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  • After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
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Reference: https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/

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Salesforce 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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Salesforce CRT-261日本語 Exam Syllabus Topics:

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