HDI QQ0-400 : HDI qualified customer supprot specialist(css)

Exam Code: QQ0-400

Exam Name: HDI qualified customer supprot specialist(css)

Updated: Aug 29, 2026

Q & A: 120 Questions and Answers

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HDI QQ0-400 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Service Management Fundamentals20%- IT service management overview
- Roles and responsibilities in support environment
- Basic support tools and technologies
Topic 2: Customer Service Delivery30%- Service delivery principles and standards
- Documentation and knowledge management
- Communication and interpersonal skills
Topic 3: Incident and Problem Management30%- Incident handling and resolution process
- Escalation procedures and workflow
- Problem identification and root cause analysis
Topic 4: Quality Management & Continuous Improvement20%- Service level metrics and KPIs
- Customer feedback and satisfaction measurement
- Basic continuous improvement concepts

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