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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: B2C Service Service Console Extensions | 5% | - Configure add-ins and extensions |
| Topic 2: B2C Service User Interface and Processes | 20% | - Create Browser User Interface workspaces - Implement workflow processes - Describe message bases - Implement UI modifications and automation via workspaces |
| Topic 3: Reports and Analytics | 10% | - Describe B2C Service Analytics - Customize and share reports |
| Topic 4: Service Console Core Features and Access | 25% | - Explain configuration settings - Perform initial setup and configure Service Console - Describe Core Business Objects - Use Data Lifecycle Management - Set up navigation, permissions and user accounts - Perform export/import using Element Manager |
| Topic 5: Processes between Customers and Agents | 25% | - Set up products, categories and dispositions - Configure Service Level Agreements - Create and enhance business rules - Configure Guided Assistants - Describe agent assistance functionality - Configure mail and mailboxes - Generate outreach and feedback - Create message templates - Manage standard text and variables - Configure chat, cobrowse and advanced routing |
| Topic 6: B2C Service Products and Services | 20% | - Create queues, assignments, and standard application menus - Explain B2C Service products and services - Describe Service Level Agreements |
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