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Skills measured

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

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

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Analytics Management: 10-15%

• Visualization Creation & Configuration: The candidates need to possess the expertise in designing and creating charts and reports with the use of Design wizard. This subtheme will also evaluate the competence of the examinees in configuring interactive dashboards.
• Customer Service Insights Configuration: This section requires one’s knowledge of use cases and capabilities of Customer Service Insights dashboards. It also measures the skills in managing workspaces and connecting to Customer Service Insights.

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