Last Updated: Sep 22, 2026
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Salesforce CRT-261 Exam Reference
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 5% | - Data sources and reporting considerations - Metrics and KPIs tracking - Report and dashboard design |
| Topic 2: Knowledge Management | 9% | - Article lifecycle and publishing - Knowledge base configuration and management - Knowledge-Centered Service (KCS) methodology |
| Topic 3: Integration and Data Management | 6% | - Data model and relationships - Integration patterns and tools - Data migration and quality |
| Topic 4: Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Scalability and maintainability - Feature selection and alignment with requirements |
| Topic 5: Intake and Interaction Channels | 9% | - Omni-channel routing and configuration - Email, phone, chat, social, and web channels - Channel capabilities and limitations |
| Topic 6: Service Console | - Configuration and usability - Feature combination and business value | |
| Topic 7: Industry Knowledge | 22% | - Service industry best practices - Contact center types and business drivers - Key metrics, KPIs and business challenges |
| Topic 8: Implementation Strategies | 19% | - Project planning and requirements gathering - Consulting engagement lifecycle - Licensing and deployment models |
| Topic 9: Case Management | 11% | - Case creation, assignment, escalation and resolution - Entitlements, milestones and service level agreements - Automation with Flow, Process Builder and macros |
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