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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM Foundational Data Model | 27% | - Business Models
|
| Topic 2: CSM Best Practices and Knowledge Management | 10% | - Knowledge Management
|
| Topic 3: CSM Configuration | 38% | - Routing and Assignment
|
| Topic 4: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Portals and Service Catalog
|
| Topic 5: Case Management | 17% | - Case Actions, Tasks, and Escalations
|
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