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- Exam Code: QQ0-200
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- Exam Code: QQ0-200
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HDI QQ0-200 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Support Operations | - Service desk workflows and standards - Professional communication and customer interaction |
| Knowledge Management | - Documentation standards and best practices - Knowledge base development and usage |
| Service Level Management and Metrics | - Key performance indicators (KPIs) and reporting - Service Level Agreements (SLAs) |
| Incident and Problem Management | - Escalation procedures and resolution processes - Ticket lifecycle management |
| Technical Troubleshooting | - Diagnostic techniques and root cause identification - Hardware and software troubleshooting fundamentals |
| Help Desk Tools and Technologies | - Ticketing systems and support platforms - IT service management (ITSM) tools |
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