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Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| Topic 2: Service Channels and Integration | - CTI and Telephony Integration - Email-to-Case and Web-to-Case - Live Chat and Messaging Channels |
| Topic 3: Case Management | - Assignment Rules and Auto-Response Rules - Case Lifecycle and Routing - Entitlements and Milestones (SLA Management) |
| Topic 4: Service Console and Productivity | - Service Console Configuration - Macros, Quick Text, and Lightning Productivity Tools |
| Topic 5: Service Cloud Concepts | - Service Cloud Core Capabilities - Customer Service & Support Fundamentals |
| Topic 6: Analytics and Reporting | - Service Reports and Dashboards - Key Service Metrics and KPIs |
| Topic 7: Omni-Channel and Routing | - Workload Management and Skills-Based Routing - Omni-Channel Routing |
| Topic 8: Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
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