Curriculum
3 Sections
10 Lessons
24 Hours
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Manage Cases in Customer Service (51–55%)
5 Items
1.1
Foundational components
1.2
Knowledge management
1.3
Collaboration
1.4
Agents and Copilot in Service
1.5
Service-level agreements
Representative Experience and Routing (25–30%)
3 Items
2.1
Routing
2.2
Productivity tools
2.3
Copilot Service workspace
Extend Customer Service (15–20%)
2 Items
3.1
Data model and UI components
3.2
Customer Voice feedback
Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
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