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How much CRT-261 Exam Cost

The price of the CRT-261 exam is $200 USD.

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Certification Path

The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.

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

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Salesforce CRT-261 Exam Syllabus Topics:

SectionObjectives
Service Cloud Concepts- Customer Service & Support Fundamentals
- Service Cloud Core Capabilities
Service Channels and Integration- Live Chat and Messaging Channels
- CTI and Telephony Integration
- Email-to-Case and Web-to-Case
Communities and Self-Service- Experience Cloud for Service
- Self-Service Portals
Knowledge Management- Salesforce Knowledge Setup
- Article Lifecycle and Data Categories
Service Console and Productivity- Service Console Configuration
- Macros, Quick Text, and Lightning Productivity Tools
Analytics and Reporting- Service Reports and Dashboards
- Key Service Metrics and KPIs
Case Management- Entitlements and Milestones (SLA Management)
- Assignment Rules and Auto-Response Rules
- Case Lifecycle and Routing
Omni-Channel and Routing- Omni-Channel Routing
- Workload Management and Skills-Based Routing

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