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Updated: Aug 20, 2026
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Salesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Administer and Maintain Service Cloud |
| Exam Number: | ADM-261 |
| Related Certifications: | Salesforce Certified Service Cloud Consultant |
| Exam Price: | $200 USD |
| Real Exam Qty: | 65 |
| Exam Duration: | 105 minutes |
| Exam Format: | Multiple Choice, Scenario-Based Questions |
| Passing Score: | 78% |
| Certificate Validity Period: | Requires annual Salesforce certification maintenance |
| Available Languages: | English |
| Sample Questions: | Salesforce ADM-261 Sample Questions |
| Exam Way: | Online Proctored Exam or Test Center Delivery |
| Pre Condition: | Salesforce Certified Administrator certification or equivalent Salesforce platform administration experience is strongly recommended. |
| Official Syllabus URL: | https://help.salesforce.com/s/articleView?id=005298989&language=en_US&type=1 |
Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Integrations | 10% | - External System Connectivity
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
Salesforce Service Cloud Administration Sample Questions:
1. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to- case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
A) Number of Portal Logins per Day
B) Average Call Handle Time
C) Knowledge Article Usage
D) Escalated Calls
E) Cases by Support Channels
2. Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
A) Enable the Knowledge sidebar setting in the case support settings.
B) Create a Visualforce page called Knowledge sidebar on the case page layout.
C) Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
D) Enable the Knowledge sidebar related list on the case page layout.
3. A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
A) Escalation Rules
B) Chatter Groups
C) Public Groups
D) Mass Email
4. Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
A) Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
B) Deliver the entire project simultaneously so as to present UC with a completed solution.
C) set a cutoff date of 1.5 months before user acceptance testing for any change requests.
D) Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
5. Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?
A) Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
B) Use cases to track the credit requests and route than to regional teams using assignment rules
C) Enable the self-service portal to generate logins for the hospital staff by region.
D) Design a custom object to track credit requests and route them regionally using assignment rules
Solutions:
| Question # 1 Answer: A,C,E | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: B |
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