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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration and Data Management | 6% | - Data model and relationships - Integration patterns and tools - Data migration and quality |
| Topic 2: Service Console | - Feature combination and business value - Configuration and usability | |
| Topic 3: Industry Knowledge | 22% | - Service industry best practices - Key metrics, KPIs and business challenges - Contact center types and business drivers |
| Topic 4: Knowledge Management | 9% | - Knowledge base configuration and management - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing |
| Topic 5: Case Management | 11% | - Automation with Flow, Process Builder and macros - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution |
| Topic 6: Contact Center Analytics | 5% | - Report and dashboard design - Data sources and reporting considerations - Metrics and KPIs tracking |
| Topic 7: Implementation Strategies | 19% | - Licensing and deployment models - Project planning and requirements gathering - Consulting engagement lifecycle |
| Topic 8: Service Cloud Solution Design | 19% | - Feature selection and alignment with requirements - Solution design considerations and trade-offs - Scalability and maintainability |
| Topic 9: Intake and Interaction Channels | 9% | - Email, phone, chat, social, and web channels - Channel capabilities and limitations - Omni-channel routing and configuration |
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