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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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How to book the CRT-261 Exam
These are following steps for registering the CRT-261 exam. Step 1: Visit Webassessor Exam Registration Step 2: Signup/Login to Webassessor Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam Step 4: Select Date, time and confirm with a payment method
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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Analytics and Reporting | - Service Reports and Dashboards - Key Service Metrics and KPIs |
| Case Management | - Assignment Rules and Auto-Response Rules - Case Lifecycle and Routing - Entitlements and Milestones (SLA Management) |
| Service Channels and Integration | - CTI and Telephony Integration - Live Chat and Messaging Channels - Email-to-Case and Web-to-Case |
| Communities and Self-Service | - Self-Service Portals - Experience Cloud for Service |
| Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| 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 |
| Omni-Channel and Routing | - Workload Management and Skills-Based Routing - Omni-Channel Routing |
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