Exam Name: HDI Qualified Customer Support Specialist
Certification Provider: HDI
Corresponding Certification: HDI World wide Certification
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HDI HD0-400 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Quality & Continuous Improvement | 20% | - Feedback and improvement processes - Professionalism and ethics - Performance metrics and KPIs |
| Topic 2: Process & Service Standards | 20% | - Service Level Agreements (SLAs) - Tools and technologies for support - Support center workflows |
| Topic 3: Customer Service Delivery | 30% | - Service delivery principles and standards - Effective communication across channels - Customer expectations and satisfaction - Documentation and knowledge management |
| Topic 4: Incident & Problem Management | 30% | - Troubleshooting and resolution techniques - Problem identification and root cause analysis - Incident logging and classification - Escalation procedures |
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