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Salesforce Service Cloud Administration : ADM-261
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Sep 16, 2026
- Q & A: 359 Questions and Answers
About Salesforce ADM-261 Exam
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Integrations | 10% | - External System Connectivity
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?
- A. Assign article managers to public groups and specificpublication states to each group.
- B. Assign article managers to publication teams and specific article actions to each team.
- C. Assign article managers to public groups and specific article actions to each group.
- D. Assign article managers to publication teams and specific publication states to each team.
Correct Answer: C 🗳️
Question #2
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When a case is escalated this user is listed in the case history
- B. When a case iscreated via Email-To-Case this user isassigned as the case owner
- C. When an email notification is triggered via workflow this user is listed in the case history
- D. When a case is created via Web-To-Case this user is listed in the case history
- E. When a case is automatically assigned using assignment rules this user is listed in the case history
Correct Answer: A,D,E 🗳️
Question #3
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact centermanager analyze? Choose 3 answers
- A. Number of closedcases on first call
- B. Number of cases escalated
- C. Number of new customers added
- D. Average number of days to close cases
- E. Number of open cases per day
Correct Answer: B,D,E 🗳️
Question #4
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use workflow rules to send an email to the customer
- B. Use assignment rules toassign the case to a case queue
- C. Use escalation rules to assign the case to a case queue
- D. Use auto-response rules to send an email to the customer
Correct Answer: A 🗳️
Question #5
Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Chatter groups for customer
- B. Predictive dialer for outbound calls
- C. Mobile access to case information
- D. Visibility into serviceentitlements
Correct Answer: C,D 🗳️
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