Pass your actual test at first attempt with Salesforce CRT-261日本語 training material
Last Updated: Aug 06, 2026
No. of Questions: 198 Questions & Answers with Testing Engine
Download Limit: Unlimited
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 5% | - Data sources and reporting considerations - Metrics and KPIs tracking - Report and dashboard design |
| Topic 2: Industry Knowledge | 22% | - Service industry best practices - Contact center types and business drivers - Key metrics, KPIs and business challenges |
| Topic 3: Integration and Data Management | 6% | - Data migration and quality - Integration patterns and tools - Data model and relationships |
| Topic 4: Implementation Strategies | 19% | - Project planning and requirements gathering - Licensing and deployment models - Consulting engagement lifecycle |
| Topic 5: Intake and Interaction Channels | 9% | - Channel capabilities and limitations - Email, phone, chat, social, and web channels - Omni-channel routing and configuration |
| Topic 6: Service Console | - Feature combination and business value - Configuration and usability | |
| Topic 7: Knowledge Management | 9% | - Knowledge-Centered Service (KCS) methodology - Knowledge base configuration and management - Article lifecycle and publishing |
| Topic 8: Case Management | 11% | - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros - Entitlements, milestones and service level agreements |
| Topic 9: Service Cloud Solution Design | 19% | - Scalability and maintainability - Solution design considerations and trade-offs - Feature selection and alignment with requirements |
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