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- Exam Code: QQ0-400
- Exam Name: HDI qualified customer supprot specialist(css)
- Q & A: 120 Questions and Answers
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- Exam Code: QQ0-400
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HDI QQ0-400 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service Delivery | 30% | - Communication and interpersonal skills - Documentation and knowledge management - Service delivery principles and standards |
| Topic 2: Quality Management & Continuous Improvement | 20% | - Service level metrics and KPIs - Basic continuous improvement concepts - Customer feedback and satisfaction measurement |
| Topic 3: Incident and Problem Management | 30% | - Problem identification and root cause analysis - Escalation procedures and workflow - Incident handling and resolution process |
| Topic 4: Service Management Fundamentals | 20% | - Basic support tools and technologies - IT service management overview - Roles and responsibilities in support environment |
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