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