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• Manage the Unified Service Desk (USD) 15%-20%
• Implement Service Management Analysis and Voice of the Customer Surveys 15%-20%
• Manage Cases, the Knowledge Base, and the Interactive Service Hub 25%-30%
• Manage Queues, Entitlements, and Service Level Agreements (SLAs) 20%-25%
• Manage Dynamics Field Service and the Interactive Services Hub 15%-20%

Reference: https://www.microsoft.com/en-us/learning/exam-mb2-718.aspx

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