Name: CRT-261 Exam Simulation: Certification Preparation for Service Cloud Consultant & CRT-261 Study Guide Materials
Brand: Salesforce
SKU: DPESP4SCECF817D98EFD382
Price: 59.98 USD
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Certification Path

The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.

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The benefit in Obtaining the CRT-261 Exam Certification

When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.
If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.
After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.
A candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.

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Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 2	Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 3	Distinguish the key components that contribute to performance optimization within a design
Topic 4	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS video channel, and social media.)
Topic 5	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 6	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 7	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 8	Given a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Topic 9	Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 10	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 11	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 12	Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 13	Given a set of business requirements, describe how a feature should be implemented
Topic 14	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 15	Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 16	Explain how different Service Console features work together to deliver business value
Topic 17	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 18	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).

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

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