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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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The price of the CRT-261 exam is $200 USD.
What is the duration of the CRT-261 Exam
- Passing Score: 67%
- Length of Examination: 105 minutes
- Format: Multiple choices, multiple answers
- Number of Questions: 60
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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Console and Productivity | - Macros, Quick Text, and Lightning Productivity Tools - Service Console Configuration |
| Analytics and Reporting | - Service Reports and Dashboards - Key Service Metrics and KPIs |
| Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |
| Knowledge Management | - Article Lifecycle and Data Categories - Salesforce Knowledge Setup |
| Case Management | - Assignment Rules and Auto-Response Rules - Entitlements and Milestones (SLA Management) - Case Lifecycle and Routing |
| Communities and Self-Service | - Self-Service Portals - Experience Cloud for Service |
| Service Channels and Integration | - CTI and Telephony Integration - Live Chat and Messaging Channels - Email-to-Case and Web-to-Case |
