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Last Updated: Sep 08, 2026
No. of Questions: 198 Questions & Answers with Testing Engine
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What is the duration of the CRT-261 Exam
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
- Passing Score: 67%
- Number of Questions: 60
Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intake and Interaction Channels | 9% | - Omni-channel routing and configuration - Channel capabilities and limitations - Email, phone, chat, social, and web channels |
| Knowledge Management | 9% | - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing - Knowledge base configuration and management |
| Implementation Strategies | 19% | - Project planning and requirements gathering - Consulting engagement lifecycle - Licensing and deployment models |
| Service Console | - Feature combination and business value - Configuration and usability | |
| Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Contact center types and business drivers - Service industry best practices |
| Service Cloud Solution Design | 19% | - Feature selection and alignment with requirements - Scalability and maintainability - Solution design considerations and trade-offs |
| Case Management | 11% | - Automation with Flow, Process Builder and macros - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution |
| Contact Center Analytics | 5% | - Metrics and KPIs tracking - Data sources and reporting considerations - Report and dashboard design |
| Integration and Data Management | 6% | - Integration patterns and tools - Data migration and quality - Data model and relationships |
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