PDF Version DemoSalesforce Service Cloud Consultants CRT-261 Exam
Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
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Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration and Data Management | 6% | - Data model and relationships - Integration patterns and tools - Data migration and quality |
| Topic 2: Service Console | - Feature combination and business value - Configuration and usability | |
| Topic 3: Intake and Interaction Channels | 9% | - Email, phone, chat, social, and web channels - Omni-channel routing and configuration - Channel capabilities and limitations |
| Topic 4: Contact Center Analytics | 5% | - Report and dashboard design - Metrics and KPIs tracking - Data sources and reporting considerations |
| Topic 5: Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Feature selection and alignment with requirements - Scalability and maintainability |
| Topic 6: Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Service industry best practices - Contact center types and business drivers |
| Topic 7: Case Management | 11% | - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros - Entitlements, milestones and service level agreements |
| Topic 8: Implementation Strategies | 19% | - Licensing and deployment models - Consulting engagement lifecycle - Project planning and requirements gathering |
| Topic 9: Knowledge Management | 9% | - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing - Knowledge base configuration and management |
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