Salesforce ADM-261 : Service Cloud Administration

  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Oct 03, 2026   Q&As: 359 Questions and Answers

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Salesforce ADM-261 Exam Syllabus Topics:
SectionObjectives
Service Analytics and Reporting- Reports and dashboards
  • 1. Service KPIs tracking
    Customer Service Channels- Call Center Integration
    • 1. CTI integration concepts
      - Digital Engagement
      • 1. Email-to-case and web-to-case
        • 2. Chat and messaging channels
          Knowledge Management- Salesforce Knowledge
          • 1. Knowledge data model
            • 2. Article lifecycle
              Service Cloud Fundamentals- Case Management
              • 1. Case lifecycle and automation
                • 2. Assignment rules and escalation rules
                  - Service Console and User Interface
                  • 1. Console app configuration
                    • 2. Navigation and productivity features
                      Service Process Automation- Service Level Management
                      • 1. Entitlements and milestones
                        - Omni-Channel Routing
                        • 1. Routing configuration
                          • 2. Workload management
                            Salesforce Service Cloud Administration Sample Questions:
                            Question #1

                            UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

                            • A. Assign team-based profiles to the associated product article types
                            • B. Assign team-based profiles to theassociated product data category value
                            • C. Assign team-based roles to theassociated product article types
                            • D. Assign team-based roles to the associated product data category value
                            Reveal Solution  Discussion  0

                            Correct Answer: D  🗳️

                            Question #2

                            Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

                            • A. Interactive Voice Response
                            • B. Automatic Call Distribution
                            • C. Computer Telephony Integration
                            • D. Order Management System
                            Reveal Solution  Discussion  0

                            Correct Answer: A  🗳️

                            Question #3

                            KCS (knowledge centered support) what is it? Choose 2Answers

                            • A. Share knowledge with the business partners
                            • B. Method for social media management
                            • C. Process for creating and maintaining knowledge
                            • D. Standard for managing customer support and delivery
                            Reveal Solution  Discussion  0

                            Correct Answer: A,C  🗳️

                            Question #4

                            Auto Response rules work on which objects?

                            • A. Leads and Cases
                            • B. Leads and accounts
                            • C. Accounts and Cases
                            • D. Accounts and Opportunity
                            Reveal Solution  Discussion  0

                            Correct Answer: A  🗳️

                            Question #5

                            Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Communityusers are able to access only their cases online, including cases created by the support team on their behalf over the phone?

                            • A. A sharing rule to ensure record access is granted based on criteria of the case.
                            • B. Anorganization-wide default of Public Read/Write on the Case object.
                            • C. A sharing set to grant the Customer Community user access to records associated to their Contact record.
                            • D. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
                            Reveal Solution  Discussion  0

                            Correct Answer: A  🗳️

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