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