- Exam Code: QQ0-400
- Exam Name: HDI qualified customer supprot specialist(css)
- Certification Provider: HDI
- Corresponding Certification:HDI World wide Certification
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HDI QQ0-400 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident and Problem Management | 30% | - Incident handling and resolution process - Problem identification and root cause analysis - Escalation procedures and workflow |
| Topic 2: Service Management Fundamentals | 20% | - Basic support tools and technologies - IT service management overview - Roles and responsibilities in support environment |
| Topic 3: Customer Service Delivery | 30% | - Service delivery principles and standards - Documentation and knowledge management - Communication and interpersonal skills |
| Topic 4: Quality Management & Continuous Improvement | 20% | - Customer feedback and satisfaction measurement - Service level metrics and KPIs - Basic continuous improvement concepts |
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