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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Topic 2: Service Console and Productivity | - Service Console Configuration - Macros, Quick Text, and Lightning Productivity Tools |
| Topic 3: Case Management | - Case Lifecycle and Routing - Entitlements and Milestones (SLA Management) - Assignment Rules and Auto-Response Rules |
| Topic 4: Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |
| Topic 5: Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| Topic 6: Communities and Self-Service | - Self-Service Portals - Experience Cloud for Service |
| Topic 7: Service Channels and Integration | - Email-to-Case and Web-to-Case - Live Chat and Messaging Channels - CTI and Telephony Integration |
| Topic 8: Analytics and Reporting | - Key Service Metrics and KPIs - Service Reports and Dashboards |
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