This Salesforce CRT-261 exam is very difficult to prepare. Because it requires all candidate attention with practice. So, if Candidate wants to pass this Salesforce CRT-261 exam with good grades then he has to choose the right preparation material. By passing the Salesforce CRT-261 exam can make a lot of difference in your career. Many Candidates wants to achieve success in the Salesforce CRT-261 exam but they are failing in it. Because of their wrong selection but if the candidate can get valid and latest Salesforce CRT-261 study material then he can easily get good grades in the Salesforce CRT-261 exam. ExamCost providing many Salesforce CRT-261 exam questions that help the candidate to get success in the Salesforce CRT-261 test. Our Salesforce CRT-261 exam dumps specially designed for those who want to get their desired results in the just first attempt. Salesforce CRT-261 braindump questions provided by ExamCost make candidate preparation material more impactful and the best part is that the training material provided by ExamCost for Salesforce CRT-261 exams are designed by our experts in the several fields of the IT industry.
| Topic |
Details |
| Topic 1 |
- 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 2 |
- Explain the considerations for data migration and data quality
- Explain the factors that influence key contact center metrics, KPIs, and business challenges
|
| Topic 3 |
- Given business process requirements, determine the appropriate approach to case submission
- Explain the use cases and considerations for common Service Cloud Integrations
|
| Topic 4 |
- 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.
|
| Topic 5 |
- Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
|
| Topic 6 |
- Distinguish the key components that contribute to performance optimization within a design
|
| Topic 7 |
- Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
|
| Topic 8 |
- Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
|
| Topic 9 |
- Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
|
| Topic 10 |
- Explain the use cases, capabilities, and limitations of Flow important to case management.
|
| Topic 11 |
- Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
|
| Topic 12 |
- Given a scenario, identify the appropriate Service Console features to meet the business need
|
| Topic 13 |
- Given a scenario, determine appropriate contact center licensing and deployment strategies
|
| Topic 14 |
- Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
|
| Topic 15 |
- Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
|
| Topic 16 |
- 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.)
|
| Topic 17 |
- Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
|
| Topic 18 |
- 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 19 |
- Given a set of business requirements, describe how a feature should be implemented
|
| Topic 20 |
- Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
|
| Topic 21 |
- Understand the key factors to consider when implementing a Knowledge data migration strategy
|
| Topic 22 |
- Given a set of KPIs, determine the appropriate case management solution
- Identify use cases and capabilities of Social Customer Service
|
