Exam Domains
1 Account Setup and Configuration (plans, security, SLAs, channels)
20%
2 Agent and Team Management (roles, groups, skills-based routing)
15%
3 Ticket Management and Workflows (views, triggers, automations, macros)
25%
4 Reporting and Analytics (Explore, pre-built dashboards, CSAT)
20%
5 Apps, Integrations, and Self-Service (Help Center, community, API usage)
20%