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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.

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CRT-261 Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:

  • Case Management 11%
  • Industry Knowledge 22%
  • Interaction Channels 9%
  • Contact Center Analytics 5%
  • Integration and Data Management 6%
  • Implementation Strategies 19%
  • Service Cloud Solution Design 19%
  • Knowledge Channels 9%

How to book the CRT-261 Exam

These are following steps for registering the CRT-261 exam. Step 1: Visit Webassessor Exam Registration Step 2: Signup/Login to Webassessor Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam Step 4: Select Date, time and confirm with a payment method

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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
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
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 4
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 5
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 6
  • Explain how different Service Console features work together to deliver business value
Topic 7
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 8
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 9
  • Given a set of business requirements, describe how a feature should be implemented
Topic 10
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 11
  • Distinguish the key components that contribute to performance optimization within a design
Topic 12
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 13
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 14
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 15
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 16
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 17
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 18
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 19
  • 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.).

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

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