Exam Name: Service Cloud Administration
Certification Provider: Salesforce
Corresponding Certification: Service Cloud Consultant
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Instant Download Salesforce : ADM-261
Check Updated on: Oct 07, 2026
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service Channels | - Call Center Integration
|
| Topic 2: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 3: Service Process Automation | - Service Level Management
|
| Topic 4: Service Cloud Fundamentals | - Case Management
|
| Topic 5: Knowledge Management | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Configure a chat validation rule.
- B. Customize the pre-chat form.
- C. Customize the lightning console that page.
- D. Configure lightning guidedengagement.
Correct Answer: B 🗳️
The Universal Containerscontact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Number of cases closed by a self-service user
- C. Number of cases created using portal
- D. Average call handle time by team
Correct Answer: B,C 🗳️
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
- A. The report chart is added to the Page Layout.
- B. The report hasa standard Report Type.
- C. The report is shared with a Chatter Group.
- D. The report contains a chart.
- E. The report is a Summary or Matrix report.
Correct Answer: D,E 🗳️
Which metric influences customer satisfaction? Choose 2 answers
- A. First call resolution
- B. After call work
- C. Cost per call
- D. Call quality
Correct Answer: A,D 🗳️
Universal Banking hascustomer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articlespertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
- A. Create geography-based profiles to restrict access using data categories
- B. Create geography-based roles to restrict access by mapping article types
- C. Create geography-based profiles to restrict access by mapping articletypes
- D. Create geography-based roles to restrict access using data categories
Correct Answer: D 🗳️
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