• 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:

SectionWeightObjectives
Topic 1: Quality Management & Continuous Improvement20%- Basic continuous improvement concepts
- Service level metrics and KPIs
- Customer feedback and satisfaction measurement
Topic 2: Customer Service Delivery30%- Communication and interpersonal skills
- Documentation and knowledge management
- Service delivery principles and standards
Topic 3: Incident and Problem Management30%- Escalation procedures and workflow
- Problem identification and root cause analysis
- Incident handling and resolution process
Topic 4: Service Management Fundamentals20%- Basic support tools and technologies
- Roles and responsibilities in support environment
- IT service management overview

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