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What is the duration of the CRT-261 Exam
- Number of Questions: 60
- Format: Multiple choices, multiple answers
- Passing Score: 67%
- Length of Examination: 105 minutes
Salesforce CRT-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 5% | - Metrics and KPIs tracking - Report and dashboard design - Data sources and reporting considerations |
| Topic 2: Case Management | 11% | - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros |
| Topic 3: Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Service industry best practices - Contact center types and business drivers |
| Topic 4: Intake and Interaction Channels | 9% | - Email, phone, chat, social, and web channels - Channel capabilities and limitations - Omni-channel routing and configuration |
| Topic 5: Service Cloud Solution Design | 19% | - Feature selection and alignment with requirements - Scalability and maintainability - Solution design considerations and trade-offs |
| Topic 6: Knowledge Management | 9% | - Knowledge base configuration and management - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing |
| Topic 7: Service Console | - Feature combination and business value - Configuration and usability | |
| Topic 8: Implementation Strategies | 19% | - Licensing and deployment models - Consulting engagement lifecycle - Project planning and requirements gathering |
| Topic 9: Integration and Data Management | 6% | - Data model and relationships - Integration patterns and tools - Data migration and quality |
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