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