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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 20% | - Lightning Knowledge setup
|
| Omni-Channel Routing | 15% | - Setup and configuration
|
| Service Cloud Console | 15% | - Integration and extensions
|
| Case Management | 25% | - Support processes and record types
|
| Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Integration and Automation | 5% | - Flow for Service
|
Salesforce Service Cloud Administration Sample Questions:
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. Public groups
- C. Communities
- D. Salesforce Chat
Correct Answer: C,D 🗳️
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Open CTI
- B. Salesforce for Twitter
- C. Live Agent
- D. Salesforce Knowledge
Correct Answer: D 🗳️
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selectedwill meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Requires the use of Transport LayoutSecurity (TLS)
- B. Handles more the 10,000 emails a day
- C. Accepts attachments from emails
- D. Accepts email attachments larger than 10 MB
Correct Answer: D 🗳️
Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
- B. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- C. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- D. Configure the agent console and display the articles, case view, and external system custom object
Correct Answer: A 🗳️
WhenService Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs and Casestab
- B. Account tab with Cases related list
- C. Account tabs with Case Subtabs
- D. Case tabs with Account subtabs
Correct Answer: B 🗳️








