Name: Certification Preparation for Service Cloud Consultant test for engine, CRT-261 VCE test engine
Brand: Salesforce
SKU: T4ED21A39E3EE465946
Price: 59.98 USD
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What is the duration of the CRT-261 Exam

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

Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	Distinguish the key components that contribute to performance optimization within a design
Topic 2	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 3	Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 4	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 5	Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 6	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 7	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 8	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 9	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS video channel, and social media.)
Topic 10	Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 11	Explain how different Service Console features work together to deliver business value
Topic 12	Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 13	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 14	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
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 a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Topic 17	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 18	Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 19	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 20	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.).

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

For more info visit:

Salesforce CRT-261 Exam Reference

How much CRT-261 Exam Cost

The price of the CRT-261 exam is $200 USD.

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