Try Salesforce : ADM-261 practice torrent pass for sure
Updated: Aug 23, 2026
No. of Questions: 359 Questions & Answers with Testing Engine
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Salesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Service Cloud Administration (SU24) |
| Exam Number: | ADM-261 |
| Real Exam Qty: | 60-65 |
| Exam Duration: | 105 minutes |
| Available Languages: | English, Japanese, Spanish, French, German, Portuguese |
| Exam Price: | $200 USD |
| Certificate Validity Period: | 12 months (renew via maintenance modules) |
| Exam Format: | Multiple-choice, Multiple-select |
| Passing Score: | 65% |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Advanced Administrator |
| Recommended Training: | Service Cloud Administration (ADM-261) Exam Prep Administer and Maintain Service Cloud (ADX261) |
| 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 |
|---|---|---|
| Service Cloud Console | 15% | - Integration and extensions
|
| Omni-Channel Routing | 15% | - Workload management
|
| Integration and Automation | 5% | - Third-party integrations
|
| Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Knowledge Management | 20% | - Knowledge usage and integration
|
| Case Management | 25% | - Support processes and record types
|
| Self-Service and Communities | 10% | - Self-service features
|
Salesforce Service Cloud Administration Sample Questions:
1. A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?
A) Community
B) Email to Case
C) Web to Case
D) On Demand Email to Case
2. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A) Live Agent
B) Salesforce Knowledge
C) Open CTI
D) Salesforce for Twitter
3. At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?
A) Enable Chatter case feed and add product development team members to the case team.
B) Create a related child case and assign the child case to the product development team.
C) Build a repository of Knowledge articles related to integration and share it with the customer.
D) Create a private Chatter group with customers and invite key individuals to join the group.
4. Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity?
Choose 2 answers
A) Increase the number of agents.
B) Improve the agent interface.
C) Employ surveys to confirm customer satisfaction.
D) Enable templates for written responses.
5. What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
A) Recommend articles prior to a Live Agent session
B) Suggest articles for a web-to-case question
C) Suggest articles for an email-to-case question
D) Recommend articles during a call for a support agent
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C,D | Question # 5 Answer: A,B |
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