What is the duration of the CRT-261 Exam
- Number of Questions: 60
- Passing Score: 67%
- Format: Multiple choices, multiple answers
- Length of Examination: 105 minutes
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Salesforce CRT-261 Exam Reference
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Salesforce Service Cloud Consultants CRT-261 Exam
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.
Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Knowledge Management | - Article Lifecycle and Data Categories - Salesforce Knowledge Setup |
| Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Service Console and Productivity | - Macros, Quick Text, and Lightning Productivity Tools - Service Console Configuration |
| Case Management | - Case Lifecycle and Routing - Entitlements and Milestones (SLA Management) - Assignment Rules and Auto-Response Rules |
| Service Channels and Integration | - CTI and Telephony Integration - Email-to-Case and Web-to-Case - Live Chat and Messaging Channels |
| Analytics and Reporting | - Key Service Metrics and KPIs - Service Reports and Dashboards |
| Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
| Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |






