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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 9% | - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing - Knowledge base configuration and management |
| Topic 2: Service Console | - Feature combination and business value - Configuration and usability | |
| Topic 3: Implementation Strategies | 19% | - Licensing and deployment models - Project planning and requirements gathering - Consulting engagement lifecycle |
| Topic 4: Intake and Interaction Channels | 9% | - Omni-channel routing and configuration - Email, phone, chat, social, and web channels - Channel capabilities and limitations |
| Topic 5: Case Management | 11% | - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros |
| Topic 6: Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Service industry best practices - Contact center types and business drivers |
| Topic 7: Integration and Data Management | 6% | - Data migration and quality - Integration patterns and tools - Data model and relationships |
| Topic 8: Contact Center Analytics | 5% | - Data sources and reporting considerations - Report and dashboard design - Metrics and KPIs tracking |
| Topic 9: Service Cloud Solution Design | 19% | - Feature selection and alignment with requirements - Solution design considerations and trade-offs - Scalability and maintainability |
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