Salesforce ADM-261 : Service Cloud Administration
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Oct 10, 2026
- Q & A: 359 Questions and Answers
About Salesforce ADM-261 Exam
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Integrations | 10% | - External System Connectivity
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Case Management | 13% | - Case Lifecycle Administration
|
Salesforce Service Cloud Administration Sample Questions:
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Site consolidation
- B. Recovery point objective
- C. Open access to systems
- D. Criteria for plan activation
Correct Answer: D 🗳️
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Escalation Rules, Queues, Chatter Groups, Omni-Channel
- B. Case Assignment Rules, Queues, Chatter Groups, Live Agent
- C. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- D. Escalation Rules, Queues, Public Groups, Live Agent
Correct Answer: C 🗳️
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of- date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Provide the Service Manager with edit permissions to the standardKnowledge Article reports.
- B. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- C. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- D. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
Correct Answer: D 🗳️
Customer Community to provide customers with a self-service option forsupport. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers to search a knowledge base.
- B. Allows customers to customize reports and dashboards
- C. Allows customers the ability to collaborate
- D. Allows customers to customize their user interface
Correct Answer: A,C 🗳️
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing thisdata into universal containers service cloud instance
- A. Bulk Data Transfer API
- B. Cloud-to-Cloud Integration Toolkit
- C. Java Language Specific Toolkit
- D. Data Integration via SOAP API
Correct Answer: A 🗳️
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