Exam Name: Certification Preparation for Service Cloud Consultant
253 Total Questions
Aug 4, 2020 updated
Exam Code: CRT-261
Certification Provider: Salesforce
253 Total QuestionAug 4, 2020 Updated
Questions & Answers (PDF)
253 Total QuestionAug 4, 2020 Updated
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What are the expected Topics in actual Salesforce CRT-261 Exam?
Answer: Following topics are likely to be tested in real
Salesforce CRT-261 Exam. Our
Salesforce CRT-261 exam preparpartion materials covers these and other topics as described by
Salesforce CRT-261 exam syllabus.
Explain the considerations for data migration and data quality/ Explain the factors that influence key contact center metrics, KPIs, and business challenges
Explain the use cases and benefits for different interaction channels/ Identify the benefits of a knowledge base
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.)
Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Given a scenario, determine appropriate contact center licensing and deployment strategies
Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Distinguish the key components that contribute to performance optimization within a design
Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Understand the key factors to consider when implementing a Knowledge data migration strategy
Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.)
Given business process requirements, determine the appropriate approach to case submission/ Explain the use cases and considerations for common Service Cloud Integrations
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).
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.
Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Given a set of KPIs, determine the appropriate case management solution/ Identify use cases and capabilities of Social Customer Service
Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Explain the use cases, capabilities, and limitations of Flow important to case management.
Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
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.).
Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Given a scenario, identify the appropriate Service Console features to meet the business need
Explain how different Service Console features work together to deliver business value
Given a set of business requirements, describe how a feature should be implemented
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