Salesforce ADX261 Exam Syllabus
Start Free ADX261 Exam Practice After Reviewing the Topics
Before starting your ADX261 exam preparation, it is recommended to review the complete Salesforce Administer and Maintain Service Cloud exam syllabus and carefully go through the exam objectives listed below. Once you understand the exam structure and objectives, you should practice using our free ADX261 questions. We also provide premium ADX261 practice test, fully updated according to the latest exam objectives, to help you accurately assess your preparedness for the actual exam.
Salesforce ADX261 Exam Objectives
| Section | Weight | Objectives |
|---|---|---|
| Industry Knowledge | 12% | This section discusses what affects Contact Center metrics and KPIs. Weigh the risks and gains of achieving client goals. Describe the standard practices and abilities of a service organization. |
| Implementation Strategies | 14% | This section is about a given a scenario where users have to determine how to participate in a successful consulting engagement |
| Service Cloud Solution Design | 20% | This section is about reviewing customers' needs by focusing on design considering capabilities, limitations. |
| Knowledge Management | 8% | This section is about describing the Salesforce Knowledge article lifecycle and how users can utilize the best practices using Knowledge-Centered Support (KCS). |
| Intake and Interaction Channels | 15% | This section is about giving a business scenario and process requirements. Users have to recommend the best strategy for intake channels and discuss their designs. |
| Case Management | 18% | This section deals with a given set of requirements or KPIs. Users need to formulate a case mangement solution from the scratch and conclude it. |
| Contact Center Analytics | 8% | This section is about the knowledge of creating reports and dashboards in Salesforce to share vital information with various users like agents, managers, and executives, based on the scenario. |
| Integrations | 5% | This section is about describing how and why to integrate Service Cloud with other systems and external data sources, including third-party tools. |
| Official Information | https://trailhead.salesforce.com/en/academy/classes/adx261-administer-and-maintain-service-cloud |
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