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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: B2C Service Knowledge Foundation | 25% | - Describe answers relationships - Use and modify answers - Use answers search and answer versioning |
| Topic 2: Knowledge Advanced | 30% | - Manage Knowledge Advanced content - Utilize Knowledge Advanced search capabilities - Explain and use Knowledge Advanced features |
| Topic 3: Reports and Dashboards | 20% | - Explain dashboard functionality - Use reports features and classification |
| Topic 4: Common Features & Configuration | 25% | - Explain response requirements and queue configuration - Describe products, categories and Service Level Agreements (SLA) - B2C Service Products and Services overview |
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