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Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 3	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS video channel, and social media.)
Topic 4	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 5	Given a set of business requirements, describe how a feature should be implemented
Topic 6	Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 7	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 8	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 9	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 10	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 11	Given a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Topic 12	Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 13	Distinguish the key components that contribute to performance optimization within a design
Topic 14	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 15	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 16	Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 17	Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 18	Explain how different Service Console features work together to deliver business value
Topic 19	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 20	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)

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

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