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ServiceNow CRMA Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Integration and Technical Design14.6%- Apply KPIs to evaluate CRM implementation health and success
- Design user-friendly interfaces across roles and functions
Topic 2: Translation of Business Requirements to Technical Solutions18.8%- Recommend CRM solutions addressing specific business requirements
Topic 3: Stakeholder Engagement and Requirements Gathering8.3%- Demonstrate CRM value in driving digital transformation
Topic 4: CRM Solution Design for Use Cases14.6%- Sequence multi-phase implementation plans and roadmaps
- Identify appropriate record types for CRM use cases
- Determine appropriate architectural approaches
- Evaluate and apply domain separation strategies
Topic 5: CRM Architecture and Platform Alignment35.4%- Define organizational hierarchy and location structure
- Identify regulatory requirements for CRM data
- Determine appropriate data model based on use case and persona
- Determine platform customizations based on use case and persona
- Align strategies with platform and product best practices
Topic 6: Hands-on Technical Implementation Expertise8.3%- Design and implement future-state architecture and process flows

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