Service Cloud Administration: ADM-261 Exam
"Service Cloud Administration", also known as ADM-261 exam, is a Salesforce Certification. With the complete collection of questions and answers, PrepPDF has assembled to take you through 359 Q&As to your ADM-261 Exam preparation. In the ADM-261 exam resources, you will cover every field and category in Service Cloud Consultant Certification helping to ready you for your successful Salesforce Certification.
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- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Certification Provider: Salesforce
- Corresponding Certification: Service Cloud Consultant
- Updated: Sep 14, 2026
- No. of Questions: 359 Questions & Answers with Testing Engine
- Download Limit: Unlimited
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Omni-Channel Routing | 15% | - Workload management
|
| Topic 2: Integration and Automation | 5% | - Third-party integrations
|
| Topic 3: Self-Service and Communities | 10% | - Self-service features
|
| Topic 4: Service Cloud Console | 15% | - Integration and extensions
|
| Topic 5: Knowledge Management | 20% | - Knowledge usage and integration
|
| Topic 6: Case Management | 25% | - Service level management
|
| Topic 7: Analytics and Reporting | 10% | - Service-specific reports
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Case Escalation
- B. Omni-Channel
- C. Entitlements
- D. Case Milestones
Correct Answer: C 🗳️
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost ofservice in the contact centers? Choose 2 answers.
- A. Create auto response templates for emails.
- B. Enable Ideas in a ServiceCloud portal.
- C. Enable Knowledge in a Service Cloud portal.
- D. Enable Chatter for agent collaboration.
Correct Answer: A,C 🗳️
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Use Twitter-to-Case and add workflow rules to the case object
- B. Enable social profile and add assignment rules to the case object
- C. Enable social profile and add workflow rules to the contact object
- D. Use the routing queues provided with Salesforce for Twitter and Facebook
Correct Answer: B 🗳️
The Service Manager at universalContainers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a page layout for each article type and assign them to each team based on their product specialization
- B. Create a data category for each product and assign themto each team bases on their product specialization
- C. Create an article action for each record type and assign them to each team based on their product specialization
- D. Create a permission set foreach record type and assign them to each team based on their product specialization
Correct Answer: B 🗳️
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases in each status
- B. Number of solutions created per agent
- C. Number of cases created sorted by order
- D. Number of cases by type by owner
Correct Answer: C,D 🗳️
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