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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 10% | - Knowledge Features
|
| Topic 2: Industry Knowledge | 11% | - Customer Service and Support Processes
|
| Topic 3: Implementation Strategies | 15% | - Project and Solution Design
|
| Topic 4: Analytics and Integration | 14% | - Reporting and Integrations
|
| Topic 5: Service Cloud Solution Design | 18% | - Service Console and Productivity
|
| Topic 6: Interaction Channels | 12% | - Digital Engagement
|
| Topic 7: Case Management | 20% | - Case Processes
|
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