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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
| Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| Service Channels and Integration | - Live Chat and Messaging Channels - Email-to-Case and Web-to-Case - CTI and Telephony Integration |
| Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Service Console and Productivity | - Service Console Configuration - Macros, Quick Text, and Lightning Productivity Tools |
| Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |
| Case Management | - Assignment Rules and Auto-Response Rules - Case Lifecycle and Routing - Entitlements and Milestones (SLA Management) |
| Analytics and Reporting | - Key Service Metrics and KPIs - Service Reports and Dashboards |
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