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HDI QQ0-401 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk Processes and Tools | - Knowledge management basics - Ticketing systems and workflows |
| Topic 2: Performance and Metrics | - Continuous improvement principles - Service desk KPIs and reporting |
| Topic 3: Service Desk Principles | - Service desk value to the business - Role and purpose of the service desk |
| Topic 4: Incident and Request Management | - Incident lifecycle - Request fulfillment processes |
| Topic 5: Customer Service and Communication | - Effective communication skills - Handling difficult interactions - Customer experience fundamentals |
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