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Salesforce CRT-261日本語 Exam Syllabus Topics:

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

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

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CRT-261 Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:

  • Interaction Channels 9%
  • Knowledge Channels 9%
  • Implementation Strategies 19%
  • Integration and Data Management 6%
  • Industry Knowledge 22%
  • Service Cloud Solution Design 19%
  • Contact Center Analytics 5%
  • Case Management 11%

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