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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Channels | 15% | - Customer Service Channels
|
| Topic 2: Case Management | 10% | - Service Requests
|
| Topic 3: Reporting | 5% | - Analytics and Reporting
|
| Topic 4: Business Outcomes | 5% | - Contact Center Fundamentals
|
| Topic 5: Interaction Management | 15% | - Customer Interactions
|
| Topic 6: User Experience | 20% | - Composite
|
| Topic 7: Application Development | 15% | - Development Architecture
|
| Topic 8: Data Integration | 15% | - Common Data Model
|
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