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Nowadays, most of people choose to get Salesforce certification CRT-261 exam. Owing the CRT-261 certification means that you have special and professional ability in the IT industry. If you acquire CRT-261 certification, which will be a light spot in your job interview, then it will leave a good impression on the employer and the good job, the promotion and the salary increase will following.
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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
| Section | Objectives |
|---|---|
| Topic 1: Service Console and Productivity | - Macros, Quick Text, and Lightning Productivity Tools - Service Console Configuration |
| Topic 2: Analytics and Reporting | - Service Reports and Dashboards - Key Service Metrics and KPIs |
| Topic 3: Case Management | - Entitlements and Milestones (SLA Management) - Case Lifecycle and Routing - Assignment Rules and Auto-Response Rules |
| Topic 4: Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| Topic 5: Service Channels and Integration | - Email-to-Case and Web-to-Case - CTI and Telephony Integration - Live Chat and Messaging Channels |
| Topic 6: Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |
| Topic 7: Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Topic 8: Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
Salesforce Certified Service cloud consultant
Certification Preparation for Service Cloud Consultant (CRT-261日本語版)
Salesforce Certified Service cloud consultant (Service-Cloud-Consultant日本語版)
Certification Preparation for Service Cloud Consultant
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