Exam Code: ADM-261
Exam Name: Service Cloud Administration
Certification Provider: Salesforce
Corresponding Certification: Service Cloud Consultant

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Updated: Sep 14, 2026

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Salesforce ADM-261 Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Service Cloud Administration (SU24)
Exam Number:	ADM-261
Exam Format:	Multiple-select, Multiple-choice
Exam Duration:	105 minutes
Passing Score:	65%
Real Exam Qty:	60-65
Related Certifications:	Salesforce Certified Administrator Salesforce Certified Advanced Administrator
Available Languages:	German, Portuguese, Spanish, French, English, Japanese
Certificate Validity Period:	12 months (renew via maintenance modules)
Exam Price:	$200 USD
Recommended Training:	Administer and Maintain Service Cloud (ADX261) Service Cloud Administration (ADM-261) Exam Prep
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 certification exam, also known as the Service Cloud Administration certification exam, is designed for professionals who want to demonstrate their expertise in managing and administering the Salesforce Service Cloud. ADM-261 exam measures the candidate's knowledge and skills in configuring and managing various service cloud features, including case management, knowledge management, service entitlements, and service contracts.

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

Salesforce ADM-261 certification exam is recognized globally and is highly valued by employers. Service Cloud Administration certification demonstrates that the candidate has the skills and knowledge to configure and manage the Salesforce Service Cloud. Additionally, this certification can enhance the candidate's career prospects and increase their earning potential.

Salesforce ADM-261 exam covers a wide range of topics, including Service Cloud configuration and customization, managing cases and solutions, knowledge management, and contact center management. ADM-261 exam is designed to test the candidate's understanding of the Service Cloud platform and their ability to apply that knowledge to real-world scenarios. Passing ADM-261 exam demonstrates that the candidate has the skills and knowledge needed to effectively manage Service Cloud solutions.

Salesforce ADM-261 Exam Syllabus Topics:

Section	Weight	Objectives
Service Cloud Console	15%	- Integration and extensions 1. Open CTI and telephony integration 2. Live Agent / Chat deployment - Console configuration 1. Custom navigation and layouts 2. Utility bar and productivity tools
Analytics and Reporting	10%	- Dashboards and KPIs 1. Trend analysis and forecasting 2. Service level agreement monitoring - Service-specific reports 1. Agent performance tracking 2. Case volume and resolution metrics
Knowledge Management	20%	- Knowledge usage and integration 1. Knowledge-Centered Support (KCS) best practices 2. Case and knowledge association - Lightning Knowledge setup 1. Article types and data categories 2. Publishing and approval processes
Case Management	25%	- Support processes and record types 1. Case lifecycle and status management 2. Automation: assignment rules, escalation rules, queues - Service level management 1. Entitlements and service contracts 2. Milestones and timeline tracking
Omni-Channel Routing	15%	- Workload management 1. Skills-based routing 2. Queue and agent assignment - Setup and configuration 1. Presence configurations 2. Routing models and capacity
Self-Service and Communities	10%	- Experience Cloud setup 1. Case and knowledge access 2. Site creation and branding - Self-service features 1. Web-to-Case and Email-to-Case 2. Chat and bot integration
Integration and Automation	5%	- Third-party integrations 1. CTI and telephony systems - Flow for Service 1. Process automation design

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