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Salesforce ADX261

ADX261

Exam Code: ADX261

Exam Name: Administer and Maintain Service Cloud

Updated: Jul 15, 2026

Q & A: 199 Questions and Answers

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Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	Service Cloud Solution Design: It delves into assessing customer requirements to determine limitations, and design trade-offs for the service agent experience and interaction channels. The topic also discusses data security and compliance requirements.
Topic 2	Implementation Strategies: This topic deals with participating in a successful consulting engagement, recommending suitable deployment and training strategies, and explaining considerations and implications for data migration, data governance, data quality, and large data volumes.
Topic 3	Knowledge Management: It explains Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices as well as determining how to configure Knowledge.
Topic 4	Integrations: Explains use cases and considerations for core Service Cloud integrations.
Topic 5	Case Management: Discussion of different capabilities of Service Cloud automation. Explaining how to configure service entitlements, milestones, assets, business hours, and service-level agreements in Service Cloud. It also explains case deflection strategies and case management solution from creation to closure.
Topic 6	Intake and Interaction Channels: It discusses recommending the suitable approach to intake channels and their design. The topic also discusses the use cases and functionality for proposed interaction channels. Lastly, it delves into design considerations and best practices.

Reference: https://trailhead.salesforce.com/en/academy/classes/adx261-administer-and-maintain-service-cloud

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