Salesforce Service Cloud Administration ADM-261 Certified Exam Dumps

ADM-261 Exam Dumps

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Certification Provider: Salesforce
Exam Code / Number: ADM-261
Exam Name: Service Cloud Administration
Exam Questions: 359
Last Updated: Jul 31, 2026
Corresponding Certification: Service Cloud Consultant

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Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed to test the knowledge and skills of professionals who are involved in administering the Salesforce Service Cloud. Service Cloud Administration certification exam is an excellent opportunity for administrators to demonstrate their expertise in configuring and managing the Service Cloud platform to enhance customer service and support.

The Salesforce ADM-261 exam is suitable for professionals who have experience in administering and configuring Salesforce Service Cloud. It is recommended that candidates have at least six months to one year of experience in Service Cloud Administration before attempting ADM-261 exam.

The ADM-261 exam covers a wide range of topics, including Service Cloud functionality, designing and implementing Service Cloud solutions, managing data and security, and troubleshooting and maintaining Service Cloud. ADM-261 exam is a multiple-choice format and comprises 60 questions that you need to complete in 105 minutes. The passing score for the exam is 65%, and it is available in six languages: English, Spanish, French, German, Japanese, and Portuguese.

Reference: https://trailhead.salesforce.com/en/academy/classes/adm261-service-cloud-administration/

Salesforce ADM-261 Exam Syllabus Topics:

SectionObjectives
Customer Service Channels- Call Center Integration
  • 1. CTI integration concepts
    - Digital Engagement
    • 1. Email-to-case and web-to-case
      • 2. Chat and messaging channels
        Knowledge Management- Salesforce Knowledge
        • 1. Article lifecycle
          • 2. Knowledge data model
            Service Process Automation- Service Level Management
            • 1. Entitlements and milestones
              - Omni-Channel Routing
              • 1. Workload management
                • 2. Routing configuration
                  Service Cloud Fundamentals- Service Console and User Interface
                  • 1. Navigation and productivity features
                    • 2. Console app configuration
                      - Case Management
                      • 1. Case lifecycle and automation
                        • 2. Assignment rules and escalation rules
                          Service Analytics and Reporting- Reports and dashboards
                          • 1. Service KPIs tracking


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