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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
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How much CRT-261 Exam Cost
The price of the CRT-261 exam is $200 USD.
Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Case Management | - Entitlements and Milestones (SLA Management) - Assignment Rules and Auto-Response Rules - Case Lifecycle and Routing |
| Topic 2: Service Channels and Integration | - Live Chat and Messaging Channels - CTI and Telephony Integration - Email-to-Case and Web-to-Case |
| Topic 3: Omni-Channel and Routing | - Workload Management and Skills-Based Routing - Omni-Channel Routing |
| Topic 4: Service Cloud Concepts | - Service Cloud Core Capabilities - Customer Service & Support Fundamentals |
| Topic 5: Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
| Topic 6: Service Console and Productivity | - Macros, Quick Text, and Lightning Productivity Tools - Service Console Configuration |
| Topic 7: Analytics and Reporting | - Key Service Metrics and KPIs - Service Reports and Dashboards |
| Topic 8: Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
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