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Last Updated: Sep 13, 2026

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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 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.

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Salesforce CRT-261 Exam Reference

Salesforce CRT-261日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Case Management20%- Case Processes
  • 1. Assignment Rules
  • 2. Escalation Rules
  • 3. Entitlements and Milestones
Topic 2: Industry Knowledge11%- Customer Service and Support Processes
  • 1. Support Channels
  • 2. Case Lifecycle
  • 3. Contact Center KPIs
Topic 3: Interaction Channels12%- Digital Engagement
  • 1. Email-to-Case
  • 2. Chat and Messaging
  • 3. Social Customer Service
Topic 4: Knowledge Management10%- Knowledge Features
  • 1. Data Categories
  • 2. Knowledge Search
  • 3. Article Management
Topic 5: Implementation Strategies15%- Project and Solution Design
  • 1. Requirements Gathering
  • 2. Deployment Planning
  • 3. Change Management
Topic 6: Service Cloud Solution Design18%- Service Console and Productivity
  • 1. Omni-Channel
  • 2. Console Configuration
  • 3. Macros and Quick Text
Topic 7: Analytics and Integration14%- Reporting and Integrations
  • 1. Data Visibility
  • 2. Dashboards and Reports
  • 3. CTI Integration

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