
  RS-2323.2.3
4. 4
  RG-593.2.4
5. 5
  RG-63.2.5
6. 6
  USB3.2.6
7. 7
  Mini-USB3.2.7
8. 8
  USB-C3.2.8
9. 9
  Lightning3.2.9
10. 10
  eSATA3.2.10
11. 11
  Molex3.2.11
3
Compare, contrast, and install RAM types.3.3
1. 1
  RAM Types3.3.1
  1
  SODIMM3.3.1.1
  2
  DDR23.3.1.2
  3
  DDR33.3.1.3
  4
  DDR43.3.1.4
2. 2
  Single channel3.3.2
3. 3
  Dual channel3.3.3
4. 4
  Triple channel3.3.4
5. 5
  Error correcting3.3.5
6. 6
  Parity vs. non-parity3.3.6
4
Understand how to install and configure storage devices.3.4
1. 1
  Identify optical drives3.4.1
2. 2
  Solid-state drives3.4.2
  1
  M2 drives3.4.2.1
  2
  NVME3.4.2.2
  3
  SATA 2.53.4.2.3
3. 3
  Magnetic hard drives3.4.3
  1
  5,400rpm3.4.3.1
  2
  7,200rpm3.4.3.2
  3
  10,000rpm3.4.3.3
  4
  15,000rpm3.4.3.4
  5
  Sizes:3.4.3.5
  1
  2.53.4.3.5.1
  2
  3.53.4.3.5.2
4. 4
  Hybrid drives3.4.4
5. 5
  Flash3.4.5
  1
  SD card3.4.5.1
  2
  Micro-SD card3.4.5.2
  3
  Mini-SD card3.4.5.3
  4
  xD3.4.5.4
6. 6
  Configurations3.4.6
  1
  RAID 0, 1, 5, 103.4.6.1
  1
  Hardware vs. software raids (benefits)3.4.6.1.1
  2
  Hot-swappable3.4.6.2
5
Install and configure motherboards, CPU’s, and expansion cards.3.5
1. 1
  Motherboard form factor3.5.1
  1
  ATX3.5.1.1
  2
  mATX3.5.1.2
  3
  ITX3.5.1.3
  4
  mITX3.5.1.4
2. 2
  Motherboard connectors types3.5.2
  1
  PCI3.5.2.1
  2
  PCIe3.5.2.2
  3
  Riser card3.5.2.3
  4
  Socket types3.5.2.4
  5
  SATA3.5.2.5
  6
  SAS3.5.2.6
  7
  Front panel connector3.5.2.7
  8
  Internal USB connector3.5.2.8
3. 3
  BIOS/UEFI settings 3.5.3
  1
  Boot options3.5.3.1
  2
  Firmware updates3.5.3.2
  3
  Security settings3.5.3.3
  4
  Interface configurations3.5.3.4
  5
  Security3.5.3.5
  1
  Passwords3.5.3.5.1
  1
  Drive encryption3.5.3.5.2
  1
  TPM3.5.3.5.2.1
  2
  Secure boot3.5.3.5.2.2
4. 4
  CMOS battery3.5.4
5. 5
  CPU features3.5.5
  1
  Single-core3.5.5.1
  2
  Multicore3.5.5.2
  3
  Virtualization3.5.5.3
  4
  Hyperthreading3.5.5.4
  5
  Speeds (Hertz)3.5.5.5
  6
  Overclocking3.5.5.6
  7
  Integrated GPU3.5.5.7
6. 6
  Compatibility3.5.6
  1
  AMD3.5.6.1
  2
  Intel3.5.6.2
7. 7
  Cooling mechanism3.5.7
  1
  Fans3.5.7.1
  2
  Heat sink3.5.7.2
  3
  Liquid3.5.7.3
  4
  Thermal paste3.5.7.4
8. 8
  Expansion cards 3.5.8
  1
  Video cards3.5.8.1
  1
  Onboard3.5.8.1.1
  2
  Expansion cards3.5.8.1.2
  2
  Sound cards3.5.8.2
  3
  Network interface card3.5.8.3
  4
  USB expansion card3.5.8.4
  5
  eSATA card3.5.8.5
6
Understand the use of various peripherals. 3.6
1. 1
  Printer3.6.1
2. 2
  ADF/flatbed scanner3.6.2
3. 3
  Barcode scanner/QR scanner3.6.3
4. 4
  Monitors3.6.4
5. 5
  VR/AR headset3.6.5
6. 6
  Optical drive types3.6.6
7. 7
  Mouse3.6.7
8. 8
  Keyboard3.6.8
9. 9
  Touchpad3.6.9
10. 10
  Signature pad3.6.10
11. 11
  Game controllers3.6.11
12. 12
  Camera/webcam3.6.12
13. 13
  Microphone3.6.13
14. 14
  Speakers3.6.14
15. 15
  Headset3.6.15
16. 16
  Projector3.6.16
  1
  Lumens/brightness3.6.16.1
17. 17
  External storage drives3.6.17
18. 18
  KVM3.6.18
19. 19
  Magnetic reader/chip reader3.6.19
20. 20
  NFC/tap pay device3.6.20
21. 21
  Smart card reader3.6.21
7
Understand power supply installation types and features.3.7
1. 1
  Input 115V vs. 220V3.7.1
2. 2
  Output 5V v. 12V3.7.2
3. 3
  24-pin motherboard adapter3.7.3
4. 4
  Wattage rating3.7.4
5. 5
  Number of devices/types of devices to be powered3.7.5
8
Understand the appropriate components needed for a custom PC configuration.3.8
1. 1
  Graphic/CAD/CAM design workstation3.8.1
  1
  SSD3.8.1.1
  2
  High-end video3.8.1.2
  3
  Maximum RAM3.8.1.3
2. 2
  Audio/video editing workstation 3.8.2
  1
  Specialized audio and video card3.8.2.1
  2
  Large, fast hard drive3.8.2.2
  3
  Dual monitors3.8.2.3
3. 3
  Virtualization workstation3.8.3
  1
  Maximum RAM and CPU cores3.8.3.1
4. 4
  Gaming PC3.8.4
  1
  SSD3.8.4.1
  2
  High-end video/specialized GPU3.8.4.2
  3
  High-definition sound card3.8.4.3
  4
  High-end cooling3.8.4.4
5. 5
  Network attached storage device3.8.5
  1
  Media streaming3.8.5.1
  2
  File sharing3.8.5.2
  3
  Gigabit NIC3.8.5.3
  4
  RAID array (0, 1, 5, 1+0)3.8.5.4
  5
  Hard drive3.8.5.5
  6
  JBOD3.8.5.6
6. 6
  Standard thick client3.8.6
  1
  Desktop applications3.8.6.1
  2
  Meets recommended requirements for selection OS3.8.6.2
7. 7
  Thin client 3.8.7
  1
  Basic applications3.8.7.1
  2
  Meets minimum requirements for selected OS3.8.7.2
  3
  Network connectivity3.8.7.3
9
Understand printer types and installation.3.9
1. 1
  Use appropriate drivers for a given operating system3.9.1
  1
  Configuration settings3.9.1.1
  1
  Duplex3.9.1.1.1
  2
  Collate3.9.1.1.2
  3
  Orientation3.9.1.1.3
  4
  Quality3.9.1.1.4
2. 2
  Device sharing3.9.2
  1
  Wired3.9.2.1
  1
  USB3.9.2.1.1
  2
  Serial3.9.2.1.2
  3
  Ethernet3.9.2.1.3
  2
  Wireless3.9.2.2
  1
  Bluetooth3.9.2.2.1
  2
  802.11(a, b, g, n, ac, ax)3.9.2.2.2
  3
  Infrastructure vs. ad hoc3.9.2.2.3
  3
  Integrated print server (hardware)3.9.2.3
  4
  Cloud printing/remote printing3.9.2.4
3. 3
  Public/shared devices3.9.3
  1
  Sharing local/networked device via operating system settings3.9.3.1
  1
  TCP/Bonjour/AirPrint/Google Print 3.9.3.1.1
  2
  Data privacy3.9.3.2
  1
  User authentication on the device3.9.3.2.1
  2
  Hard drive caching3.9.3.2.2
4. 4
  Print technologies3.9.4
  1
  Laser3.9.4.1
  1
  Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separate pads, duplexing assembly3.9.4.1.1
  2
  Imaging process: processing, charging, exposing, developing, transferring fusing, and cleaning3.9.4.1.2
  3
  Maintenance Replace toner, apply maintenance kit, calibrate, clean3.9.4.1.3
  2
  Inkjet3.9.4.2
  1
  Ink cartridge, print head, roller, feeder, duplexing assembly, carriage, and belt3.9.4.2.1
  2
  Calibrate3.9.4.2.2
  3
  Maintenance: Clean heads, replace cartridges, calibrate, clear jams3.9.4.2.3
  3
  Thermal3.9.4.3
  1
  Feed assembly, heating element3.9.4.3.1
  2
  Special thermal paper3.9.4.3.2
  3
  Maintenance: Replace paper, clean heating element, remove debris3.9.4.3.3
  4
  Impact3.9.4.4
  1
  Print head, ribbon, tractor feed3.9.4.4.1
  2
  Impact paper3.9.4.4.2
  3
  Maintenance: Replace ribbon, replace print head, replace paper3.9.4.4.3
  5
  Virtual3.9.4.5
  1
  Print to file3.9.4.5.1
  2
  Print to PDF3.9.4.5.2
  3
  Print to XPS3.9.4.5.3
  4
  Print image3.9.4.5.4
  6
  3D printers3.9.4.6
  1
  Plastic filament3.9.4.6.1

Hardware and Network Troubleshooting4

1
Use the best practice methodology to resolve problems.4.1
1. 1
  Always consider corporate policies, procedures, and impacts before implementing changes. 4.1.1
  1
  Identify the problem4.1.1.1
  1
  Question the user and identify user changes to computer and perform backups before making changes4.1.1.1.1
  2
  Inquire regarding environmental or infrastructure changes4.1.1.1.2
  3
  Review system and application logs4.1.1.1.3
  2
  Establish a theory of probable cause (question the obvious) 4.1.1.2
  1
  If necessary, conduct external or internal research based on symptoms4.1.1.2.1
  3
  Test the theory to determine cause4.1.1.3
  1
  Once the theory is confirmed, determine the next steps to resolve problem4.1.1.3.1
  2
  If theory is not confirmed re-establish new theory or escalate4.1.1.3.2
  4
  Establish a plan of action to resolve the problem and implement the solution4.1.1.4
  5
  Verity full system functionality and, if applicable, implement preventive measures4.1.1.5
  6
  Document findings, actions, and outcomes4.1.1.6
2
Understand the trouble shooting process relating to motherboards, RAM, CPU’s, and power.4.2
1. 1
  Common symptoms 4.2.1
  1
  Unexpected shutdowns4.2.1.1
  2
  System lockups4.2.1.2
  3
  POST code beeps4.2.1.3
  4
  Blank screen on bootup4.2.1.4
  5
  CMOS4.2.1.5
  6
  time and setting resets4.2.1.6
  7
  Attempts to boot to incorrect device4.2.1.7
  8
  Continuous reboots4.2.1.8
  9
  No power4.2.1.9
  10
  Overheating4.2.1.10
  11
  Loud noise4.2.1.11
  12
  Intermittent device failures4.2.1.12
  13
  Fans pain- no power to other devices4.2.1.13
  14
  Indicator lights4.2.1.14
  15
  Smoke4.2.1.15
  16
  Burning smell4.2.1.16
  17
  Proprietary crash screens (BSOD/pin wheel)4.2.1.17
  18
  Distended capacitors4.2.1.18
  19
  Log entries and error messages4.2.1.19
3
Troubleshooting storages devices.4.3
1. 1
  Common symptoms 4.3.1
  1
  Read/write failure4.3.1.1
  2
  Slow performance4.3.1.2
  3
  Loud clicking noise4.3.1.3
  4
  Failure to boot4.3.1.4
  5
  Drive not recognized4.3.1.5
  6
  OS not found4.3.1.6
  7
  RAID not found4.3.1.7
  8
  RAID stops working4.3.1.8
  9
  Proprietary crash screens (BSOD/pin wheel)4.3.1.9
  10
  S.M.A.R.T. errors4.3.1.10
4
Troubleshooting multimedia components.4.4
1. 1
  Common systems4.4.1
  1
  VGA mode4.4.1.1
  2
  No image on screen4.4.1.2
  3
  Overheat shutdown4.4.1.3
  4
  Dead pixels4.4.1.4
  5
  Artifacts4.4.1.5
  6
  Incorrect color patterns4.4.1.6
  7
  Dim image4.4.1.7
  8
  Flickering image4.4.1.8
  9
  Distorted image4.4.1.9
  10
  Distorted geometry4.4.1.10
  11
  Burn-in4.4.1.11
  12
  Oversized images and icons4.4.1.12
5
Troubleshoot common network problems.4.5
1. 1
  Common symptoms 4.5.1
  1
  Limited connectivity4.5.1.1
  2
  Unavailable resources4.5.1.2
  1
  Internet4.5.1.2.1
  2
  Local resources4.5.1.2.2
  1
  Shares4.5.1.2.2.1
  2
  Printers4.5.1.2.2.2
  3
  Email4.5.1.2.2.3
  3
  No connectivity4.5.1.3
  4
  APIPA/link local address4.5.1.4
  5
  Intermittent connectivity4.5.1.5
  6
  IP conflict4.5.1.6
  7
  Slow transfer speeds4.5.1.7
  8
  Low RF signal4.5.1.8
  9
  SSID not found4.5.1.9

Operational Procedures5

1
Understand proper communication techniques and professionalism.5.1
1. 1
  Use proper language and avoid jargon, acronyms, and slang, when applicable5.1.1
2. 2
  Maintain a positive attitude/ project confidence5.1.2
3. 3
  Actively listen (taking notes) and avoid interrupting the customer5.1.3
4. 4
  Be respectful of different cultures5.1.4
  1
  Use appropriate professional titles, when applicable5.1.4.1
5. 5
  Be on time (if late, contact the customer)5.1.5
6. 6
  Avoid distractions5.1.6
  1
  Personal calls5.1.6.1
  2
  Texting/social media sites5.1.6.2
  3
  Talking to coworkers while interacting with customers5.1.6.3
  4
  Personal interruptions5.1.6.4
7. 7
  Dealing with difficult customers or situations5.1.7
  1
  Do not argue with customers and/or be defensive5.1.7.1
  2
  Avoid dismissing customer problems5.1.7.2
  3
  Avoid being judgmental5.1.7.3
  4
  Clarify customer statements (ask open-ended questions to narrow the5.1.7.4
  5
  scope of the problem, restate the issue, or question to verify understanding)5.1.7.5
  6
  Do not disclose experiences via social media outlets5.1.7.6
8. 8
  Set and meet expectations/timeline and communicate status with the customer5.1.8
  1
  Offer different repair/ replacement options, if applicable5.1.8.1
  2
  Provide proper documentation on the services provided5.1.8.2
  3
  Follow up with customer/user at a later date to verify satisfaction5.1.8.3
9. 9
  Deal appropriately with customers’ confidential and private materials 5.1.9
  1
  Located on a computer, desktop, printer, etc. 5.1.9.1

Frequently asked questions

What grade levels do these standards cover?: Grade 10, Grade 11, and Grade 12
Where can I read the official document?: STRANDS AND STANDARDS COMPUTER SYSTEMS 1

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