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Updated: Sep 15, 2026
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Salesforce ADM-261 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | CRT-261 |
| Exam Price: | USD 200 |
| Passing Score: | 65-68% |
| Exam Format: | Multiple choice, Multiple select |
| Related Certifications: | Salesforce Certified Advanced Administrator Salesforce Certified Administrator Salesforce Certified Platform App Builder |
| Exam Duration: | 105 minutes |
| Certificate Validity Period: | 3 years |
| Real Exam Qty: | Approximately 60 |
| Available Languages: | English |
| Recommended Training: | Service Cloud Consultant Prep on Trailhead Salesforce Service Cloud Training Modules |
| Exam Registration: | Salesforce Certification Registration Webassessor (Kryterion Exam Portal) |
| 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:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service Channels | - Call Center Integration
|
| Topic 2: Service Cloud Fundamentals | - Case Management
|
| Topic 3: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 4: Knowledge Management | - Salesforce Knowledge
|
| Topic 5: Service Process Automation | - Service Level Management
|
Salesforce Service Cloud Administration Sample Questions:
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?
- A. Create a custom related list on the case.
- B. Create a custom report.
- C. Create a custom Visualforce page.
- D. Create a custom view on the Case tab.
Correct Answer: C 🗳️
Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console
- B. Build a customer visual force page with the list view and assign it to the console sidebar.
- C. Configure the case list under custom console components so users can view the list view along with the case view
- D. Recommend openingthe case list view in a separate browser tab and use the window alongside the case view
Correct Answer: A 🗳️
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Number of sales queues
- B. Cost per call
- C. Opportunities per channel
- D. Average queue time per agent
- E. Number of leads created
Correct Answer: B,C,E 🗳️
Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- C. Configure the new app m developer org and use an unmanaged package to deploy to production.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
Correct Answer: C 🗳️
A customer is planning a Service Cloudimplementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. Salesforce reporting speed may be affected
- B. The Salesforce org may be slow during the data import
- C. Result may be slow when searching for records
- D. Related lists on the case object may be slow to populate
Correct Answer: A,C 🗳️
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