Name: 由最新的Certification Preparation for Service Cloud Consultant考試指南編訂的題庫資料 - 提高Certification Preparation for Service Cloud Consultant考試的通過率
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Salesforce CRT-261 考試大綱：

主題	簡介
主題 1	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
主題 2	Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
主題 3	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.).
主題 4	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
主題 5	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
主題 6	Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
主題 7	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
主題 8	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
主題 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).
主題 10	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
主題 11	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
主題 12	Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
主題 13	Given a set of business requirements, describe how a feature should be implemented

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

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