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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:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Intake and Interaction Channels | 9% | - 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 Management | 9% | - Knowledge base configuration and management - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing |
| Topic 4: Case Management | 11% | - Automation with Flow, Process Builder and macros - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution |
| Topic 5: Industry Knowledge | 22% | - Contact center types and business drivers - Service industry best practices - Key metrics, KPIs and business challenges |
| Topic 6: Integration and Data Management | 6% | - Data migration and quality - Integration patterns and tools - Data model and relationships |
| Topic 7: Implementation Strategies | 19% | - Project planning and requirements gathering - Consulting engagement lifecycle - Licensing and deployment models |
| Topic 8: Contact Center Analytics | 5% | - Report and dashboard design - Data sources and reporting considerations - Metrics and KPIs tracking |
| Topic 9: Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Scalability and maintainability - Feature selection and alignment with requirements |
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