Salesforce CRT-261J exam dumps : Certification Preparation for Service Cloud Consultant (CRT-261日本語版)

  • Exam Code: CRT-261J
  • Exam Name: Certification Preparation for Service Cloud Consultant (CRT-261日本語版)
  • Updated: Jun 19, 2026     Q & A: 198 Questions and Answers

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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 2
  • 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.).
Topic 3
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 4
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 5
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 6
  • 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 7
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 8
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 9
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 10
  • 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 11
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 12
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 13
  • Given a set of business requirements, describe how a feature should be implemented
Topic 14
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 15
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 16
  • Explain how different Service Console features work together to deliver business value
Topic 17
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 18
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 19
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 20
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 21
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 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.)
Topic 23
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 24
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 25
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance

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

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How much CRT-261 Exam Cost

The price of the CRT-261 exam is $200 USD.

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