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Salesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Service Cloud Administration (SU24) |
| Exam Number: | ADM-261 |
| Passing Score: | 65% |
| Exam Duration: | 105 minutes |
| Certificate Validity Period: | 12 months (renew via maintenance modules) |
| Exam Format: | Multiple-select, Multiple-choice |
| Available Languages: | Japanese, French, Spanish, Portuguese, English, German |
| Real Exam Qty: | 60-65 |
| Related Certifications: | Salesforce Certified Advanced Administrator Salesforce Certified Administrator |
| Exam Price: | $200 USD |
| Recommended Training: | Service Cloud Administration (ADM-261) Exam Prep Administer and Maintain Service Cloud (ADX261) |
| Exam Registration: | Pearson VUE Registration Salesforce Certification Portal |
| 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 |
|---|---|---|
| Topic 1: Knowledge Management | 20% | - Lightning Knowledge setup
|
| Topic 2: Case Management | 25% | - Service level management
|
| Topic 3: Self-Service and Communities | 10% | - Experience Cloud setup
|
| Topic 4: Analytics and Reporting | 10% | - Service-specific reports
|
| Topic 5: Service Cloud Console | 15% | - Console configuration
|
| Topic 6: Integration and Automation | 5% | - Flow for Service
|
| Topic 7: Omni-Channel Routing | 15% | - Setup and configuration
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
Universal Containers has defined a set of steps that each Case must go through, fromsubmission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
A. Enable Omni-Channel Routing.
B. Configure Case Escalation Rules.
C. UseProcess Builder with Scheduled Actions
D. Define Entitlement and Milestones.
Question 2
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Communityusers are able to access only their cases online, including cases created by the support team on their behalf over the phone?
A. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
B. Anorganization-wide default of Public Read/Write on the Case object.
C. A sharing rule to ensure record access is granted based on criteria of the case.
D. A sharing set to grant the Customer Community user access to records associated to their Contact record.
Question 3
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 report.
C. Create a custom Visualforce page.
D. Create a custom view on the Case tab.
Question 4
Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
A. Create two article typesto display information (Question/Answer, Product Info).
B. Create two data categories to display information (Question/Answer, Product Info).
C. Create three article types for each product area (Personal Banking, Mortgage, CD).
D. Create three data categories for each product area (Personal Banking, Mortgage, CD).
Question 5
Universal Containersrequires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
A. Validation rules
B. Assignment rules
C. Workflow rules
D. Auto-response rules
Solutions:
| Question 1 Answer: D | Question 2 Answer: C | Question 3 Answer: C | Question 4 Answer: A,D | Question 5 Answer: C |
By Harlan
