Salesforce ADM-261 Q&A - in .pdf

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

SectionWeightObjectives
Topic 1: Integration and Automation5%- Flow for Service
  • 1. Process automation design
    - Third-party integrations
    • 1. CTI and telephony systems
      Topic 2: Knowledge Management20%- Lightning Knowledge setup
      • 1. Article types and data categories
        • 2. Publishing and approval processes
          - Knowledge usage and integration
          • 1. Case and knowledge association
            • 2. Knowledge-Centered Support (KCS) best practices
              Topic 3: Omni-Channel Routing15%- Workload management
              • 1. Queue and agent assignment
                • 2. Skills-based routing
                  - Setup and configuration
                  • 1. Routing models and capacity
                    • 2. Presence configurations
                      Topic 4: Self-Service and Communities10%- Self-service features
                      • 1. Chat and bot integration
                        • 2. Web-to-Case and Email-to-Case
                          - Experience Cloud setup
                          • 1. Site creation and branding
                            • 2. Case and knowledge access
                              Topic 5: Analytics and Reporting10%- Dashboards and KPIs
                              • 1. Trend analysis and forecasting
                                • 2. Service level agreement monitoring
                                  - Service-specific reports
                                  • 1. Agent performance tracking
                                    • 2. Case volume and resolution metrics
                                      Topic 6: Case Management25%- Service level management
                                      • 1. Entitlements and service contracts
                                        • 2. Milestones and timeline tracking
                                          - Support processes and record types
                                          • 1. Case lifecycle and status management
                                            • 2. Automation: assignment rules, escalation rules, queues
                                              Topic 7: Service Cloud Console15%- Integration and extensions
                                              • 1. Open CTI and telephony integration
                                                • 2. Live Agent / Chat deployment
                                                  - Console configuration
                                                  • 1. Utility bar and productivity tools
                                                    • 2. Custom navigation and layouts

                                                      Salesforce Service Cloud Administration Sample Questions:

                                                      1. What is a benefit of acustomer community? Choose 2 answers.

                                                      A) Enables customers to log inquires without contacting an agent
                                                      B) Reducesincoming call volume
                                                      C) Eliminates the need to track service level agreements
                                                      D) Eliminates the need for support agents


                                                      2. Which three are characteristics of Visual Workflow? Choose 3 answers

                                                      A) Elements can be used to update fields in the database.
                                                      B) Elements can beused to pass data to legacy systems.
                                                      C) Apex code must be used to pass data to legacy systems.
                                                      D) Only one version of a flow can be activated at a time.
                                                      E) Apex code must be used to update fields inthe database.


                                                      3. Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
                                                      * Link new posts andcomments to an existing customer record* Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

                                                      A) Integrate Facebook to its existing Customer Community.
                                                      B) Create a Lightning Platform app for Facebook monitoring.
                                                      C) Enable Salesforce social profile on contacts.
                                                      D) Enable Social Customer Service.


                                                      4. What statement is true about the Salesforce Knowledge article lifecycle?

                                                      A) Article permission sets allow agents to participate in the article publishing process
                                                      B) Articles CANNOT be published until they are reviewed and validated by a qualified author
                                                      C) Knowledge uses public groups as a way toassign users to specific tasks related to articles
                                                      D) Approval process CANNOT allow publishingof articles that have specificvalidation statuses


                                                      5. Open CTI allows AdvancedAdministrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
                                                      Choose 2 answers

                                                      A) Onthe footer of the Lightning Console
                                                      B) On the left sidebar of Salesforce Classic
                                                      C) On a new tab in the agent's browser
                                                      D) On the Highlights Panel of a Primary tab


                                                      Solutions:

                                                      Question # 1
                                                      Answer: A,B
                                                      Question # 2
                                                      Answer: B,D,E
                                                      Question # 3
                                                      Answer: C
                                                      Question # 4
                                                      Answer: A
                                                      Question # 5
                                                      Answer: A,B

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