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