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Last Updated: Aug 08, 2026

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Salesforce CRT-261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 2
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 3
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 4
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 5
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 6
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 7
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 8
  • Explain how different Service Console features work together to deliver business value
Topic 9
  • Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
Topic 10
  • Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Topic 11
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 12
  • Given business process requirements, determine the appropriate approach to case submission
  • Explain the use cases and considerations for common Service Cloud Integrations
Topic 13
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 14
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 15
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 16
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 17
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 18
  • Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Topic 19
  • Given a set of business requirements, describe how a feature should be implemented
Topic 20
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).

Reference: https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/

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