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Salesforce CRT-261 Exam Reference
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Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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| Section | Objectives |
|---|---|
| Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
| Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Service Console and Productivity | - Service Console Configuration - Macros, Quick Text, and Lightning Productivity Tools |
| Analytics and Reporting | - Service Reports and Dashboards - Key Service Metrics and KPIs |
| Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| Service Channels and Integration | - Live Chat and Messaging Channels - CTI and Telephony Integration - Email-to-Case and Web-to-Case |
| Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |
| Case Management | - Assignment Rules and Auto-Response Rules - Entitlements and Milestones (SLA Management) - Case Lifecycle and Routing |
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