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