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Exam Code: CRT-261
Exam Name: Certification Preparation for Service Cloud Consultant
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant

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CRT-261

Updated: Sep 05, 2025

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Salesforce CRT-261 Exam Reference

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Salesforce CRT-261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 2
  • Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
Topic 3
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 4
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 5
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 6
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 7
  • Explain how different Service Console features work together to deliver business value
Topic 8
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 9
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 10
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 11
  • Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Topic 12
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 13
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 14
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 15
  • Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Topic 16
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 17
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 18
  • Given a set of business requirements, describe how a feature should be implemented
Topic 19
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 20
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 21
  • Distinguish the key components that contribute to performance optimization within a design

Reference: https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/

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