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Salesforce ADM-261 : Service Cloud Administration
Exam Code: ADM-261
Exam Name: Service Cloud Administration
Updated: Sep 14, 2026
Q & A: 359 Questions and Answers
ADM-261 Free Demo download
About Salesforce ADM-261 Exam
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 2: Knowledge Management | - Salesforce Knowledge
|
| Topic 3: Service Process Automation | - Omni-Channel Routing
|
| Topic 4: Customer Service Channels | - Call Center Integration
|
| Topic 5: Service Cloud Fundamentals | - Service Console and User Interface
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
Universal Containers is implementing aKnowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different approval processes.
- B. Create at least two different article types.
- C. Grant managers the Manage Data Categories permission.
- D. Create at least two different data categories.
- E. Grant managers the Manage Salesforce Knowledge permission.
Correct Answer: A,B,E 🗳️
Question #2
UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?
- A. Contact report run time
- B. Contact view page load time
- C. Contact related list load time
- D. Contact list view edit time
Correct Answer: A 🗳️
Question #3
Customer Community to provide customers with a self-service option forsupport. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers to customize their user interface
- B. Allows customers to customize reports and dashboards
- C. Allows customers to search a knowledge base.
- D. Allows customers the ability to collaborate
Correct Answer: C,D 🗳️
Question #4
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Auto-response rules
- B. Workflow rules
- C. Caseteams
- D. Escalation rules
Correct Answer: B,C 🗳️
Question #5
Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and trackthe status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Employee Community
- B. Reseller Community
- C. Partner Community
- D. Customer Community
Correct Answer: C 🗳️
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