주제 | 소개 |
---|
주제 1 | - Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
|
주제 2 | - Explain the use cases, capabilities, and limitations of Flow important to case management.
|
주제 3 | - Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
|
주제 4 | - Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
|
주제 5 | - Explain the use cases and benefits for different interaction channels
- Identify the benefits of a knowledge base
|
주제 6 | - 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.)
|
주제 7 | - Given a set of business requirements, describe how a feature should be implemented
|
주제 8 | - Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
|
주제 9 | - Understand the key factors to consider when implementing a Knowledge data migration strategy
|
주제 10 | - Distinguish the key components that contribute to performance optimization within a design
|
주제 11 | - Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
|
주제 12 | - Given a scenario, determine appropriate contact center licensing and deployment strategies
|
주제 13 | - Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
- video channel, and social media.)
|
주제 14 | - Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
|
주제 15 | - Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
|
주제 16 | - Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
|
주제 17 | - Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
|
주제 18 | - Given a set of KPIs, determine the appropriate case management solution
- Identify use cases and capabilities of Social Customer Service
|
주제 19 | - Given business process requirements, determine the appropriate approach to case submission
- Explain the use cases and considerations for common Service Cloud Integrations
|
참조: https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/