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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • 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 3
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 4
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
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 business requirements, describe how a feature should be implemented
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
  • Explain how different Service Console features work together to deliver business value
Topic 9
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 10
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 11
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 12
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 13
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 14
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 15
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 16
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 17
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
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
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 20
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 21
  • Distinguish the key components that contribute to performance optimization within a design
Topic 22
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 23
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 24
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 25
  • 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 26
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance

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

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