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- Service Cloud Solution Design 19%
- Contact Center Analytics 5%
- Industry Knowledge 22%
- Interaction Channels 9%
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- Implementation Strategies 19%
- Case Management 11%
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Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Feature selection and alignment with requirements - Scalability and maintainability |
| Topic 2: Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Service industry best practices - Contact center types and business drivers |
| Topic 3: Case Management | 11% | - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros |
| Topic 4: Contact Center Analytics | 5% | - Report and dashboard design - Metrics and KPIs tracking - Data sources and reporting considerations |
| Topic 5: Integration and Data Management | 6% | - Data model and relationships - Data migration and quality - Integration patterns and tools |
| Topic 6: Intake and Interaction Channels | 9% | - Email, phone, chat, social, and web channels - Channel capabilities and limitations - Omni-channel routing and configuration |
| Topic 7: Implementation Strategies | 19% | - Licensing and deployment models - Project planning and requirements gathering - Consulting engagement lifecycle |
| Topic 8: Knowledge Management | 9% | - Article lifecycle and publishing - Knowledge base configuration and management - Knowledge-Centered Service (KCS) methodology |
| Topic 9: Service Console | - Configuration and usability - Feature combination and business value |
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