Salesforce ADM-261 Exam Information and Actual Questions

  • Exam Code/Number: ADM-261
  • Exam Name/Title: Service Cloud Administration
  • Certification Provider: Salesforce
  • Corresponding Certification: Service Cloud Consultant
  • Exam Questions: 359
  • Updated On: Jun 23, 2026

ADM-261
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Salesforce
ADM-261 Exam
Service Cloud Administration

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All the information you need to pass Salesforce Service Cloud Administration ADM-261 exam and free practice exam verified by ExamDiscuss exam experts.

Salesforce ADM-261 Exam Overview:

Certification Vendor:Salesforce
Exam Name:Salesforce Certified Service Cloud Consultant Exam
Exam Number:CRT-261
Real Exam Qty:Approximately 60
Available Languages:English
Passing Score:65-68%
Exam Duration:105 minutes
Exam Price:USD 200
Related Certifications:Salesforce Certified Administrator
Salesforce Certified Advanced Administrator
Salesforce Certified Platform App Builder
Exam Format:Multiple choice, Multiple select
Certificate Validity Period:3 years
Sample Questions:Salesforce ADM-261 Sample Questions
Exam Way:Online proctored exam via Salesforce authorized testing provider or onsite testing center (region-dependent availability).
Pre Condition:No strict prerequisites required. Recommended: Salesforce Administrator certification or equivalent hands-on Salesforce experience.
Official Syllabus URL:https://trailhead.salesforce.com/credentials/servicecloudconsultant

Salesforce ADM-261 Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Analytics and Reporting- Reports and dashboards
  • 1. Service KPIs tracking
    Topic 2: Knowledge Management- Salesforce Knowledge
    • 1. Article lifecycle
      • 2. Knowledge data model
        Topic 3: Customer Service Channels- Call Center Integration
        • 1. CTI integration concepts
          - Digital Engagement
          • 1. Email-to-case and web-to-case
            • 2. Chat and messaging channels
              Topic 4: Service Process Automation- Service Level Management
              • 1. Entitlements and milestones
                - Omni-Channel Routing
                • 1. Routing configuration
                  • 2. Workload management
                    Topic 5: Service Cloud Fundamentals- Case Management
                    • 1. Case lifecycle and automation
                      • 2. Assignment rules and escalation rules
                        - Service Console and User Interface
                        • 1. Console app configuration
                          • 2. Navigation and productivity features

                            The ADM-261 certification exam consists of 60 multiple-choice questions that must be completed within 105 minutes. ADM-261 exam covers a range of topics including Service Cloud configuration, case management, support processes, knowledge management, and analytics. Successful candidates will have demonstrated their ability to configure and manage Service Cloud applications, and will have the skills required to effectively support customers and manage cases. Service Cloud Administration certification is highly regarded within the Salesforce community and can help professionals advance their careers in the field of Salesforce administration.

                            The ADM-261 exam covers a wide range of topics, including Service Cloud functionality, designing and implementing Service Cloud solutions, managing data and security, and troubleshooting and maintaining Service Cloud. ADM-261 exam is a multiple-choice format and comprises 60 questions that you need to complete in 105 minutes. The passing score for the exam is 65%, and it is available in six languages: English, Spanish, French, German, Japanese, and Portuguese.

                            Reference: https://trailhead.salesforce.com/en/academy/classes/adm261-service-cloud-administration/



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