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- When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Contact center types and business drivers - Service industry best practices |
| Service Console | - Feature combination and business value - Configuration and usability | |
| Intake and Interaction Channels | 9% | - Channel capabilities and limitations - Omni-channel routing and configuration - Email, phone, chat, social, and web channels |
| Knowledge Management | 9% | - Article lifecycle and publishing - Knowledge-Centered Service (KCS) methodology - Knowledge base configuration and management |
| Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Feature selection and alignment with requirements - Scalability and maintainability |
| Integration and Data Management | 6% | - Data model and relationships - Data migration and quality - Integration patterns and tools |
| Implementation Strategies | 19% | - Project planning and requirements gathering - Consulting engagement lifecycle - Licensing and deployment models |
| Contact Center Analytics | 5% | - Metrics and KPIs tracking - Data sources and reporting considerations - Report and dashboard design |
| Case Management | 11% | - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros - Entitlements, milestones and service level agreements |
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