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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:

  • Service Cloud Solution Design 19%
  • Case Management 11%
  • Interaction Channels 9%
  • Contact Center Analytics 5%
  • Knowledge Channels 9%
  • Integration and Data Management 6%
  • Implementation Strategies 19%
  • Industry Knowledge 22%

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

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Salesforce CRT-261 Exam Reference

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Salesforce CRT-261日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implementation Strategies19%- Licensing and deployment models
- Project planning and requirements gathering
- Consulting engagement lifecycle
Topic 2: Service Console- Configuration and usability
- Feature combination and business value
Topic 3: Industry Knowledge22%- Service industry best practices
- Key metrics, KPIs and business challenges
- Contact center types and business drivers
Topic 4: Contact Center Analytics5%- Metrics and KPIs tracking
- Report and dashboard design
- Data sources and reporting considerations
Topic 5: Knowledge Management9%- Knowledge base configuration and management
- Knowledge-Centered Service (KCS) methodology
- Article lifecycle and publishing
Topic 6: Integration and Data Management6%- Data migration and quality
- Data model and relationships
- Integration patterns and tools
Topic 7: Intake and Interaction Channels9%- Omni-channel routing and configuration
- Channel capabilities and limitations
- Email, phone, chat, social, and web channels
Topic 8: Case Management11%- Automation with Flow, Process Builder and macros
- Entitlements, milestones and service level agreements
- Case creation, assignment, escalation and resolution
Topic 9: Service Cloud Solution Design19%- Solution design considerations and trade-offs
- Scalability and maintainability
- Feature selection and alignment with requirements

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