Last Updated: Aug 06, 2026
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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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| Section | Objectives |
|---|---|
| Topic 1: Case Management | - Assignment Rules and Auto-Response Rules - Entitlements and Milestones (SLA Management) - Case Lifecycle and Routing |
| Topic 2: Service Console and Productivity | - Service Console Configuration - Macros, Quick Text, and Lightning Productivity Tools |
| Topic 3: Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
| Topic 4: Analytics and Reporting | - Key Service Metrics and KPIs - Service Reports and Dashboards |
| Topic 5: Service Cloud Concepts | - Service Cloud Core Capabilities - Customer Service & Support Fundamentals |
| Topic 6: Knowledge Management | - Article Lifecycle and Data Categories - Salesforce Knowledge Setup |
| Topic 7: Omni-Channel and Routing | - Workload Management and Skills-Based Routing - Omni-Channel Routing |
| Topic 8: Service Channels and Integration | - Live Chat and Messaging Channels - CTI and Telephony Integration - Email-to-Case and Web-to-Case |
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