| Topic | Details |
|---|
| Topic 1 | - Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
- video channel, and social media.)
|
| Topic 2 | - Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
|
| Topic 3 | - Explain the use cases and benefits for different interaction channels
- Identify the benefits of a knowledge base
|
| Topic 4 | - Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
|
| Topic 5 | - Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
|
| Topic 6 | - 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 7 | - 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 8 | - Distinguish the key components that contribute to performance optimization within a design
|
| Topic 9 | - Explain the use cases, capabilities, and limitations of Flow important to case management.
|
| Topic 10 | - Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
|
| Topic 11 | - Understand the key factors to consider when implementing a Knowledge data migration strategy
|
| Topic 12 | - Explain the considerations for data migration and data quality
- Explain the factors that influence key contact center metrics, KPIs, and business challenges
|
| Topic 13 | - Given a set of KPIs, determine the appropriate case management solution
- Identify use cases and capabilities of Social Customer Service
|
| Topic 14 | - 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 15 | - Given a scenario, identify the appropriate Service Console features to meet the business need
|
| Topic 16 | - Given business process requirements, determine the appropriate approach to case submission
- Explain the use cases and considerations for common Service Cloud Integrations
|
| Topic 17 | - Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
|
| Topic 18 | - Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
|
| Topic 19 | - Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
|
| Topic 20 | - Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
|
| Topic 21 | - Given a set of business requirements, describe how a feature should be implemented
|
| Topic 22 | - Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
|
The price of the CRT-261 exam is $200 USD.