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








