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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 3
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 4
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 5
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 6
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 7
  • Distinguish the key components that contribute to performance optimization within a design
Topic 8
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 9
  • 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 10
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 11
  • Given a set of business requirements, describe how a feature should be implemented
Topic 12
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 13
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
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
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow

Reference: https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/

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