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Updated: Jul 29, 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 |
| Certificate Validity Period: | 3 years |
| Exam Duration: | 105 minutes |
| Passing Score: | 65-68% |
| Exam Price: | USD 200 |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Advanced Administrator Salesforce Certified Platform App Builder |
| Real Exam Qty: | Approximately 60 |
| Available Languages: | English |
| Exam Format: | Multiple choice, Multiple select |
| Recommended Training: | Salesforce Service Cloud Training Modules Service Cloud Consultant Prep on Trailhead |
| Exam Registration: | Webassessor (Kryterion Exam Portal) Salesforce Certification Registration |
| 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 is intended for professionals who have experience in administering Salesforce Service Cloud, such as system administrators, business analysts, and consultants. To take ADM-261 exam, candidates are required to have a solid understanding of Service Cloud features and functionality, including case management, entitlements, knowledge management, and Service Cloud Console customization. Additionally, candidates should have experience in configuring and managing Salesforce integrations, such as with Salesforce CPQ and Salesforce Field Service.
To be eligible for the exam, candidates must have a solid understanding of Salesforce administration, including the ability to customize the platform to meet specific business needs. They should also be familiar with the Service Cloud features, such as automated case routing, service contracts, and entitlements. Candidates are expected to have hands-on experience with Service Cloud implementations.
Reference: https://trailhead.salesforce.com/en/academy/classes/adm261-service-cloud-administration/
Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 2: Customer Service Channels | - Digital Engagement
|
| Topic 3: Knowledge Management | - Salesforce Knowledge
|
| Topic 4: Service Cloud Fundamentals | - Case Management
|
| Topic 5: Service Process Automation | - Omni-Channel Routing
|
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