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Salesforce Service Cloud Administration : ADM-261 Exam

ADM-261 Exam Questions
  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Oct 18, 2026
  • Q & A: 359 Questions and Answers
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Salesforce ADM-261 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Integrations10%- External System Connectivity
  • 1. Third-Party Integrations
  • 2. API and Connector Considerations
  • 3. External Data Sources
Topic 2: Case Management13%- Case Lifecycle Administration
  • 1. Service Processes
  • 2. Case Automation
  • 3. Case Creation and Assignment
  • 4. Case Escalation
Topic 3: Contact Center Analytics13%- Reporting and Dashboards
  • 1. Dashboard Design
  • 2. Agent Performance Reporting
  • 3. Service Metrics Analysis
Topic 4: Service Cloud Solution Design15%- Customer Service Experience Design
  • 1. Security and Compliance Requirements
  • 2. Customer Experience Design
  • 3. Agent Experience Optimization
Topic 5: Knowledge Management12%- Salesforce Knowledge
  • 1. Knowledge-Centered Service
  • 2. Knowledge Configuration and Self-Service
  • 3. Knowledge Article Lifecycle
Topic 6: Entitlements and Service Levels3%- Service Commitments
  • 1. Service Level Agreements
  • 2. Entitlement Processes
  • 3. Milestones
Topic 7: Intake and Interaction Channels10%- Customer Support Channels
  • 1. Email-to-Case
  • 2. Web-to-Case
  • 3. Omni-Channel Routing
  • 4. Digital Engagement
Topic 8: Implementation Strategies12%- Service Cloud Deployment
  • 1. Training Strategies
  • 2. Implementation Planning
  • 3. Data Migration and Governance
Topic 9: Industry Knowledge12%- Contact Center Metrics and KPIs
  • 1. Customer Service Performance Indicators
  • 2. Business Challenges and Service Objectives

Salesforce Service Cloud Administration Sample Questions:

Question #1

Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

  • A. Configure Omni-Channel with Least Active Routing
  • B. Configure Case Assignment Rules
  • C. Configure Omni-Channel with Most Available Routing
  • D. Configure Live Agent Skills-based Routing
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #2

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

  • A. Configure Service Contracts.
  • B. Set up Milestones.
  • C. Create an Entitlement Process.
  • D. Enable Work Orders.
Reveal Solution  Discussion  0

Correct Answer: B,C  🗳️

Question #3

A company has theserequirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case towork Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

  • A. Route to agents with the least amount of active assigned work.
  • B. Route to agents with the most cases closed for that topic.
  • C. Route to agents with the most capacity to take on new work.
  • D. Route to agents staffing the assigned overflow queues.
Reveal Solution  Discussion  0

Correct Answer: A,C  🗳️

Question #4

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Communityusers are able to access only their cases online, including cases created by the support team on their behalf over the phone?

  • A. A sharing set to grant the Customer Community user access to records associated to their Contact record.
  • B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
  • C. A sharing rule to ensure record access is granted based on criteria of the case.
  • D. Anorganization-wide default of Public Read/Write on the Case object.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #5

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultantrecommend to meet this requirement?

  • A. Social Persona tor Twitter and Facebook.
  • B. Einstein Bot social queues.
  • C. Social Media Marketing message tagging.
  • D. Social Customer Service for Twitter and Facebook.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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