Certification Preparation for Service Cloud Consultant (CRT-261日本語版): CRT-261 Exam


"Certification Preparation for Service Cloud Consultant (CRT-261日本語版)", also known as CRT-261 exam, is a Salesforce Certification. With the complete collection of questions and answers, ExamcollectionPass has assembled to take you through 198 Q&As to your CRT-261 Exam preparation. In the CRT-261 exam resources, you will cover every field and category in Salesforce Service Cloud Consultant Certification helping to ready you for your successful Salesforce Certification.

  • Exam Code: CRT-261
  • Exam Name: Certification Preparation for Service Cloud Consultant (CRT-261日本語版)
  • Total Questions: 198

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What is the duration of the CRT-261 Exam

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

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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 2
  • 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 3
  • 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 4
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 5
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 6
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 7
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 8
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 9
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 10
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 11
  • 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 12
  • Explain how different Service Console features work together to deliver business value
Topic 13
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 14
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
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
  • Given a set of business requirements, describe how a feature should be implemented
Topic 17
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 18
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 19
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations

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

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