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SLA, Entitlements, and Queues Management: 15-20%

• Entitlement Creation & Management: This section measures the learners’ skills in configuring entitlements, activating and deactivating entitlements, and creating and defining entitlements. It also covers their skills in renewal or cancelation of an entitlement.
• Queues Creation & Management: This subject area requires your competence in configuring queues and entities or queues, performing queue operations, and adding activities & cases to queues.
• SLAs Creation & Management: The candidates need to demonstrate their skills in creating and defining SLAs, configuring SLA settings, and manually applying SLAs. This domain will also evaluate competence in configuring holiday schedules, configuring customer service schedules, and implementing actions with the use of Power Automate.

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The Microsoft MB-230 exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:

Knowledge Management & Cases Management: 20-25%

• Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.
• Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.
• Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.

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