Salesforce CRT-261日本語 Valid Dump : Certification Preparation for Service Cloud Consultant (CRT-261日本語版)

CRT-261日本語 real exams

Exam Code: CRT-261J

Exam Name: Certification Preparation for Service Cloud Consultant (CRT-261日本語版)

Updated: Apr 28, 2025

Q & A: 199 Questions and Answers

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Certification Path

The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.

Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 2
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 3
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 4
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 5
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 6
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 7
  • 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 8
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 9
  • Distinguish the key components that contribute to performance optimization within a design
Topic 10
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 11
  • Given a set of business requirements, describe how a feature should be implemented
Topic 12
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 13
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
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.).
Topic 15
  • 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).

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

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