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  • Number of Questions: 60
  • Format: Multiple choices, multiple answers
  • Length of Examination: 105 minutes
  • Passing Score: 67%

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Salesforce CRT-261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 2
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 3
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 4
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 5
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 6
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 7
  • 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 8
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 9
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 10
  • 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 11
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 12
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 13
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 14
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 15
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 16
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 17
  • Explain how different Service Console features work together to deliver business value
Topic 18
  • 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 19
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 20
  • 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.)

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

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