PDF Version DemoWhat is the duration of the CRT-261 Exam
- Passing Score: 67%
- Length of Examination: 105 minutes
- Number of Questions: 60
- Format: Multiple choices, multiple answers
How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Cloud Concepts | - Service Cloud Core Capabilities - Customer Service & Support Fundamentals |
| Topic 2: Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
| Topic 3: Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |
| Topic 4: Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| Topic 5: Analytics and Reporting | - Key Service Metrics and KPIs - Service Reports and Dashboards |
| Topic 6: Service Channels and Integration | - CTI and Telephony Integration - Email-to-Case and Web-to-Case - Live Chat and Messaging Channels |
| Topic 7: Case Management | - Case Lifecycle and Routing - Assignment Rules and Auto-Response Rules - Entitlements and Milestones (SLA Management) |
| Topic 8: Service Console and Productivity | - Service Console Configuration - Macros, Quick Text, and Lightning Productivity Tools |
