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Updated: Aug 29, 2026
No. of Questions: 359 Questions & Answers with Testing Engine
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Salesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Administer and Maintain Service Cloud |
| Exam Number: | ADM-261 |
| Certificate Validity Period: | Requires annual Salesforce certification maintenance |
| Exam Duration: | 105 minutes |
| Real Exam Qty: | 65 |
| Available Languages: | English |
| Passing Score: | 78% |
| Exam Price: | $200 USD |
| Exam Format: | Multiple Choice, Scenario-Based Questions |
| Related Certifications: | Salesforce Certified Service Cloud Consultant |
| Sample Questions: | Salesforce ADM-261 Sample Questions |
| Exam Way: | Online Proctored Exam or Test Center Delivery |
| Pre Condition: | Salesforce Certified Administrator certification or equivalent Salesforce platform administration experience is strongly recommended. |
| Official Syllabus URL: | https://help.salesforce.com/s/articleView?id=005298989&language=en_US&type=1 |
Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integrations | 10% | - External System Connectivity
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?
A. Create a workflow rule to update the article status to Published on the article start date.
B. Send an email reminder to update the article status to Published on the start date.
C. Create a task related to the article with a reminderset for the article start date.
D. Set the article publish date to automatically display the article on the start datE.
Question 2
If youdelete a case, which two also get deleted? (Choose two answers)
A. Event
B. Account
C. Attachments
D. Solution
Question 3
A case has not been closed even after 30 days, but those cases canbe closed in 7 days. What should the consultant do toovercome this? choose 2 options
A. Identify those cases and assign to the closure team
B. Use auto response rule to send an email
C. Use escalation rule to send an email
D. Supervisors to investigate those cases
Question 4
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
A. Track social sentiment across social media outlets
B. Improve the training provided to existing agents
C. Hire more agents for the contact centers
D. Configure entitlements and milestones to enforce SLAs
Question 5
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
A. Create a service cloud console to support all channel groupings.
B. Create an agent profile for each channel grouping.
C. Create an agent role for each channel grouping.
D. Create a unique case page layout for each channel grouping.
Solutions:
| Question 1 Answer: D | Question 2 Answer: A,C | Question 3 Answer: A,D | Question 4 Answer: B,C | Question 5 Answer: D |
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