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Salesforce CRT-261 Exam Topics, Blueprint and Syllabus

Certification Preparation for Service Cloud Consultant

Last Update May 12, 2024
Total Questions : 198

Our Certified Service Cloud Consultant CRT-261 exam questions and answers cover all the topics of the latest Certification Preparation for Service Cloud Consultant exam, See the topics listed below. We also provide Salesforce CRT-261 exam dumps with accurate exam content to help you prepare for the exam quickly and easily. Additionally, we offer a range of Salesforce CRT-261 resources to help you understand the topics covered in the exam, such as Certified Service Cloud Consultant video tutorials, CRT-261 study guides, and CRT-261 practice exams. With these resources, you can develop a better understanding of the topics covered in the exam and be better prepared for success.

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Salesforce CRT-261 Exam Overview :

Exam Name Certification Preparation for Service Cloud Consultant
Exam Code CRT-261
Actual Exam Duration The Salesforce Certified Pardot Specialist exam (CRT-261) is a 90-minute.
Expected no. of Questions in Actual Exam 60
What exam is all about Salesforce Certified Platform App Builder is a certification exam that tests a candidate's knowledge and skills in developing custom applications on the Salesforce platform. The exam covers topics such as designing and developing custom applications, managing data and security, and troubleshooting and deploying custom applications.
Passing Score required The passing score for the Salesforce CRT-261 exam is 65%.
Competency Level required The Salesforce Certified Platform App Builder certification requires a minimum of six months of experience building custom applications on the Salesforce platform. Candidates should have a strong understanding of the declarative capabilities of the platform, including the ability to build custom user interfaces, business logic, and automation. Additionally, candidates should have a working knowledge of the Salesforce data model, security model, and development lifecycle.
Questions Format The Salesforce CRT-261 exam consists of multiple-choice and multiple-select questions.
Delivery of Exam The Salesforce Certified Technical Architect (CRT-261) exam is a multiple-choice exam that consists of 60 questions. The exam is designed to assess a candidate's knowledge and skills in designing, developing, and deploying secure, scalable, and reliable solutions on the Salesforce platform.
Language offered The Salesforce CRT-261 exam is offered in English.
Cost of exam The cost of the Salesforce CRT-261 exam is $200 USD.
Target Audience The target audience for the Salesforce CRT-261 certification exam is individuals who are looking to become certified Salesforce professionals. This includes individuals who are looking to become Salesforce administrators, developers, or consultants. The exam is designed to test the knowledge and skills of those who are looking to become certified in Salesforce.
Average Salary in Market The average salary for a Salesforce Certified Technical Architect (CRT-261) is around $150,000 per year.
Testing Provider The Salesforce Certified Platform App Builder (CRT-261) exam is offered by Salesforce. It is available for purchase through the Salesforce website.
Recommended Experience The recommended experience for the Salesforce CRT-261 exam is at least six months of hands-on experience developing custom applications on the Salesforce platform. This includes developing custom objects, fields, formulas, validation rules, workflows, Apex classes, Visualforce pages, and Lightning components. Additionally, experience with Salesforce data management, security, and integration is recommended.
Prerequisite The Prerequisite for Salesforce CRT-261 exam is that the candidate must have a valid Salesforce Administrator certification.
Retirement (If Applicable) The Salesforce CRT-261 exam does not have an expected retirement date.
Certification Track (RoadMap): The Salesforce CRT-261 exam is a certification track and roadmap for Salesforce professionals. It is designed to help Salesforce professionals demonstrate their knowledge and skills in the Salesforce platform. The exam covers topics such as Salesforce architecture, data modeling, automation, and security. It also covers topics related to the Salesforce AppExchange, Salesforce Lightning, and Salesforce Communities. Passing the exam will earn the individual the Salesforce Certified Technical Architect (CTA) credential.
Official Information https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/
See Expected Questions Salesforce CRT-261 Expected Questions in Actual Exam
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Salesforce CRT-261 Exam Topics :

Section Weight Objectives
Industry Knowledge 10%
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges.
  • Explain the use cases and benefits for different interaction channels.
  • 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.).
  • Identify the benefits of a knowledge base.
Implementation Strategies 15%
  • 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.
Service Cloud Solution Design 16%
  • 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 Salesforce Field Service.
Knowledge Management 9%
  • 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 record 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.
Interaction Channels 10%
  • Describe the use cases and functionality for each interaction channel (Experience Cloud Sites, mobile, phone, email, web, chat, and social media.)
  • Given business process requirements, determine the appropriate approach to case submission.
  • 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).
Case Management 15%
  • 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, Experience Cloud Sites, Chat, and Knowledge.
  • Given a set of KPIs, determine the appropriate case management solution.
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
  • Identify use cases and capabilities of Social Customer Service.
Contact Center Analytics 5%
  • 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).
Integration and Data Management 5%
  • Explain the use cases and considerations for common Service Cloud Integrations.
  • Explain the considerations for data migration and data quality.
Service Console 15%
  • 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.