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Salesforce ADM-261 : Service Cloud Administration
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Sep 14, 2026 Q&As: 359 Questions and Answers
About Salesforce ADM-261 Exam
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Process Automation | - Service Level Management
|
| Topic 2: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 3: Knowledge Management | - Salesforce Knowledge
|
| Topic 4: Service Cloud Fundamentals | - Case Management
|
| Topic 5: Customer Service Channels | - Call Center Integration
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
Which metric influences customer satisfaction? Choose 2 answers
- A. After call work
- B. Call quality
- C. First call resolution
- D. Cost per call
Correct Answer: B,C 🗳️
Question #2
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?
- A. Create a custom related list on the case.
- B. Create a custom Visualforce page.
- C. Create a custom report.
- D. Create a custom view on the Case tab.
Correct Answer: B 🗳️
Question #3
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add theKnowledge tab to the Console app.
- B. Add the Knowledge Component to the Service Console.
- C. Add the Suggested Article widget to the Case page layout.
- D. Create email templates with Knowledge Articles attached.
Correct Answer: B 🗳️
Question #4
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
- A. A custom tab of type URL that displays a map image of customer location
- B. A Web Service call-out that retrievesmap details from the backend system
- C. An outboundmessage to a middleware platform to provide map details
- D. A mashup integration on the Account page to a third-party mapping service
Correct Answer: D 🗳️
Question #5
Service Representatives arecomplaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Define criteria-based record page components
- B. Create multiple Console layouts
- C. Enable Keyboard shortcuts
- D. Configure Macros
Correct Answer: C 🗳️
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