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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 2
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
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 set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Topic 5
  • 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 6
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 7
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 8
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 9
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 10
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 11
  • Explain how different Service Console features work together to deliver business value
Topic 12
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 13
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 14
  • 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.).

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

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What is the duration of the CRT-261 Exam

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

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