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Salesforce CRT-261 Exam Reference

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

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The price of the CRT-261 exam is $200 USD.

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Who should take the CRT-261 exam

The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.

Salesforce CRT-261日本語 Exam Syllabus Topics:

SectionWeightObjectives
Intake and Interaction Channels9%- Channel capabilities and limitations
- Email, phone, chat, social, and web channels
- Omni-channel routing and configuration
Implementation Strategies19%- Consulting engagement lifecycle
- Project planning and requirements gathering
- Licensing and deployment models
Case Management11%- Entitlements, milestones and service level agreements
- Case creation, assignment, escalation and resolution
- Automation with Flow, Process Builder and macros
Service Cloud Solution Design19%- Solution design considerations and trade-offs
- Feature selection and alignment with requirements
- Scalability and maintainability
Service Console- Configuration and usability
- Feature combination and business value
Contact Center Analytics5%- Metrics and KPIs tracking
- Report and dashboard design
- Data sources and reporting considerations
Industry Knowledge22%- Contact center types and business drivers
- Service industry best practices
- Key metrics, KPIs and business challenges
Integration and Data Management6%- Integration patterns and tools
- Data model and relationships
- Data migration and quality
Knowledge Management9%- Knowledge base configuration and management
- Article lifecycle and publishing
- Knowledge-Centered Service (KCS) methodology

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