PDF Version DemoSalesforce Service Cloud Consultants CRT-261 Exam
Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Industry Knowledge | 22% | - Contact center types and business drivers - Key metrics, KPIs and business challenges - Service industry best practices |
| Topic 2: Service Console | - Feature combination and business value - Configuration and usability | |
| Topic 3: Intake and Interaction Channels | 9% | - Email, phone, chat, social, and web channels - Channel capabilities and limitations - Omni-channel routing and configuration |
| Topic 4: Knowledge Management | 9% | - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing - Knowledge base configuration and management |
| Topic 5: Implementation Strategies | 19% | - Project planning and requirements gathering - Consulting engagement lifecycle - Licensing and deployment models |
| Topic 6: Integration and Data Management | 6% | - Data migration and quality - Integration patterns and tools - Data model and relationships |
| Topic 7: Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Feature selection and alignment with requirements - Scalability and maintainability |
| Topic 8: Case Management | 11% | - Case creation, assignment, escalation and resolution - Entitlements, milestones and service level agreements - Automation with Flow, Process Builder and macros |
| Topic 9: Contact Center Analytics | 5% | - Metrics and KPIs tracking - Report and dashboard design - Data sources and reporting considerations |
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