Exam Name: Certification Preparation for Service Cloud Consultant
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant
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Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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CRT-261 Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:
- Implementation Strategies 19%
- Industry Knowledge 22%
- Contact Center Analytics 5%
- Knowledge Channels 9%
- Integration and Data Management 6%
- Interaction Channels 9%
- Service Cloud Solution Design 19%
- Case Management 11%
Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| Topic 2: Service Console and Productivity | - Service Console Configuration - Macros, Quick Text, and Lightning Productivity Tools |
| Topic 3: Service Cloud Concepts | - Service Cloud Core Capabilities - Customer Service & Support Fundamentals |
| Topic 4: Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
| Topic 5: Case Management | - Assignment Rules and Auto-Response Rules - Entitlements and Milestones (SLA Management) - Case Lifecycle and Routing |
| Topic 6: Omni-Channel and Routing | - Workload Management and Skills-Based Routing - Omni-Channel Routing |
| Topic 7: Analytics and Reporting | - Service Reports and Dashboards - Key Service Metrics and KPIs |
| Topic 8: Service Channels and Integration | - Live Chat and Messaging Channels - Email-to-Case and Web-to-Case - CTI and Telephony Integration |
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