Exam Name: Certification Preparation for Service Cloud Consultant (CRT-261日本語版)
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant
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CRT-261 Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:
- Interaction Channels 9%
- Industry Knowledge 22%
- Service Cloud Solution Design 19%
- Knowledge Channels 9%
- Integration and Data Management 6%
- Implementation Strategies 19%
- Contact Center Analytics 5%
- Case Management 11%
For more info visit:
Salesforce CRT-261 Exam Reference
Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 5% | - Data sources and reporting considerations - Metrics and KPIs tracking - Report and dashboard design |
| Topic 2: Integration and Data Management | 6% | - Integration patterns and tools - Data model and relationships - Data migration and quality |
| Topic 3: Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Feature selection and alignment with requirements - Scalability and maintainability |
| Topic 4: Knowledge Management | 9% | - Knowledge-Centered Service (KCS) methodology - Knowledge base configuration and management - Article lifecycle and publishing |
| Topic 5: Case Management | 11% | - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros |
| Topic 6: Service Console | - Feature combination and business value - Configuration and usability | |
| Topic 7: Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Service industry best practices - Contact center types and business drivers |
| Topic 8: Intake and Interaction Channels | 9% | - Email, phone, chat, social, and web channels - Omni-channel routing and configuration - Channel capabilities and limitations |
| Topic 9: Implementation Strategies | 19% | - Licensing and deployment models - Project planning and requirements gathering - Consulting engagement lifecycle |
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