Die Salesforce CRT-261 Zertifizierungsprüfung ist sehr populär in IT-Industrie. Es spielt eine übergreifende Bedeutung für die Leute, die ihre Arbeitsstelle erhöhen wollen. Und es ist auch die Wahl, die Leute klar sehen können. Außerdem dadurch können Sie Ihre Fähigkeit verbessern und mehr verwendbare Technik beherrschen. Damit können Sie Ihre Arbeit besser fertigen und auch anderen Ihre Fähigkeit zeigen.

Salesforce CRT-261 Prüfungsplan:

ThemaEinzelheiten
Thema 1
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Thema 2
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Thema 3
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Thema 4
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Thema 5
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Thema 6
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Thema 7
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Thema 8
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Thema 9
  • 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.).
Thema 10
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Thema 11
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Thema 12
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Thema 13
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Thema 14
  • 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.
Thema 15
  • 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).
Thema 16
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Thema 17
  • Given a set of business requirements, describe how a feature should be implemented
Thema 18
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Thema 19
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Thema 20
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Thema 21
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Thema 22
  • 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.)
Thema 23
  • Distinguish the key components that contribute to performance optimization within a design
Thema 24
  • Explain how different Service Console features work together to deliver business value

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Salesforce Certification Preparation for Service Cloud Consultant CRT-261 Prüfungsfragen mit Lösungen (Q112-Q117):

112. Frage
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

  • A. Implement team productivity dashboards.
  • B. Enable templates for written responses.
  • C. Streamline the agent interface.
  • D. Offer supports through Facebook and twitter.

Antwort: B,C


113. Frage
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

  • A. All of the above
  • B. Adds an activity or sends an email from the case record
  • C. Reads the case
  • D. Adds a related comment to the case
  • E. Edits the case

Antwort: E


114. Frage
What is a benefit of a customer community? Choose 2 answers.

  • A. Reduces incoming call volume
  • B. Eliminates the need to track service level agreements
  • C. Eliminates the need for support agents
  • D. Enables customers to log inquires without contacting an agent

Antwort: A,D


115. Frage
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

  • A. On the Calendar right hand panel
  • B. On a record Highlights Panel
  • C. On a utility bar of the Lightning App
  • D. On a record Activity Feed list

Antwort: D


116. Frage
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

  • A. Enable Chatter for agent collaboration.
  • B. Create auto response templates for emails.
  • C. Enable Knowledge in a Service Cloud portal.
  • D. Enable Ideas in a Service Cloud portal.

Antwort: B,C


117. Frage
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Wir alle wissen, dass die Salesforce CRT-261 Zertifizierungsprüfung in der IT-Branche eine zentrale Position darstellt. Aber die Kernfrage ist, dass es schwer ist, ein Salesforce CRT-261 Zertifikat zu erhalten. Wir wissen genau, dass im Internet relevanten Prüfungsmaterialien von guter Qualität fehlen. Die Examsfragen und Antworten von Pass4Test können allen an den Zertifizierungsprüfungen teilnehmenden Prüflingen irgendwann die notwendigen Informationen liefern. Wir versprechen Ihnen, dass Sie Ihre Salesforce CRT-261 Zertifizierungsprüfung einmalig bestehen können.

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