Black Friday Special Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: cramtick70

Salesforce CRT-261 Exam Syllabus

Salesforce Certified Service cloud consultant (SU24)

Last Update Nov 24, 2024
Total Questions : 198

What is Included in the Salesforce CRT-261 Exam?

If you want to pass the Salesforce CRT-261 exam on the first attempt, you need an updated study guide for the syllabus and concise and comprehensive study material which is available at Cramtick. Cramtick has all the authentic study material for the Salesforce CRT-261 exam syllabus. You must go through all this information and study guide while doing the preparation and before appearing for the CRT-261 exam. Our IT professionals have planned and designed the Salesforce Salesforce Certified Service cloud consultant (SU24) certification exam preparation guide in such a way to give the exam overview, practice questions, practice test, prerequisites, and information about exam topics facilitating you to go through the Salesforce Salesforce Certified Service cloud consultant (SU24) exam. We endorse you to use the preparation material mentioned in this study guide to cover the entire Salesforce CRT-261 syllabus. Cramtick offers 2 formats of Salesforce CRT-261 exam preparation material. Every format that is available at Cramtick aids its customers with new practice questions in PDF format that is printable as hard copies of the syllabus. Cramtick also offers a software testing engine that is GUI based can run on Windows PC and MAC machines. Our testing engine is interactive helping you to keep your test record in your profile so that you can practice more and more until fully ready for the exam.

CRT-261 Exam Details

Salesforce CRT-261 Exam Detail

Free CRT-261 Questions

Free CRT-261 Exam Questions

Get Premium Access

Get Premium Self-Assessment Practice Test

Salesforce CRT-261 Exam Overview :

Exam Name Salesforce Certified Service cloud consultant (SU24)
Exam Code CRT-261
Actual Exam Duration 720 minutes
Expected no. of Questions in Actual Exam 60
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
Take Self-Assessment Use Salesforce CRT-261 Practice Test to Assess your preparation - Save Time and Reduce Chances of Failure

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.

Updates in the Salesforce CRT-261 Exam Syllabus:

Cramtick's authentic study material entails both practice questions and practice test. Salesforce CRT-261 exam questions and practice test are the best options to appear in the exam confidently and well-prepared. In order to pass the actual Salesforce Certified Service cloud consultant (SU24) CRT-261 exam in the first attempt, you have to work really hard on these Salesforce CRT-261 questions, offering you with updated study guide, for the whole exam syllabus. While you are studying actual questions, you should also make use of the Salesforce CRT-261 practice test for self-analysis and actual exam simulation by taking it. Studying again and again of actual exam questions will remove your mistakes with the Salesforce Certified Service cloud consultant (SU24) CRT-261 exam practice test. Online and windows-based, Mac-Based formats of the CRT-261 exam practice tests are available for self-assessment.

Certified Service Cloud Consultant | CRT-261 Questions Answers | CRT-261 Test Prep | Certification Preparation for Service Cloud Consultant Questions PDF | CRT-261 Online Exam | CRT-261 Practice Test | CRT-261 PDF | CRT-261 Test Questions | CRT-261 Study Material | CRT-261 Exam Preparation | CRT-261 Valid Dumps | CRT-261 Real Questions | Certified Service Cloud Consultant CRT-261 Exam Questions