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Salesforce CRT-261 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | CRT-261 |
| Exam Duration: | 105 minutes |
| Related Certifications: | Salesforce Administrator Salesforce Certified Platform App Builder |
| Passing Score: | 65% |
| Exam Format: | Multiple Choice, Multiple Select |
| Exam Price: | $200 USD (may vary by region, excluding taxes) |
| Real Exam Qty: | 60 multiple-choice / multiple-select |
| Certificate Validity Period: | 1 year (maintenance required annually via Trailhead) |
| Available Languages: | English, Japanese, French, German, Spanish |
| Recommended Training: | Salesforce Service Cloud Implementation Training Service Cloud Consultant Trailmix |
| Exam Registration: | Salesforce Credentialing Overview Salesforce Certification Registration |
| Sample Questions: | Salesforce CRT-261 Sample Questions |
| Exam Way: | Online proctored or onsite test center (Pearson VUE) |
| Pre Condition: | Recommended: Salesforce Administrator certification and practical experience with Salesforce Service Cloud implementations |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
How to book the CRT-261 Exam
These are following steps for registering the CRT-261 exam. Step 1: Visit Webassessor Exam Registration Step 2: Signup/Login to Webassessor Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam Step 4: Select Date, time and confirm with a payment method
For more information, please click here.
Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
CRT-261 Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:
- Industry Knowledge 22%
- Implementation Strategies 19%
- Case Management 11%
- Integration and Data Management 6%
- Knowledge Channels 9%
- Contact Center Analytics 5%
- Interaction Channels 9%
- Service Cloud Solution Design 19%
Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Console and Productivity | - Service Console Configuration - Macros, Quick Text, and Lightning Productivity Tools |
| Topic 2: Analytics and Reporting | - Service Reports and Dashboards - Key Service Metrics and KPIs |
| Topic 3: Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Topic 4: Service Channels and Integration | - CTI and Telephony Integration - Live Chat and Messaging Channels - Email-to-Case and Web-to-Case |
| Topic 5: Communities and Self-Service | - Self-Service Portals - Experience Cloud for Service |
| Topic 6: Knowledge Management | - Article Lifecycle and Data Categories - Salesforce Knowledge Setup |
| Topic 7: Omni-Channel and Routing | - Workload Management and Skills-Based Routing - Omni-Channel Routing |
| Topic 8: Case Management | - Assignment Rules and Auto-Response Rules - Entitlements and Milestones (SLA Management) - Case Lifecycle and Routing |
By Trista
