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Exam Code: QQ0-400
Exam Name: HDI qualified customer supprot specialist(css)
Updated: Jul 27, 2026
Q & A: 120 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service Delivery | 30% | - Communication and interpersonal skills - Documentation and knowledge management - Service delivery principles and standards |
| Topic 2: Incident and Problem Management | 30% | - Incident handling and resolution process - Escalation procedures and workflow - Problem identification and root cause analysis |
| Topic 3: Quality Management & Continuous Improvement | 20% | - Customer feedback and satisfaction measurement - Basic continuous improvement concepts - Service level metrics and KPIs |
| Topic 4: Service Management Fundamentals | 20% | - Basic support tools and technologies - Roles and responsibilities in support environment - IT service management overview |
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