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