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Salesforce 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.

Certification Path

The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.

What is the duration of the CRT-261 Exam

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

Salesforce CRT-261 Exam Syllabus Topics:

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

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

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