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Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 2	Explain how different Service Console features work together to deliver business value
Topic 3	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 4	Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 5	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 6	Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 7	Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 8	Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 9	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 10	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 11	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 12	Given a set of business requirements, describe how a feature should be implemented
Topic 13	Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 14	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS video channel, and social media.)
Topic 15	Distinguish the key components that contribute to performance optimization within a design
Topic 16	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 17	Given a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Topic 18	Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 19	Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 20	Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 21	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 22	Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 23	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 24	Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 25	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 26	Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service depot repair, B2C, B2B, etc.)

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

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How to study the CRT-261 Exam

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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.

What is the duration of the CRT-261 Exam

Format: Multiple choices, multiple answers
Length of Examination: 105 minutes
Number of Questions: 60
Passing Score: 67%

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