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Salesforce CRT-261 Exam Syllabus

Salesforce CRT-261 Exam

Prepare for your Service Cloud Consultant Certification Exam

Total Questions: 177

What is Included in the Salesforce CRT-261 Exam?

Authentic information about the syllabus and an effective study guide is essential to go through the Salesforce CRT-261 exam in the first attempt. The study guide of Study4Exam provides you with comprehensive information about the syllabus of the Salesforce CRT-261 exam. You should get this information at the start of your preparation because it helps you make an effective study plan. We have designed this Salesforce Service Cloud Consultant certification exam preparation guide to give the exam overview, practice questions, practice test, prerequisites, and information about exam topics that help to go through the Salesforce Prepare for your Service Cloud Consultant Certification Exam exam. We recommend you to the preparation material mentioned in this study guide to cover the entire Salesforce CRT-261 syllabus. Study4Exam offers 3 formats of Salesforce CRT-261 exam preparation material. Each format provides new practice questions in PDF format, web-based and desktop practice exams to get passing marks in the first attempt.

Salesforce CRT-261 Exam Overview :

Exam Name Prepare for your Service Cloud Consultant Certification Exam
Exam Code CRT-261
Actual Exam Duration 720 minutes
Expected no. of Questions in Actual Exam 60
Official Information https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/
See Expected Questions Salesforce CRT-261 Expected Questions in Actual Exam
Take Self-Assessment Use Salesforce CRT-261 Practice Test to Assess your preparation - Save Time and Reduce Chances of Failure

Salesforce CRT-261 Exam Topics :

Section Weight Objectives
Knowledge of the Industry 12% Discuss what affects Contact Center metrics and KPIs. Weigh the risks and gains of achieving client goals. Describe standard practices and abilities for a service organization.
Strategies for Deployment 14% Outline steps for a successful consulting project, suggest deployment and training methods, and discuss data migration, quality, governance, and handling large volumes
Design of the Service Cloud Solution 20% Review customer needs to find the right solutions for service agents and customer interactions, considering pros and cons. Based on security needs, design a plan to protect customer data.
Managing the Knowledge 8%  Describe how Salesforce Knowledge articles are made, used, reviewed, and stored, including KCS and top tips. Based on needs, set up Knowledge for support and self-help.
Interaction Channels and Intake 15% Suggest the best intake channels based on business needs. Explain how proposed channels can meet business goals. Review key design tips and practices for setting up channels.
Management of Cases 18% Create a case management system from start to finish based on specific needs or KPIs. Describe how to use Experience Cloud, chatbots, and Knowledge to avoid unnecessary cases. Detail setting up and using entitlements, milestones, and SLAs in Service Cloud. Explain what Service Cloud automation can do and when to use it.
Contact Center Analytics 8% Create Salesforce reports and dashboards to share key information with agents, managers, and executives based on the situation.
integrations 5% Describe how to use Service Cloud with other tools and data sources, including why and how to do it.

Updates in the Salesforce CRT-261 Exam Syllabus:

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