Salesforce Service Cloud Administration : ADM-261

  • Exam Code: Salesforce
  • Exam Name: Service Cloud Administration
  • Updated: Oct 03, 2026
  • Q & A: 359 Questions and Answers

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About Salesforce Service Cloud Administration : Salesforce Exam

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Salesforce ADM-261 Exam Syllabus Topics:
SectionWeightObjectives
Case Management13%- Case Lifecycle Administration
  • 1. Case Creation and Assignment
  • 2. Service Processes
  • 3. Case Escalation
  • 4. Case Automation
Integrations10%- External System Connectivity
  • 1. Third-Party Integrations
  • 2. API and Connector Considerations
  • 3. External Data Sources
Implementation Strategies12%- Service Cloud Deployment
  • 1. Implementation Planning
  • 2. Training Strategies
  • 3. Data Migration and Governance
Entitlements and Service Levels3%- Service Commitments
  • 1. Service Level Agreements
  • 2. Milestones
  • 3. Entitlement Processes
Service Cloud Solution Design15%- Customer Service Experience Design
  • 1. Security and Compliance Requirements
  • 2. Agent Experience Optimization
  • 3. Customer Experience Design
Industry Knowledge12%- Contact Center Metrics and KPIs
  • 1. Business Challenges and Service Objectives
  • 2. Customer Service Performance Indicators
Knowledge Management12%- Salesforce Knowledge
  • 1. Knowledge Article Lifecycle
  • 2. Knowledge Configuration and Self-Service
  • 3. Knowledge-Centered Service
Contact Center Analytics13%- Reporting and Dashboards
  • 1. Agent Performance Reporting
  • 2. Service Metrics Analysis
  • 3. Dashboard Design
Intake and Interaction Channels10%- Customer Support Channels
  • 1. Email-to-Case
  • 2. Digital Engagement
  • 3. Omni-Channel Routing
  • 4. Web-to-Case
Salesforce Service Cloud Administration Sample Questions:
Question #1

A company has theserequirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case towork Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

  • A. Route to agents with the most capacity to take on new work.
  • B. Route to agents with the least amount of active assigned work.
  • C. Route to agents staffing the assigned overflow queues.
  • D. Route to agents with the most cases closed for that topic.
Reveal Solution  Discussion  0

Correct Answer: A,B  🗳️

Question #2

Universal containers is migrating from classic knowledge to lightning knowledge usingthe lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

  • A. Use the lightning knowledge migration tool and choose "include files".
  • B. Use the files related list on each article to add files to your articles.
  • C. Upload the files as documents, then relate them to the migrated articles.
  • D. Post the filesto the chatter feed on each article.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #3

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

  • A. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
  • B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
  • C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
  • D. Create a workflow rule and email alert action that sends an email to the case contact when a case with the"Errata" record type is created
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #4

Universal Containersrequires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

  • A. Validation rules
  • B. Assignment rules
  • C. Workflow rules
  • D. Auto-response rules
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #5

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

  • A. Customer satisfaction survey
  • B. Service level agreement
  • C. First call resolution
  • D. Average handle time
Reveal Solution  Discussion  0

Correct Answer: A,C  🗳️

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