Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	Knowledge Management: It explains Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices as well as determining how to configure Knowledge.
Topic 2	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 3	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.
Topic 4	Integrations: Explains use cases and considerations for core Service Cloud integrations.
Topic 5	Industry Knowledge: It explains the factors that influence KPIs and key Contact Center metrics. Moreover, it discusses risks, benefits, and business challenges. Lastly, it focuses on industry standards and general capabilities.
Topic 6	Contact Center Analytics: The topic discusses develop reports and dashboards in Salesforce.
Topic 7	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.

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

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