Salesforce CRT-261 Exam Topics
Salesforce CRT-261 Exam Overview :
| Exam Name: | Prepare for your Service Cloud Consultant Certification Exam |
| Exam Code: | CRT-261 |
| Certifications: | Salesforce Service Cloud Consultant Certification |
| Actual Exam Duration: | 720 minutes |
| Expected no. of Questions in Actual Exam: | 60 |
| See Expected Questions: | Salesforce CRT-261 Expected Questions in Actual Exam |
Salesforce CRT-261 Exam Objectives :
| Section | Weight | Objectives |
|---|---|---|
| Knowledge of the Industry | 12% | Discuss what affects Contact Center metrics and KPIs. Weigh the risks and gains of achieving client goals. Describe standard practices and abilities for a service organization. |
| Strategies for Deployment | 14% | Outline steps for a successful consulting project, suggest deployment and training methods, and discuss data migration, quality, governance, and handling large volumes |
| Design of the Service Cloud Solution | 20% | Review customer needs to find the right solutions for service agents and customer interactions, considering pros and cons. Based on security needs, design a plan to protect customer data. |
| Managing the Knowledge | 8% | Describe how Salesforce Knowledge articles are made, used, reviewed, and stored, including KCS and top tips. Based on needs, set up Knowledge for support and self-help. |
| Interaction Channels and Intake | 15% | Suggest the best intake channels based on business needs. Explain how proposed channels can meet business goals. Review key design tips and practices for setting up channels. |
| Management of Cases | 18% | Create a case management system from start to finish based on specific needs or KPIs. Describe how to use Experience Cloud, chatbots, and Knowledge to avoid unnecessary cases. Detail setting up and using entitlements, milestones, and SLAs in Service Cloud. Explain what Service Cloud automation can do and when to use it. |
| Contact Center Analytics | 8% | Create Salesforce reports and dashboards to share key information with agents, managers, and executives based on the situation. |
| integrations | 5% | Describe how to use Service Cloud with other tools and data sources, including why and how to do it. |
| Official Information | https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/ |
Updates in the Salesforce CRT-261 Exam Topics:
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