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Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 2	Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 3	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 4	Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
Topic 5	Explain how different Service Console features work together to deliver business value
Topic 6	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 7	Given a set of business requirements, describe how a feature should be implemented
Topic 8	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 9	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 10	Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 11	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS video channel, and social media.)
Topic 12	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 13	Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 14	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 15	Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Topic 16	Distinguish the key components that contribute to performance optimization within a design
Topic 17	Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 18	Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Topic 19	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 20	Given a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Topic 21	Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 22	Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 23	Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.

Reference: https://trailhead.salesforce.com/en/academy/classes/crt261-certification-preparation-for-service-cloud-consultant/

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