Salesforce Certification Preparation for Service Cloud Consultant (CRT-261日本語版) : CRT-261日本語 Exam Questions

  • Exam Code: CRT-261J
  • Exam Name: Certification Preparation for Service Cloud Consultant (CRT-261日本語版)
  • Updated: Sep 09, 2026
  • Q&As: 198 Questions and Answers

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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 2
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 3
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 4
  • 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 5
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 6
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 7
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 8
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 9
  • 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 10
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 11
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 12
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 13
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 14
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 15
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 16
  • 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 17
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 18
  • 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 19
  • Explain how different Service Console features work together to deliver business value
Topic 20
  • Distinguish the key components that contribute to performance optimization within a design
Topic 21
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.

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

What is the duration of the CRT-261 Exam

  • Length of Examination: 105 minutes
  • Format: Multiple choices, multiple answers
  • Passing Score: 67%
  • Number of Questions: 60

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