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Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Channels and Integration | - Email-to-Case and Web-to-Case - CTI and Telephony Integration - Live Chat and Messaging Channels |
| Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Communities and Self-Service | - Self-Service Portals - Experience Cloud for Service |
| Analytics and Reporting | - Key Service Metrics and KPIs - Service Reports and Dashboards |
| 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 |
| Case Management | - Assignment Rules and Auto-Response Rules - Entitlements and Milestones (SLA Management) - Case Lifecycle and Routing |
