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Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 2	Distinguish the key components that contribute to performance optimization within a design
Topic 3	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 4	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 5	Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
Topic 6	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 7	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS video channel, and social media.)
Topic 8	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 9	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 10	Given a scenario, identify the appropriate Service Console features to meet the business need
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, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
Topic 13	Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 14	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 15	Given a set of business requirements, describe how a feature should be implemented
Topic 16	Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 17	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 18	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 19	Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
Topic 20	Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 21	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 22	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 23	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.)

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

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