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Salesforce CRT-261 Exam Reference
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| Section | Objectives |
|---|---|
| Topic 1: Service Channels and Integration | - Live Chat and Messaging Channels - Email-to-Case and Web-to-Case - CTI and Telephony Integration |
| Topic 2: Case Management | - Entitlements and Milestones (SLA Management) - Assignment Rules and Auto-Response Rules - Case Lifecycle and Routing |
| Topic 3: Service Cloud Concepts | - Service Cloud Core Capabilities - Customer Service & Support Fundamentals |
| Topic 4: Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |
| Topic 5: Communities and Self-Service | - Self-Service Portals - Experience Cloud for Service |
| Topic 6: Analytics and Reporting | - Service Reports and Dashboards - Key Service Metrics and KPIs |
| Topic 7: Knowledge Management | - Salesforce Knowledge Setup - Article Lifecycle and Data Categories |
| Topic 8: Service Console and Productivity | - Macros, Quick Text, and Lightning Productivity Tools - Service Console Configuration |
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