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Salesforce CRT-261日本語 Exam Syllabus Topics:

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

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

Certification Path

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

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