Salesforce ADX261 Exam Details & Actual Exam Questions
- Exam Code/Number: ADX261
- Exam Name/Title: Administer and Maintain Service Cloud
- Certification Provider: Salesforce
- Corresponding Certification: Certified Service Cloud Consultant
- Exam Questions: 199
- Updated On: Sep,02 2026
- Certification Level: Intermediate
Salesforce Administer and Maintain Service Cloud Exam Questions
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(34 Up Votes)Salesforce ADX261 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Administer and Maintain Service Cloud |
| Exam Number: | ADX261 |
| Related Certifications: | Salesforce Certified Service Cloud Consultant Salesforce Certified Administrator |
| Exam Price: | USD 200 |
| Passing Score: | 65% |
| Real Exam Qty: | 60-65 |
| Certificate Validity Period: | 2 years |
| Available Languages: | English, Japanese |
| Exam Format: | Multiple-choice, Multiple-select |
| Exam Duration: | 105 minutes |
| Recommended Training: | Prepare for Your Service Cloud Administrator Credential Administer and Maintain Service Cloud (ADX261) Course |
| Exam Registration: | Salesforce Certification Registration |
| Sample Questions: | Salesforce ADX261 Sample Questions |
| Exam Way: | Online proctored or onsite at authorized testing centers |
| Pre Condition: | Recommended: Salesforce Certified Administrator; hands-on experience with Service Cloud |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/adx261 |
Salesforce ADX261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 8% | - Knowledge configuration and maintenance - Knowledge-Centered Support (KCS) methodology - Knowledge article lifecycle and publishing |
| Industry Knowledge | 12% | - Business challenges, risks, and benefits - Industry standards and service delivery models - Contact center operations and performance metrics |
| Implementation Strategies | 10% | - Data migration, governance, and quality - Deployment and training strategies - Project lifecycle and best practices |
| Intake and Interaction Channels | 15% | - Self-service and community portals - Case management and support processes - Email, web, social, and phone channels |
| Service Automation and Optimization | 20% | - Macros, quick text, and automation tools - Omni-Channel routing and presence - Entitlements, service contracts, and milestones - Lightning Service Console configuration |
| Analytics and Reporting | 10% | - Service reports and dashboards - KPIs and performance tracking - Data visualization and insights |
| Service Cloud Solution Design | 15% | - Requirement analysis and solution alignment - Agent experience and interaction channels - Security, compliance, and data access |
| Integrations and Extensions | 5% | - Integration patterns and best practices - API and data connectivity - AppExchange and third-party solutions |
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