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ADM 261 Course Overview

ADM 261 Course Overview

The ADM 261 course, also known as the "Service Cloud Administration" course, is a comprehensive learning path designed to equip learners with the skills and knowledge necessary to effectively implement Salesforce Service Cloud features for their organization. This course covers various aspects of case management, automation, entitlements, Salesforce Knowledge, multi-channel support, and self-service communities.

Throughout the course, participants will learn how to create a support process tailored to business requirements, utilize Salesforce automation for service and support, and manage entitlements. They will gain a deep understanding of Salesforce Knowledge, including deploying Knowledge with article types and data categories. Additionally, learners will explore multi-channel support in the Salesforce Console for Service, including the use of Live Agent and Computer Telephony Integration (CTI).

By engaging with self-service communities, participants will learn how to enable and customize communities to enhance customer experience. Upon completion of this course, learners will be well-equipped to optimize the Service Cloud to improve customer service efficiency and satisfaction. This course provides valuable insights into case management, Salesforce automation, entitlement management, Salesforce Knowledge, Service Cloud, multi-channel support, CTI, and self-service communities.

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Course Prerequisites

To successfully undertake the ADM 261 course, students should have the following minimum prerequisites:


  • Basic understanding of Salesforce and its navigation
  • Fundamental knowledge of Salesforce Service Cloud features
  • Experience with standard Salesforce object management and customization (e.g., creating fields, objects, and workflows)
  • Familiarity with the CRM concepts and the importance of customer service operations
  • Ability to comprehend business processes related to support and service workflows
  • A grasp of automation concepts within Salesforce, such as workflow rules and process builders
  • An understanding of data management principles within Salesforce, such as data categories and article types
  • Basic knowledge of Salesforce community features and settings
  • Comfort with web technologies (browsers, basic HTML) is helpful but not required

Please note that while prior experience with Salesforce administration or a similar CRM platform is beneficial, the course is designed to guide you through the specific features and functionalities related to service and support within the Salesforce environment.


Target Audience for ADM 261

ADM 261 focuses on Salesforce Service Cloud features, ideal for professionals seeking to enhance customer support and case management skills.


  • Salesforce Administrators
  • Service Cloud Consultants
  • Technical Support Specialists
  • Customer Service Managers
  • IT Service Desk Managers
  • CRM System Analysts
  • Salesforce Developers with a focus on Service Cloud
  • Business Analysts working with CRM platforms
  • Salesforce Architects planning Service Cloud implementations
  • Customer Experience (CX) Strategists
  • Operations Managers overseeing customer support
  • Salesforce Implementation Specialists
  • Customer Success Managers looking to leverage Salesforce tools
  • IT Project Managers involved in Salesforce projects
  • Contact Center Supervisors
  • Quality Assurance Managers for service teams


Learning Objectives - What you will Learn in this ADM 261?

Introduction to Learning Outcomes:

Gain mastery in Service Cloud functionalities, including case management, Salesforce automation, entitlement processes, Salesforce Knowledge, multi-channel support, and self-service communities to enhance customer service operations.

Learning Objectives and Outcomes:

  • Design a support process tailored to business requirements, enhancing customer service efficiency.
  • Implement Salesforce service and support automation features such as web-to-case, workflows, queues, assignment, and escalation rules.
  • Master Entitlement Management to ensure customers receive the support they are entitled to as per service agreements.
  • Develop a comprehensive understanding of Salesforce Knowledge, including its key concepts, article types, data categories, and integration with cases.
  • Deploy Knowledge Centered Support (KCS) methodology to improve the quality and efficiency of knowledge management.
  • Identify and implement article type workflows and approval processes, ensuring content governance and quality.
  • Explore the capabilities of the Salesforce Console for Service and how it streamlines multi-channel support operations.
  • Assign proper licenses, create Service Console apps, and enable key features like Live Agent and Open CTI for seamless customer interaction.
  • Understand the strategic use of Salesforce Communities to empower customer self-service, community engagement, and support.
  • Customize a Salesforce Community and create dashboards to monitor community health, establishing a robust self-service ecosystem.

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