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Salesforce Certification Preparation for Service Cloud Consultant (CRT-261日本語版) - CRT-261日本語 dump torrent

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CRT-261日本語 Guide Torrent
  • Exam Code: CRT-261J
  • Exam Name: Certification Preparation for Service Cloud Consultant (CRT-261日本語版)

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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 2
  • Distinguish the key components that contribute to performance optimization within a design
Topic 3
  • 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 4
  • Given a set of business requirements, describe how a feature should be implemented
Topic 5
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 6
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 7
  • 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 8
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 9
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 10
  • Explain how different Service Console features work together to deliver business value
Topic 11
  • 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 12
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 13
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 14
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 15
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 16
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 17
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback

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

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