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HP HP0-671 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Relationship Management | 25% | - Understanding customer expectations and needs - Handling difficult and irate customers - Building trust and long-term loyalty |
| Topic 2: Advanced Communication Techniques | 25% | - Professional telephone and written communication - Active listening and questioning strategies - De-escalation and conflict resolution |
| Topic 3: Product & Service Knowledge | 25% | - Identifying upgrade and support options - HP product support policies and warranties - Using internal knowledge bases and tools |
| Topic 4: Problem Solving & Service Processes | 25% | - Structured troubleshooting methodology - Escalation procedures and documentation - Following service level agreements (SLAs) |
