Exam Name: Service Cloud Administration
Certification Provider: Salesforce
Corresponding Certification: Service Cloud Consultant
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Updated: Sep 15, 2026
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integration and Automation | 5% | - Third-party integrations
|
| Case Management | 25% | - Service level management
|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Omni-Channel Routing | 15% | - Workload management
|
| Service Cloud Console | 15% | - Integration and extensions
|
| Knowledge Management | 20% | - Knowledge usage and integration
|
Salesforce Service Cloud Administration Sample Questions:
A contact center manager is looking for ways tooverall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Total number of cases by origin
- B. Average number of articles attached to a case
- C. Average number of activities per case
- D. Average customer satisfaction score by case
Correct Answer: B,C 🗳️
What are two benefits of deploying Knowledge in Customer Communities?
- A. Reduces incoming call volume
- B. Replaces the need for an email channel
- C. Uncovers gap in the knowledge base
- D. Eliminates tracking of customer entitlements
Correct Answer: A,B 🗳️
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
- A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- B. Ensure all users refrain from logging into production for an entire day prior to deployment.
- C. Select a window of time when users will NOT be making changes to the organization.
- D. Migrate atest deployment to a stagingenvironment for a smoother real-life experience.
- E. Plan and communicate the deployment to all users of the organization in advance.
Correct Answer: C,D,E 🗳️
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Suggested Article widget to the Case page layout.
- B. Add theKnowledge tab to the Console app.
- C. Add the Knowledge Component to the Service Console.
- D. Create email templates with Knowledge Articles attached.
Correct Answer: C 🗳️
A company frequently has issues with customers that need complex, hands-on technical support with high- priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
- A. SOS Video Chat
- B. Field Service Lightning
- C. Customer Community
- D. Salesforce Knowledge
Correct Answer: A 🗳️
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