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The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.
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Salesforce CRT-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Interaction Channels | 12% | - Digital Engagement
|
| Case Management | 20% | - Case Processes
|
| Implementation Strategies | 15% | - Project and Solution Design
|
| Analytics and Integration | 14% | - Reporting and Integrations
|
| Industry Knowledge | 11% | - Customer Service and Support Processes
|
| Service Cloud Solution Design | 18% | - Service Console and Productivity
|
| Knowledge Management | 10% | - Knowledge Features
|







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