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Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
Who should take the CRT-261 exam
The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.
How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
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Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Console | - Configuration and usability - Feature combination and business value | |
| Topic 2: Industry Knowledge | 22% | - Service industry best practices - Key metrics, KPIs and business challenges - Contact center types and business drivers |
| Topic 3: Integration and Data Management | 6% | - Data migration and quality - Integration patterns and tools - Data model and relationships |
| Topic 4: Case Management | 11% | - Entitlements, milestones and service level agreements - Automation with Flow, Process Builder and macros - Case creation, assignment, escalation and resolution |
| Topic 5: Service Cloud Solution Design | 19% | - Scalability and maintainability - Solution design considerations and trade-offs - Feature selection and alignment with requirements |
| Topic 6: Implementation Strategies | 19% | - Consulting engagement lifecycle - Project planning and requirements gathering - Licensing and deployment models |
| Topic 7: Knowledge Management | 9% | - Knowledge-Centered Service (KCS) methodology - Knowledge base configuration and management - Article lifecycle and publishing |
| Topic 8: Contact Center Analytics | 5% | - Data sources and reporting considerations - Metrics and KPIs tracking - Report and dashboard design |
| Topic 9: Intake and Interaction Channels | 9% | - Channel capabilities and limitations - Omni-channel routing and configuration - Email, phone, chat, social, and web channels |
