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	Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Topic 3	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 4	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 5	Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
Topic 6	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 7	Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 8	Given a set of business requirements, describe how a feature should be implemented
Topic 9	Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
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	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 13	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 14	Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 15	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 16	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 17	Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning

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

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