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Exam Code: HD0-400
Exam Name: HDI Qualified Customer Support Specialist
Updated: Aug 18, 2026
Q & A: 120 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Quality & Continuous Improvement | 20% | - Professionalism and ethics - Feedback and improvement processes - Performance metrics and KPIs |
| Process & Service Standards | 20% | - Tools and technologies for support - Support center workflows - Service Level Agreements (SLAs) |
| Incident & Problem Management | 30% | - Troubleshooting and resolution techniques - Incident logging and classification - Problem identification and root cause analysis - Escalation procedures |
| Customer Service Delivery | 30% | - Documentation and knowledge management - Service delivery principles and standards - Effective communication across channels - Customer expectations and satisfaction |
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