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