Salesforce ADM-261 Exam Details & Actual Exam Questions

  • Exam Code/Number: ADM-261
  • Exam Name/Title: Service Cloud Administration
  • Certification Provider: Salesforce
  • Corresponding Certification: Service Cloud Consultant
  • Exam Questions: 359
  • Updated On: Jul,16 2026
  • Certification Level: Consultant

Salesforce Service Cloud Administration Exam Questions

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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
Available Languages:English, Japanese, Spanish, French, German, Portuguese
Exam Format:Multiple-choice, Multiple-select
Passing Score:65%
Exam Price:$200 USD
Certificate Validity Period:12 months (renew via maintenance modules)
Exam Duration:105 minutes
Related Certifications:Salesforce Certified Administrator
Salesforce Certified Advanced Administrator
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:

SectionWeightObjectives
Self-Service and Communities10%- Self-service features
  • 1. Chat and bot integration
    • 2. Web-to-Case and Email-to-Case
      - Experience Cloud setup
      • 1. Case and knowledge access
        • 2. Site creation and branding
          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
                  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
                          Analytics and Reporting10%- Service-specific reports
                          • 1. Case volume and resolution metrics
                            • 2. Agent performance tracking
                              - Dashboards and KPIs
                              • 1. Service level agreement monitoring
                                • 2. Trend analysis and forecasting
                                  Omni-Channel Routing15%- Setup and configuration
                                  • 1. Presence configurations
                                    • 2. Routing models and capacity
                                      - Workload management
                                      • 1. Queue and agent assignment
                                        • 2. Skills-based routing
                                          Integration and Automation5%- Third-party integrations
                                          • 1. CTI and telephony systems
                                            - Flow for Service
                                            • 1. Process automation design
                                              Knowledge Management20%- Knowledge usage and integration
                                              • 1. Case and knowledge association
                                                • 2. Knowledge-Centered Support (KCS) best practices
                                                  - Lightning Knowledge setup
                                                  • 1. Publishing and approval processes
                                                    • 2. Article types and data categories


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