Exam Name: HDI qualified customer supprot specialist(css)
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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Check Updated on: Sep 21, 2026
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HDI QQ0-400 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management Fundamentals | 20% | - Roles and responsibilities in support environment - Basic support tools and technologies - IT service management overview |
| 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% | - Escalation procedures and workflow - Incident handling and resolution process - Problem identification and root cause analysis |
| Topic 4: Customer Service Delivery | 30% | - Communication and interpersonal skills - Service delivery principles and standards - Documentation and knowledge management |
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