Name: Certification Preparation for Service Cloud Consultant actual exam torrent & CRT-261 dumps will facilitate exam success
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CRT-261 Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:

Case Management 11%
Contact Center Analytics 5%
Knowledge Channels 9%
Service Cloud Solution Design 19%
Integration and Data Management 6%
Implementation Strategies 19%
Industry Knowledge 22%
Interaction Channels 9%

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Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 3	Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 4	Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 5	Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 6	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 7	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 8	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 9	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 10	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 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	Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 13	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 14	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS video channel, and social media.)
Topic 15	Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 16	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.).
Topic 17	Given a set of business requirements, describe how a feature should be implemented
Topic 18	Given a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Topic 19	Distinguish the key components that contribute to performance optimization within a design
Topic 20	Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 21	Explain how different Service Console features work together to deliver business value
Topic 22	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/

Difficulty in writing CRT-261 Exam

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