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Salesforce CRT-261 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
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 3
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 4
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 5
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 6
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 7
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 8
  • Distinguish the key components that contribute to performance optimization within a design
Topic 9
  • Explain how different Service Console features work together to deliver business value
Topic 10
  • Given a set of business requirements, describe how a feature should be implemented
Topic 11
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 12
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 13
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 14
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)

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

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The price of the CRT-261 exam is $200 USD.

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What is the duration of the CRT-261 Exam

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

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