Study with ADM-261 Actual Test Questions
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Updated: Sep 15, 2026
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Salesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Service Cloud Administration (SU24) |
| Exam Number: | ADM-261 |
| Exam Format: | Multiple-select, Multiple-choice |
| Real Exam Qty: | 60-65 |
| Exam Price: | $200 USD |
| Certificate Validity Period: | 12 months (renew via maintenance modules) |
| Exam Duration: | 105 minutes |
| Passing Score: | 65% |
| Available Languages: | German, English, Spanish, Japanese, French, Portuguese |
| Related Certifications: | Salesforce Certified Advanced Administrator Salesforce Certified Administrator |
| Recommended Training: | Service Cloud Administration (ADM-261) Exam Prep Administer and Maintain Service Cloud (ADX261) |
| Exam Registration: | Salesforce Certification Portal Pearson VUE Registration |
| 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% | - Console configuration
|
| Analytics and Reporting | 10% | - Service-specific reports
|
| Knowledge Management | 20% | - Knowledge usage and integration
|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Omni-Channel Routing | 15% | - Setup and configuration
|
| Integration and Automation | 5% | - Third-party integrations
|
| Case Management | 25% | - Support processes and record types
|
Salesforce Service Cloud Administration Sample Questions:
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. # of cases via email
- B. # of articles per agent
- C. Most popular articles
- D. Total cases created
Correct Answer: C,D 🗳️
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. Enable Salesforce social profile on contacts.
- B. Integrate Facebook to its existing Customer Community.
- C. Enable Social Customer Service.
- D. Create a Lightning Platform app for Facebook monitoring.
Correct Answer: A 🗳️
A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on the articles attached to cases
- B. Report on the articlesfollowed in Chatter
- C. Report on agent ratings on articles
- D. Report on agent feedback on articles
Correct Answer: A,C 🗳️
What is the primary function of a private branch exchange (PBX)?
- A. To use speech recognition to direct calls
- B. To report the caller's background information
- C. To receive multiple calls at one time
- D. To mate calls to different agents
Correct Answer: C 🗳️
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Select best answers for questions.
- B. Escalate a question to a case
- C. Answers can be exposed to partner portal users
- D. Knowledgearticles can be created fromAnswers
- E. External users can subscribe to Answers
Correct Answer: A,B,D 🗳️
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