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Salesforce CRT-261 Exam Reference
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Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 9% | - Knowledge base configuration and management - Article lifecycle and publishing - Knowledge-Centered Service (KCS) methodology |
| Topic 2: Contact Center Analytics | 5% | - Report and dashboard design - Metrics and KPIs tracking - Data sources and reporting considerations |
| Topic 3: Service Cloud Solution Design | 19% | - Scalability and maintainability - Feature selection and alignment with requirements - Solution design considerations and trade-offs |
| Topic 4: Industry Knowledge | 22% | - Service industry best practices - Key metrics, KPIs and business challenges - Contact center types and business drivers |
| Topic 5: Service Console | - Configuration and usability - Feature combination and business value | |
| Topic 6: Implementation Strategies | 19% | - Consulting engagement lifecycle - Licensing and deployment models - Project planning and requirements gathering |
| Topic 7: Intake and Interaction Channels | 9% | - Channel capabilities and limitations - Omni-channel routing and configuration - Email, phone, chat, social, and web channels |
| Topic 8: Integration and Data Management | 6% | - Integration patterns and tools - Data migration and quality - Data model and relationships |
| Topic 9: Case Management | 11% | - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros - Entitlements, milestones and service level agreements |
