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Last Updated: Jun 18, 2026

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Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:

  • Service Cloud Solution Design 19%
  • Integration and Data Management 6%
  • Industry Knowledge 22%
  • Interaction Channels 9%
  • Contact Center Analytics 5%
  • Implementation Strategies 19%
  • Knowledge Channels 9%
  • Case Management 11%

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Salesforce CRT-261日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • Explain the considerations for data migration and data quality
  • Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 3
  • Explain how different Service Console features work together to deliver business value
Topic 4
  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 5
  • Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service
  • depot repair, B2C, B2B, etc.)
Topic 6
  • Given a set of KPIs, determine the appropriate case management solution
  • Identify use cases and capabilities of Social Customer Service
Topic 7
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 8
  • Explain the use cases and benefits for different interaction channels
  • Identify the benefits of a knowledge base
Topic 9
  • Given a set of business requirements, describe how a feature should be implemented
Topic 10
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 11
  • Distinguish the key components that contribute to performance optimization within a design
Topic 12
  • Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
  • video channel, and social media.)
Topic 13
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 14
  • 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 15
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 16
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 17
  • Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 18
  • Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 19
  • Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 20
  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 21
  • Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 22
  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 23
  • Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow

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

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