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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Topic 2
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 3
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 4
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 5
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 6
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 7
  • Distinguish the key components that contribute to performance optimization within a design
Topic 8
  • Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Topic 9
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 10
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 11
  • Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
Topic 12
  • Given a set of business requirements, describe how a feature should be implemented
Topic 13
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 14
  • Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service
  • depot repair, B2C, B2B, etc.)
Topic 15
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 16
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 17
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 18
  • Explain how different Service Console features work together to deliver business value
Topic 19
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 20
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 21
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 22
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge

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.

How to study the CRT-261 Exam

There are two main types of resources for preparation of certification exams first there are the study guides and the books that are detailed and suitable for building knowledge from ground up then there are video tutorial and lectures that can somehow ease the pain of through study and are comparatively less boring for some candidates yet these demand time and concentration from the learner. Smart Candidates who want to build a solid foundation in all exam topics and related technologies usually combine video lectures with study guides to reap the benefits of both but there is one crucial preparation tool as often overlooked by most candidates the practice exams. Practice exams are built to make students comfortable with the real exam environment. Statistics have shown that most students fail not due to that preparation but due to exam anxiety the fear of the unknown. PrepAwayExam expert team recommends you to prepare some notes on these topics along with it don't forget to practice CRT-261 Exam exam dumps which been written by our expert team, Both these will help you a lot to clear this exam with good marks.

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