| 主題 | 簡介 |
|---|
| 主題 1 | - Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
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| 主題 2 | - Given a scenario, identify the appropriate Service Console features to meet the business need
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| 主題 3 | - Given business process requirements, determine the appropriate approach to case submission
- Explain the use cases and considerations for common Service Cloud Integrations
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| 主題 4 | - Distinguish the key components that contribute to performance optimization within a design
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| 主題 5 | - Explain the use cases, capabilities, and limitations of Flow important to case management.
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| 主題 6 | - Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
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| 主題 7 | - Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
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| 主題 8 | - Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
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| 主題 9 | - Given a set of KPIs, determine the appropriate case management solution
- Identify use cases and capabilities of Social Customer Service
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| 主題 10 | - 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).
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| 主題 11 | - Understand the key factors to consider when implementing a Knowledge data migration strategy
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| 主題 12 | - Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
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| 主題 13 | - Explain the use cases and benefits for different interaction channels
- Identify the benefits of a knowledge base
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| 主題 14 | - Given a scenario, determine appropriate contact center licensing and deployment strategies
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| 主題 15 | - Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
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| 主題 16 | - Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
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| 主題 17 | - 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.
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| 主題 18 | - Explain the considerations for data migration and data quality
- Explain the factors that influence key contact center metrics, KPIs, and business challenges
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| 主題 19 | - Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
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| 主題 20 | - Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
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| 主題 21 | - Explain how different Service Console features work together to deliver business value
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| 主題 22 | - Given a set of business requirements, describe how a feature should be implemented
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991位客戶反饋
我們對我們的產品非常有信心，所以我們不提供会给客户带去麻煩的產品。
59.125.11.* -
感謝VCESoft網站提供的考試題庫，讓我在CRT-261考試中以高分通過了考試。