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Salesforce Service Cloud Administration : ADM-261
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Sep 16, 2026
- Q & A: 359 Questions and Answers
About Salesforce ADM-261 Exam
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Cloud Console | 15% | - Console configuration
|
| Knowledge Management | 20% | - Lightning Knowledge setup
|
| Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Omni-Channel Routing | 15% | - Setup and configuration
|
| Integration and Automation | 5% | - Third-party integrations
|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Case Management | 25% | - Support processes and record types
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case tocapture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the entitlements related list to contact records
- B. Add the assets related list to contact records
- C. Add the entitlement contacts related list toaccount records
- D. Add the service contract related list to contact records
Correct Answer: A 🗳️
Question #2
A customer has recently implemented an on-premise telephony system that is common in theindustry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- D. Create an API integration between Salesforce and the telephony system.
Correct Answer: A 🗳️
Question #3
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements werediscovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Add development resources to the project team to build out the additional requirements.
- B. Document the requirements gap and communicate development options to the project team
- C. Adjustthe project scope to accommodate new requirements and continue with the original project schedule
- D. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
Correct Answer: B 🗳️
Question #4
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Case Assignment Rules
- B. Case Auto-Response Rules
- C. Omni-Channel
- D. Visual Workflow
Correct Answer: C 🗳️
Question #5
The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Knowledge Base
- B. Customer Community
- C. Service Cloud Console
- D. Automatic Call Distribution
Correct Answer: A,B 🗳️
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