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About Salesforce ADX261 Exam

Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	Knowledge Management: It explains Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices as well as determining how to configure Knowledge.
Topic 3	Integrations: Explains use cases and considerations for core Service Cloud integrations.
Topic 4	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 5	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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