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

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

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Salesforce CRT-261日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Contact Center Analytics5%- Data sources and reporting considerations
- Metrics and KPIs tracking
- Report and dashboard design
Topic 2: Implementation Strategies19%- Consulting engagement lifecycle
- Project planning and requirements gathering
- Licensing and deployment models
Topic 3: Intake and Interaction Channels9%- Email, phone, chat, social, and web channels
- Omni-channel routing and configuration
- Channel capabilities and limitations
Topic 4: Knowledge Management9%- Article lifecycle and publishing
- Knowledge base configuration and management
- Knowledge-Centered Service (KCS) methodology
Topic 5: Case Management11%- Entitlements, milestones and service level agreements
- Case creation, assignment, escalation and resolution
- Automation with Flow, Process Builder and macros
Topic 6: Industry Knowledge22%- Contact center types and business drivers
- Service industry best practices
- Key metrics, KPIs and business challenges
Topic 7: Integration and Data Management6%- Data model and relationships
- Data migration and quality
- Integration patterns and tools
Topic 8: Service Console- Configuration and usability
- Feature combination and business value
Topic 9: Service Cloud Solution Design19%- Scalability and maintainability
- Feature selection and alignment with requirements
- Solution design considerations and trade-offs

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