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: Sep 13, 2026
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Process Automation | - Service Level Management
|
| Service Cloud Fundamentals | - Case Management
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Customer Service Channels | - Call Center Integration
|
| Knowledge Management | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
Which method can be used to route cases from social channels?
- A. Enable Social Network Profile and add assignment rules to the case object.
- B. use Twitter-to-case and add workflow rules to the case object.
- C. Enable Social Customer Service and add assignment rules to thecase object.
- D. EnableSocial Network Profile and add workflow rules to the contact object.
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things willhappened?
- A. The Customer doesn't know they were transferred
- B. Both Service Reps can chat with the customer
- C. The Customer is shown the new Rep's name
- D. The chat transcripts and case are transferred
For which purpose should a contact center use visual workflow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To automatically assign cases to a specific queue based on the customer support level.
- C. To automate business processes for agents who troubleshoot customer support issues via phone.
- D. To escalate a case to the support manager if it has been open for more than 72 hours.
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts andcomments to an existing customer record* Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Salesforce social profile on contacts.
- B. Create a Lightning Platform app for Facebook monitoring.
- C. Enable Social Customer Service.
- D. Integrate Facebook to its existing Customer Community.
A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Mass email
- B. Salesforce Chat
- C. Communities
- D. Public groups
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