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Salesforce CRT-261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 2
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 3
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 4
  • Given a set of business requirements, describe how a feature should be implemented
Topic 5
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 6
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 7
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 8
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 9
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 10
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 11
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 12
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 13
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 14
  • Distinguish the key components that contribute to performance optimization within a design
Topic 15
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 16
  • Explain how different Service Console features work together to deliver business value
Topic 17
  • 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 18
  • 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 19
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 20
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 21
  • 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 22
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 23
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 24
  • Given a scenario, determine appropriate contact center licensing and deployment strategies

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

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