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Salesforce CRT-261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 2
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 3
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 4
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 5
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 6
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 7
  • 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 8
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 9
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 10
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 11
  • Distinguish the key components that contribute to performance optimization within a design
Topic 12
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 13
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 14
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 15
  • 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).

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

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