1 Stakeholder Engagement and Requirements Gathering
8%
- Given a use case, demonstrate the value of CRM implementation in driving digital transformation across an organization
2 CRM Architecture and Platform Alignment
35%
- Given a use case: Select strategies that align with platform and product-leading practices
- Identify regulatory requirements relevant to CRM implementation data
- Determine the appropriate data model based on the use case and persona
- Determine appropriate platform customizations based on the use case and persona
- Determine the appropriate organizational hierarchy and location structure based on the use case
3 Integration and Technical Design
15%
- Given a use case: Recommend user-friendly interfaces that support usability across roles and business functions
- Apply key performance metrics to evaluate the health and success of a CRM implementation
4 Translation of Business Requirements to Technical Solutions
19%
- Given a use case, recommend CRM solutions that address specific business requirements
5 Hands-on Technical Implementation Expertise
8%
- Given a use case, apply technical expertise to design and implement the future state architecture and process flow
6 CRM Solution Design for Use Cases
15%
- Given a use case: Analyze multi-phase implementation plans and roadmap to determine appropriate sequencing for CRM and ServiceNow platform capabilities
- Identify the appropriate record types for specific CRM use cases
- Analyze domain separation strategies to distinguish appropriate from inappropriate architectural approaches
- Analyze architectural requirements to determine the appropriate domain separation approach