Salesforce CRT-261日本語 Exam : 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: Sep 16, 2026
  • Q & A: 198 Questions and Answers

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

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Salesforce CRT-261日本語 Exam Syllabus Topics:

SectionObjectives
Service Channels and Integration- Email-to-Case and Web-to-Case
- CTI and Telephony Integration
- Live Chat and Messaging Channels
Service Console and Productivity- Macros, Quick Text, and Lightning Productivity Tools
- Service Console Configuration
Omni-Channel and Routing- Omni-Channel Routing
- Workload Management and Skills-Based Routing
Analytics and Reporting- Service Reports and Dashboards
- Key Service Metrics and KPIs
Knowledge Management- Salesforce Knowledge Setup
- Article Lifecycle and Data Categories
Service Cloud Concepts- Service Cloud Core Capabilities
- Customer Service & Support Fundamentals
Case Management- Entitlements and Milestones (SLA Management)
- Case Lifecycle and Routing
- Assignment Rules and Auto-Response Rules
Communities and Self-Service- Self-Service Portals
- Experience Cloud for Service

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