Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	Distinguish the key components that contribute to performance optimization within a design
Topic 2	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 3	Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 4	Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service depot repair, B2C, B2B, etc.)
Topic 5	Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 6	Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 7	Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 8	Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 9	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 10	Given a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Topic 11	Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Topic 12	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 13	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 14	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 15	Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Topic 16	Given a set of business requirements, describe how a feature should be implemented
Topic 17	Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 18	Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
Topic 19	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 20	Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 21	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 22	Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 23	Explain how different Service Console features work together to deliver business value

Reference: https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/

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Salesforce Service Cloud Consultants CRT-261 Exam

Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.