PDF Version DemoSalesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Administer and Maintain Service Cloud |
| Exam Number: | ADM-261 |
| Real Exam Qty: | 65 |
| Available Languages: | English |
| Exam Duration: | 105 minutes |
| Certificate Validity Period: | Requires annual Salesforce certification maintenance |
| Passing Score: | 78% |
| Exam Price: | $200 USD |
| Exam Format: | Multiple Choice, Scenario-Based Questions |
| Related Certifications: | Salesforce Certified Service Cloud Consultant |
| Sample Questions: | Salesforce ADM-261 Sample Questions |
| Exam Way: | Online Proctored Exam or Test Center Delivery |
| Pre Condition: | Salesforce Certified Administrator certification or equivalent Salesforce platform administration experience is strongly recommended. |
| Official Syllabus URL: | https://help.salesforce.com/s/articleView?id=005298989&language=en_US&type=1 |
Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Integrations | 10% | - External System Connectivity
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Case Management | 13% | - Case Lifecycle Administration
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
A company frequently has issues with customers that need complex, hands-on technical support with high- priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
A. SOS Video Chat
B. Customer Community
C. Field Service Lightning
D. Salesforce Knowledge
Question 2
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a SystemAdministrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
A. Use Data Loader to delete the corrupt data.
B. Manually update the corrupt data to correct it.
C. Log aData Recovery case with Salesforce Support.
D. Restore the data using the available backup.
Question 3
Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers
A. Rename the Visualforce page to "Lightning Knowledge"
B. Remove Apex code references to the Article RecordType field.
C. Configure the Visualforce page to use the Lightning Design System.
D. Remove Apex code references to the ArticleType field.
Question 4
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultantrecommend to meet this requirement?
A. Einstein Bot social queues.
B. Social Media Marketing message tagging.
C. Social Customer Service for Twitter and Facebook.
D. Social Persona tor Twitter and Facebook.
Question 5
UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?
A. Contact report run time
B. Contact list view edit time
C. Contact related list load time
D. Contact view page load time
Solutions:
| Question 1 Answer: A | Question 2 Answer: C | Question 3 Answer: A,C | Question 4 Answer: D | Question 5 Answer: A |
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