Exam Name: Certification Preparation for Service Cloud Consultant
Certification Provider: Salesforce
Corresponding Certification: Salesforce Service Cloud Consultant
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Instant Download Salesforce : CRT-261
Check Updated on: Aug 13, 2026
No. of Questions: 198 Questions & Answers with Exam Engine
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Certification Path
The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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How to book the CRT-261 Exam
These are following steps for registering the CRT-261 exam. Step 1: Visit Webassessor Exam Registration Step 2: Signup/Login to Webassessor Step 3: Select the onsite proctored or online proctored delivery method of Certification Exam Step 4: Select Date, time and confirm with a payment method
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What is the duration of the CRT-261 Exam
- Number of Questions: 60
- Length of Examination: 105 minutes
- Passing Score: 67%
- Format: Multiple choices, multiple answers
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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Analytics and Reporting | - Key Service Metrics and KPIs - Service Reports and Dashboards |
| Topic 2: Service Channels and Integration | - Email-to-Case and Web-to-Case - CTI and Telephony Integration - Live Chat and Messaging Channels |
| Topic 3: Service Console and Productivity | - Macros, Quick Text, and Lightning Productivity Tools - Service Console Configuration |
| Topic 4: Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Topic 5: Case Management | - Case Lifecycle and Routing - Assignment Rules and Auto-Response Rules - Entitlements and Milestones (SLA Management) |
| Topic 6: Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |
| Topic 7: Knowledge Management | - Article Lifecycle and Data Categories - Salesforce Knowledge Setup |
| Topic 8: Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
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