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Updated: Oct 05, 2026
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Salesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Service Cloud Administration (SU24) |
| Exam Number: | ADM-261 |
| Certificate Validity Period: | 12 months (renew via maintenance modules) |
| Real Exam Qty: | 60-65 |
| Passing Score: | 65% |
| Related Certifications: | Salesforce Certified Advanced Administrator Salesforce Certified Administrator |
| Exam Format: | Multiple-select, Multiple-choice |
| Exam Price: | $200 USD |
| Exam Duration: | 105 minutes |
| Available Languages: | Japanese, German, Portuguese, English, French, Spanish |
| Recommended Training: | Administer and Maintain Service Cloud (ADX261) Service Cloud Administration (ADM-261) Exam Prep |
| Exam Registration: | Salesforce Certification Portal Pearson VUE Registration |
| Sample Questions: | Salesforce ADM-261 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | Recommended: 6+ months experience with Salesforce Administration; Salesforce Certified Administrator is highly recommended |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud Console | 15% | - Console configuration
|
| Topic 2: Integration and Automation | 5% | - Third-party integrations
|
| Topic 3: Self-Service and Communities | 10% | - Experience Cloud setup
|
| Topic 4: Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Topic 5: Case Management | 25% | - Service level management
|
| Topic 6: Omni-Channel Routing | 15% | - Workload management
|
| Topic 7: Knowledge Management | 20% | - Knowledge usage and integration
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. Average handle time
- C. Abandon rate
- D. Firstcall resolution
Correct Answer: C,D 🗳️
A customer is planning a Service Cloudimplementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. The Salesforce org may be slow during the data import
- B. Salesforce reporting speed may be affected
- C. Result may be slow when searching for records
- D. Related lists on the case object may be slow to populate
Correct Answer: B,C 🗳️
The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case list view that is filtered by My Case Teams.
- B. Create a casequeue for all created or updated cases.
- C. Create a case report that displays all created or updated cases.
- D. Create an email alert notification for Case Teams.
Correct Answer: B,D 🗳️
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. Post the filesto the chatter feed on each article.
- 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. Use the lightning knowledge migration tool and choose "include files".
Correct Answer: B 🗳️
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP ofCustomer Service wants to use Service Cloud to track and ensure senior management isalerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Assignment
- B. Salesforce Console
- C. Entitlements and Milestones
- D. Case Escalation
Correct Answer: C 🗳️
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