CRT-261 Exam topics
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- Knowledge Channels 9%
- Service Cloud Solution Design 19%
- Industry Knowledge 22%
- Implementation Strategies 19%
- Contact Center Analytics 5%
- Integration and Data Management 6%
- Interaction Channels 9%
- Case Management 11%
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Salesforce CRT-261 Exam Reference
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What is the duration of the CRT-261 Exam
- Passing Score: 67%
- Length of Examination: 105 minutes
- Number of Questions: 60
- Format: Multiple choices, multiple answers
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.
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Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integration and Data Management | 6% | - Data migration and quality - Integration patterns and tools - Data model and relationships |
| Knowledge Management | 9% | - Knowledge base configuration and management - Article lifecycle and publishing - Knowledge-Centered Service (KCS) methodology |
| Case Management | 11% | - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros |
| Implementation Strategies | 19% | - Consulting engagement lifecycle - Project planning and requirements gathering - Licensing and deployment models |
| Service Cloud Solution Design | 19% | - Feature selection and alignment with requirements - Scalability and maintainability - Solution design considerations and trade-offs |
| Industry Knowledge | 22% | - Contact center types and business drivers - Service industry best practices - Key metrics, KPIs and business challenges |
| Intake and Interaction Channels | 9% | - Email, phone, chat, social, and web channels - Channel capabilities and limitations - Omni-channel routing and configuration |
| Service Console | - Configuration and usability - Feature combination and business value | |
| Contact Center Analytics | 5% | - Metrics and KPIs tracking - Data sources and reporting considerations - Report and dashboard design |
