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Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
Printable format of the PDF version
Maybe most of people prefer to use the computer when they are study, but we have to admit that many people want to learn buy the paper, because they think that studying on the computer too much does harm to their eyes. CRT-261 test questions have the function of supporting printing in order to meet the need of customers. You can print our CRT-261 exam question on papers after you have downloaded it successfully. It not only can help you protect your eyes, but also it will be very convenient for you to make notes. We believe that you will like our CRT-261 exam prep.
Who should take the CRT-261 exam
The Salesforce Service Cloud Consultants CRT-261 Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled as a Service Cloud Consultant. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The Salesforce Service Cloud Consultants CRT-261 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Salesforce Service Cloud Consultants CRT-261 Exam then he should take this exam.
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: Contact Center Analytics | 5% | - Metrics and KPIs tracking - Data sources and reporting considerations - Report and dashboard design |
| Topic 3: Service Console | - Feature combination and business value - Configuration and usability | |
| Topic 4: Case Management | 11% | - Entitlements, milestones and service level agreements - Automation with Flow, Process Builder and macros - Case creation, assignment, escalation and resolution |
| Topic 5: Industry Knowledge | 22% | - Service industry best practices - Key metrics, KPIs and business challenges - Contact center types and business drivers |
| Topic 6: Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Feature selection and alignment with requirements - Scalability and maintainability |
| Topic 7: Implementation Strategies | 19% | - Licensing and deployment models - Project planning and requirements gathering - Consulting engagement lifecycle |
| Topic 8: Knowledge Management | 9% | - Knowledge base configuration and management - Article lifecycle and publishing - Knowledge-Centered Service (KCS) methodology |
| Topic 9: Intake and Interaction Channels | 9% | - Omni-channel routing and configuration - Channel capabilities and limitations - Email, phone, chat, social, and web channels |
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