Try and practice the latest Salesforce : CRT-261日本語 real questions & answers

Last Updated: May 30, 2026

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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 2
  • 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 3
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 4
  • 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 5
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 6
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 7
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 8
  • Explain how different Service Console features work together to deliver business value
Topic 9
  • 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 10
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 11
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 12
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 13
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 14
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 15
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 16
  • Understand the key factors to consider when implementing a Knowledge data migration strategy

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

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