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| Section | Weight | Objectives |
|---|---|---|
| Quality & Continuous Improvement | 20% | - Professionalism and ethics - Feedback and improvement processes - Performance metrics and KPIs |
| Incident & Problem Management | 30% | - Escalation procedures - Problem identification and root cause analysis - Incident logging and classification - Troubleshooting and resolution techniques |
| Customer Service Delivery | 30% | - Customer expectations and satisfaction - Documentation and knowledge management - Service delivery principles and standards - Effective communication across channels |
| Process & Service Standards | 20% | - Support center workflows - Service Level Agreements (SLAs) - Tools and technologies for support |
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