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Certification Path

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

How to book the CRT-261 Exam

These are following steps for registering the CRT-261 exam. Step 1: Visit Webassessor Exam Registration Step 2: Signup/Login to Webassessor Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam Step 4: Select Date, time and confirm with a payment method

For more information, please click here.

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

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Salesforce CRT-261日本語 Exam Syllabus Topics:

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

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