Skills measured

• Implement scheduling (10-15%)
• Manage cases and Knowledge Management (20-25%)
• Manage analytics (10-15%)
• Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
• Implement Omnichannel for Customer Service (30-35%)

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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