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