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Salesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Service Cloud Administration (SU24) |
| Exam Number: | ADM-261 |
| Passing Score: | 65% |
| Certificate Validity Period: | 12 months (renew via maintenance modules) |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Advanced Administrator |
| Exam Duration: | 105 minutes |
| Available Languages: | English, Japanese, Spanish, French, German, Portuguese |
| Exam Price: | $200 USD |
| Real Exam Qty: | 60-65 |
| Exam Format: | Multiple-choice, Multiple-select |
| Recommended Training: | Administer and Maintain Service Cloud (ADX261) Service Cloud Administration (ADM-261) Exam Prep |
| Exam Registration: | Pearson VUE Registration Salesforce Certification Portal |
| 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: Integration and Automation | 5% | - Third-party integrations
|
| Topic 2: Omni-Channel Routing | 15% | - Workload management
|
| Topic 3: Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Topic 4: Case Management | 25% | - Service level management
|
| Topic 5: Service Cloud Console | 15% | - Integration and extensions
|
| Topic 6: Self-Service and Communities | 10% | - Experience Cloud setup
|
| Topic 7: Knowledge Management | 20% | - Lightning Knowledge setup
|
Salesforce Service Cloud Administration Sample Questions:
1. The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
A) Quick Text
B) Dynamic list updates
C) Case hover
D) Keyboard Shortcuts
E) Multi -monitor support
2. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
A) Increased call routing accuracy
B) Optimized useof resources
C) Increased call deflection
D) Reduced support channels
E) Reducedissue resolution time
3. 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) Set up Milestones.
B) Enable Work Orders.
C) Create an Entitlement Process.
D) Configure Service Contracts.
4. Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
A) Caseteams
B) Auto-response rules
C) Escalation rules
D) Workflow rules
5. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
A) Multiple Monitors Components
B) Collapsible Sidebar Components
C) ConfigureMacros
D) Console Keyboard Shortcuts
Solutions:
| Question # 1 Answer: B,D,E | Question # 2 Answer: B,D,E | Question # 3 Answer: A,C | Question # 4 Answer: A,D | Question # 5 Answer: C |
By Noah
