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What is the duration of the CRT-261 Exam

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

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Salesforce CRT-261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 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 KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
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
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 6
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 7
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 8
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 9
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 10
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 11
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 12
  • Distinguish the key components that contribute to performance optimization within a design
Topic 13
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 14
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
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).
Topic 16
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 17
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 18
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 19
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.

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

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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.

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