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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
Difficulty in writing CRT-261 Exam
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Salesforce CRT-261日本語 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | CRT-261 |
| Passing Score: | 65% |
| Exam Format: | Multiple Choice, Multiple Select |
| Exam Duration: | 105 minutes |
| Exam Price: | $200 USD (may vary by region, excluding taxes) |
| Certificate Validity Period: | 1 year (maintenance required annually via Trailhead) |
| Related Certifications: | Salesforce Administrator Salesforce Certified Platform App Builder |
| Real Exam Qty: | 60 multiple-choice / multiple-select |
| Available Languages: | English, Japanese, French, German, Spanish |
| Recommended Training: | Salesforce Service Cloud Implementation Training Service Cloud Consultant Trailmix |
| Exam Registration: | Salesforce Credentialing Overview Salesforce Certification Registration |
| Sample Questions: | Salesforce CRT-261日本語 Sample Questions |
| Exam Way: | Online proctored or onsite test center (Pearson VUE) |
| Pre Condition: | Recommended: Salesforce Administrator certification and practical experience with Salesforce Service Cloud implementations |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
Salesforce CRT-261日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Case Management | - Entitlements and Milestones (SLA Management) - Assignment Rules and Auto-Response Rules - Case Lifecycle and Routing |
| Service Channels and Integration | - Live Chat and Messaging Channels - Email-to-Case and Web-to-Case - CTI and Telephony Integration |
| Communities and Self-Service | - Experience Cloud for Service - Self-Service Portals |
| Analytics and Reporting | - Service Reports and Dashboards - Key Service Metrics and KPIs |
| Knowledge Management | - Article Lifecycle and Data Categories - Salesforce Knowledge Setup |
| Service Console and Productivity | - Macros, Quick Text, and Lightning Productivity Tools - Service Console Configuration |
| Service Cloud Concepts | - Customer Service & Support Fundamentals - Service Cloud Core Capabilities |
| Omni-Channel and Routing | - Omni-Channel Routing - Workload Management and Skills-Based Routing |
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