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What is the duration of the CRT-261 Exam
- Number of Questions: 60
- Length of Examination: 105 minutes
- Format: Multiple choices, multiple answers
- Passing Score: 67%
How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
How to book the CRT-261 Exam
These are following steps for registering the CRT-261 exam. Step 1: Visit Webassessor Exam Registration Step 2: Signup/Login to Webassessor Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam Step 4: Select Date, time and confirm with a payment method
For more information, please click here.
CRT-261 Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:
- Interaction Channels 9%
- Implementation Strategies 19%
- Integration and Data Management 6%
- Knowledge Channels 9%
- Case Management 11%
- Contact Center Analytics 5%
- Service Cloud Solution Design 19%
- Industry Knowledge 22%
Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Scalability and maintainability - Feature selection and alignment with requirements |
| Topic 2: Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Service industry best practices - Contact center types and business drivers |
| Topic 3: Intake and Interaction Channels | 9% | - Email, phone, chat, social, and web channels - Channel capabilities and limitations - Omni-channel routing and configuration |
| Topic 4: Knowledge Management | 9% | - Article lifecycle and publishing - Knowledge-Centered Service (KCS) methodology - Knowledge base configuration and management |
| Topic 5: Service Console | - Configuration and usability - Feature combination and business value | |
| Topic 6: Case Management | 11% | - Automation with Flow, Process Builder and macros - Case creation, assignment, escalation and resolution - Entitlements, milestones and service level agreements |
| Topic 7: Implementation Strategies | 19% | - Consulting engagement lifecycle - Project planning and requirements gathering - Licensing and deployment models |
| Topic 8: Contact Center Analytics | 5% | - Data sources and reporting considerations - Metrics and KPIs tracking - Report and dashboard design |
| Topic 9: Integration and Data Management | 6% | - Integration patterns and tools - Data migration and quality - Data model and relationships |
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