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Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Console | - Feature combination and business value - Configuration and usability | |
| Case Management | 11% | - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros |
| Integration and Data Management | 6% | - Data migration and quality - Integration patterns and tools - Data model and relationships |
| Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Service industry best practices - Contact center types and business drivers |
| Knowledge Management | 9% | - Knowledge base configuration and management - Article lifecycle and publishing - Knowledge-Centered Service (KCS) methodology |
| Intake and Interaction Channels | 9% | - Omni-channel routing and configuration - Email, phone, chat, social, and web channels - Channel capabilities and limitations |
| Contact Center Analytics | 5% | - Data sources and reporting considerations - Report and dashboard design - Metrics and KPIs tracking |
| Implementation Strategies | 19% | - Project planning and requirements gathering - Licensing and deployment models - Consulting engagement lifecycle |
| Service Cloud Solution Design | 19% | - Feature selection and alignment with requirements - Solution design considerations and trade-offs - Scalability and maintainability |
