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Salesforce CRT-261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 2
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 3
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 4
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 5
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 6
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 7
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 8
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 9
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 10
  • Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Topic 11
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 12
  • Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Topic 13
  • Explain how different Service Console features work together to deliver business value
Topic 14
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 15
  • Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
Topic 16
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 17
  • Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service
  • depot repair, B2C, B2B, etc.)
Topic 18
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 19
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 20
  • Distinguish the key components that contribute to performance optimization within a design
Topic 21
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 22
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 23
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations

Reference: https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/

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  • When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
  • After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
  • A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.
  • If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.

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