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Last Updated: May 31, 2026

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Salesforce ADX261 Practice Q&A's

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Salesforce ADX261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Case Management: Discussion of different capabilities of Service Cloud automation. Explaining how to configure service entitlements, milestones, assets, business hours, and service-level agreements in Service Cloud. It also explains case deflection strategies and case management solution from creation to closure.
Topic 2
  • Contact Center Analytics: The topic discusses develop reports and dashboards in Salesforce.
Topic 3
  • Integrations: Explains use cases and considerations for core Service Cloud integrations.
Topic 4
  • Knowledge Management: It explains Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices as well as determining how to configure Knowledge.
Topic 5
  • Implementation Strategies: This topic deals with participating in a successful consulting engagement, recommending suitable deployment and training strategies, and explaining considerations and implications for data migration, data governance, data quality, and large data volumes.

Reference: https://trailhead.salesforce.com/en/academy/classes/adx261-administer-and-maintain-service-cloud

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