PDF Version DemoDifficulty in writing CRT-261 Exam
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What is the duration of the CRT-261 Exam
- Passing Score: 67%
- Number of Questions: 60
- Length of Examination: 105 minutes
- Format: Multiple choices, multiple answers
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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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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Strategies | 19% | - Consulting engagement lifecycle - Licensing and deployment models - Project planning and requirements gathering |
| Topic 2: Service Console | - Feature combination and business value - Configuration and usability | |
| Topic 3: Contact Center Analytics | 5% | - Data sources and reporting considerations - Metrics and KPIs tracking - Report and dashboard design |
| Topic 4: Integration and Data Management | 6% | - Data model and relationships - Data migration and quality - Integration patterns and tools |
| Topic 5: Intake and Interaction Channels | 9% | - Omni-channel routing and configuration - Channel capabilities and limitations - Email, phone, chat, social, and web channels |
| Topic 6: Case Management | 11% | - Automation with Flow, Process Builder and macros - Case creation, assignment, escalation and resolution - Entitlements, milestones and service level agreements |
| Topic 7: Knowledge Management | 9% | - Knowledge base configuration and management - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing |
| Topic 8: Industry Knowledge | 22% | - Contact center types and business drivers - Service industry best practices - Key metrics, KPIs and business challenges |
| Topic 9: Service Cloud Solution Design | 19% | - Scalability and maintainability - Feature selection and alignment with requirements - Solution design considerations and trade-offs |
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