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Last Updated: Jun 13, 2026

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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Explain how different Service Console features work together to deliver business value
Topic 2
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 3
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 4
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 5
  • 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 6
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 7
  • Given a set of business requirements, describe how a feature should be implemented
Topic 8
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 9
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
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 scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 12
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 13
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 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.
Topic 15
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 16
  • 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 17
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 18
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 19
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 20
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback

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

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:

  • Knowledge Channels 9%
  • Industry Knowledge 22%
  • Contact Center Analytics 5%
  • Case Management 11%
  • Service Cloud Solution Design 19%
  • Interaction Channels 9%
  • Integration and Data Management 6%
  • Implementation Strategies 19%

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