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Reference: https://www.microsoft.com/en-us/learning/exam-mb2-718.aspx
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| Section | Weight | Objectives |
|---|---|---|
| Manage Queues, Entitlements, and SLAs | 25% | - Configure queues - Configure service level agreements - Define entitlements and channels |
| Dynamics Field Service and USD | 20% | - Unified Service Desk configuration - Field Service mobile app and schedule board |
| Manage Cases, Knowledge Base, and Service Hub | 25% | - Manage Knowledge Base articles - Use the Interactive Service Hub - Create and manage cases |
| Service Management Analysis and Surveys | 20% | - Voice of the Customer surveys - Service management analysis with Power BI |
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