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Updated: Aug 12, 2026
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Salesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Service Cloud Administration (SU24) |
| Exam Number: | ADM-261 |
| Available Languages: | English, Japanese, Spanish, French, German, Portuguese |
| Real Exam Qty: | 60-65 |
| Exam Format: | Multiple-choice, Multiple-select |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Advanced Administrator |
| Exam Price: | $200 USD |
| Exam Duration: | 105 minutes |
| Certificate Validity Period: | 12 months (renew via maintenance modules) |
| Passing Score: | 65% |
| Recommended Training: | Administer and Maintain Service Cloud (ADX261) Service Cloud Administration (ADM-261) Exam Prep |
| Exam Registration: | Salesforce Certification Portal Pearson VUE Registration |
| Sample Questions: | Salesforce ADM-261 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | Recommended: 6+ months experience with Salesforce Administration; Salesforce Certified Administrator is highly recommended |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Case Management | 25% | - Support processes and record types
|
| Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Service Cloud Console | 15% | - Console configuration
|
| Omni-Channel Routing | 15% | - Setup and configuration
|
| Integration and Automation | 5% | - Third-party integrations
|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Knowledge Management | 20% | - Knowledge usage and integration
|
Salesforce Service Cloud Administration Sample Questions:
1. A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
A) verify that users have access to the Live Agent chat buttons.
B) Verify that users have access to the Live Agent public group.
C) Verify that users are assigned the Live Agent user profile.
D) Verify that users are assigned the Live Agent feature license.
2. Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers
A) Write an Apex trigger that deletes one case eachtime a new case is created.
B) Create a data retention plan that archives or purges Cases at regular intervals.
C) Optimize queries to reduce thescope of Cases included with each search.
D) Ask contact center managers to review data each quarter to possibly delete.
3. Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
A) Plan, Prepare, Test, Execute, Validate
B) Prepare, Plan, Validate, Execute, Text
C) Plan, Prepare, Validate, Execute, Text
D) Prepare, Plan, Text, Execute, Validate
4. Universal Containers 'IT policy prevents third-party software from being installed on employeecomputers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
A) An AppExchange package
B) web-to-Case
C) On-Demand Email-to-Case
D) Email-to-Case
5. Universal Containers is implementing acall center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
A) Configure call center definition
B) Install CTIadapterusing open CTI
C) Configure IVR auto response
D) Deploy Call Center Directory
E) Assign users to a call center
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B,C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A,B,E |
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