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Updated: Jul 18, 2026
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HP HP0-671 Exam Overview:
| Certification Vendor: | HP |
| Exam Name: | Intermediate Customer Service Skills Level 2 |
| Exam Number: | HP0-671 |
| Passing Score: | 70% |
| Related Certifications: | HP Customer Service Certification Track |
| Exam Format: | Multiple Choice |
| Exam Price: | Retired / Not Available |
| Certificate Validity Period: | 2 years |
| Exam Duration: | 90 minutes |
| Available Languages: | English |
| Real Exam Qty: | 60-100 |
| Exam Way: | Proctored online or at authorized test centers |
| Pre Condition: | HP0-670 (Customer Service Skills Level 1) or equivalent experience |
| Official Syllabus URL: | Retired - No Longer Available |
HP HP0-671 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Relationship Management | 25% | - Building trust and long-term loyalty - Understanding customer expectations and needs - Handling difficult and irate customers |
| Product & Service Knowledge | 25% | - Using internal knowledge bases and tools - HP product support policies and warranties - Identifying upgrade and support options |
| Problem Solving & Service Processes | 25% | - Escalation procedures and documentation - Structured troubleshooting methodology - Following service level agreements (SLAs) |
| Advanced Communication Techniques | 25% | - Professional telephone and written communication - De-escalation and conflict resolution - Active listening and questioning strategies |
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