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Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	Integrations: Explains use cases and considerations for core Service Cloud integrations.
Topic 2	Intake and Interaction Channels: It discusses recommending the suitable approach to intake channels and their design. The topic also discusses the use cases and functionality for proposed interaction channels. Lastly, it delves into design considerations and best practices.
Topic 3	Case Management: Discussion of different capabilities of Service Cloud automation. Explaining how to configure service entitlements, milestones, assets, business hours, and service-level agreements in Service Cloud. It also explains case deflection strategies and case management solution from creation to closure.
Topic 4	Industry Knowledge: It explains the factors that influence KPIs and key Contact Center metrics. Moreover, it discusses risks, benefits, and business challenges. Lastly, it focuses on industry standards and general capabilities.