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ServiceNow CRMA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Translation of Business Requirements to Technical Solutions | 18.8% | - Recommend CRM solutions addressing specific business requirements |
| Topic 2: CRM Architecture and Platform Alignment | 35.4% | - Determine platform customizations based on use case and persona - Determine appropriate data model based on use case and persona - Identify regulatory requirements for CRM data - Align strategies with platform and product best practices - Define organizational hierarchy and location structure |
| Topic 3: Hands-on Technical Implementation Expertise | 8.3% | - Design and implement future-state architecture and process flows |
| Topic 4: Stakeholder Engagement and Requirements Gathering | 8.3% | - Demonstrate CRM value in driving digital transformation |
| Topic 5: CRM Solution Design for Use Cases | 14.6% | - Evaluate and apply domain separation strategies - Sequence multi-phase implementation plans and roadmaps - Identify appropriate record types for CRM use cases - Determine appropriate architectural approaches |
| Topic 6: Integration and Technical Design | 14.6% | - Apply KPIs to evaluate CRM implementation health and success - Design user-friendly interfaces across roles and functions |
