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Salesforce CRT-261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 3
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 4
  • Given a set of business requirements, describe how a feature should be implemented
Topic 5
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 6
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 7
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 8
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 9
  • 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 10
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 11
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 12
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 13
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 14
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 15
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 16
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 17
  • 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 18
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 19
  • 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 20
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 21
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 22
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 23
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 24
  • Explain how different Service Console features work together to deliver business value
Topic 25
  • Distinguish the key components that contribute to performance optimization within a design
Topic 26
  • Given a scenario, identify the appropriate Service Console features to meet the business need

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

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