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ADM-261 resources - Service Cloud Administration Updated: 2023

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Exam Code: ADM-261 Service Cloud Administration resources November 2023 by team

ADM-261 Service Cloud Administration

Exam Details for ADM-261 Service Cloud Administration:

Number of Questions: The exam consists of approximately 60 multiple-choice and multiple-select questions.

Time Limit: The total time allocated for the exam is 105 minutes (1 hour and 45 minutes).

Passing Score: To pass the exam, you must achieve a minimum score of 65%.

Exam Format: The exam is conducted online and is proctored. You will be required to answer the questions within the allocated time frame.

Course Outline:

1. Service Cloud Overview:
- Introduction to Service Cloud and its features
- Differentiate between standard and custom objects in Service Cloud

2. Service Cloud Console:
- Understand the Service Console and its capabilities
- Configure console components and settings
- Customize the console layout and design

3. Service Cloud Data Model:
- Understand the data model for cases, accounts, contacts, and assets
- Configure and manage case assignment rules
- Set up and use case escalation rules

4. Service Cloud Automation:
- Create and manage workflows and process builder in Service Cloud
- Use escalation rules and auto-response rules to automate case management
- Implement entitlement processes for service level agreements (SLAs)

5. Service Cloud Security and Access:
- Configure profiles and permission sets for Service Cloud users
- Define data sharing rules and roles
- Implement field-level security and record-level security

6. Service Cloud Analytics and Reporting:
- Create and customize reports and dashboards for service metrics
- Understand and utilize Service Cloud Einstein Analytics features
- Monitor and track agent performance and customer satisfaction metrics

7. Service Cloud Implementation Strategies:
- Understand best practices for Service Cloud implementation
- Plan and execute a successful Service Cloud deployment
- Manage change and adoption within the organization

Exam Objectives:

1. Understand the core features and components of Service Cloud.
2. Configure and customize the Service Console to meet specific business requirements.
3. Manage and automate case management processes using workflows, process builder, and rules.
4. Implement security measures and control access to Service Cloud data.
5. Generate reports and dashboards to monitor service metrics and agent performance.
6. Develop and execute a Service Cloud implementation strategy based on best practices.

Exam Syllabus:

The exam syllabus covers the following topics:

1. Service Cloud Overview
- Standard and custom objects
- Service Cloud features and benefits

2. Service Cloud Console
- Console components and settings
- Console layout and design customization

3. Service Cloud Data Model
- Cases, accounts, contacts, and assets
- Case assignment and escalation rules

4. Service Cloud Automation
- Workflows and process builder
- Escalation rules and auto-response rules
- Entitlement processes

5. Service Cloud Security and Access
- Profiles and permission sets
- Data sharing rules and roles
- Field-level security and record-level security

6. Service Cloud Analytics and Reporting
- Reports and dashboards customization
- Service Cloud Einstein Analytics
- Agent performance and customer satisfaction metrics

7. Service Cloud Implementation Strategies
- Best practices for implementation
- Deployment planning and execution
- Change management and adoption strategies
Service Cloud Administration
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Service Cloud Administration (SU21)
Question: 91
UC wants to implement a Knowledge management process with the following requirements: It must contain four
different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It
must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products.
Any product-related content created by contact center agents must be approved by the contact center manager and the
Knowledge manager before being published. Product content should only be visible internally to contact center agents
who handle the product.
How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
A . Configure workflow rules for each data category
B . Configure article types for each kind of content
C . Define approval processes for eacharticle type
D . Define approval processes for each product
E . Configure data category values for each product
Answer: A,B,E
Question: 92
Universal Containers purchased Knowledge and would like to implement it as soon as possible.
What approach should a consultant recommend?
A . Activate Knowledge One within the Salesforce Console for Service.
B . Create a Knowledge Visualforce component on the case detail page.
C . Activate Knowledge One on the case detail page.
D . Create a Knowledge Visualforce component within the Salesforce Console for Service.
Answer: A
Question: 93
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a
Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2
A . A knowledge article life cycle that is implemented correctly the first time and does not need to change
B . Reduced first contact resolution
C . A knowledge article life cycle that evolves based on usage and demand
D . Reduced issue resolution time
Answer: B,D
Question: 94
Universal Containers agents need to be more productive when cases. Agent want to send email to customers prior to
violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agents requirements?
Choose 2 answers
A . Add multiple ELSE IF blocks after the IF block
B . Add conditional logic to the instructions
C . Create a formula to build the macro logic around
D . Add a formula block to the macro
Answer: C,D
Question: 95
Which two configuration steps are required before quick actions can be used in Macros?
A . Global Actions needs on the publisher layout.
B . Quick Actions must be enabled in the org.
C . The specific quick action must be added to the case Feed.
D . The specific quick action must be added to the case record Type.
Answer: B,C
Question: 96
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively
A . Customize the lightning console that page.
B . Configure a chat validation rule.
C . Customize the pre-chat form.
D . Configure lightning guided engagement.
Answer: C
Question: 97
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster
Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and
making sure agents can work from the production copy until production is restored. The results of the exercise are
provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
A . Allow the exercise to be done in a Production instance
B . Use a Full copy sandbox for the DR exercise
C . Use a Partial sandbox for the DR exercise
D . Use a Developer Pro sandbox for the DR exercise
Answer: B
Question: 98
A clients Support Call Center has seen an increase in call volume on a new product line. The agents are having
problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
A . Create Knowledge Articles and publish internally and publicly.
B . Configure IVR routing to bypass Tier 1 for the product line.
C . Configure Omni-channel to assign cases directly to Tier 2.
D . Create a dashboard to track and manage call volumes by type.
Answer: A
Question: 99
Field engineers often need to access current inventory levels of products the customer has purchased while at customer
Which solution should a Consultant recommend to meet this requirement?
A . Implement Field Service Lightning.
B . Integrate with an enterprise resource planning system.
C . Develop and publish a knowledge management system
D . Configure Visual Flows on Salesforce mobile.
Answer: B
Question: 100
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality
of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
A . Contact Salesforce to send a report on article efficacy.
B . Send out a monthly survey to customers requesting feedback.
C . Install Knowledge Base Dashboards and Reports AppExchange package.
D . Create a group of super users that will evaluate and manage articles.
Answer: C
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Salesforce Administration resources - BingNews Search results Salesforce Administration resources - BingNews Business Administration Vs. Human Resources

Leigh Richards has been a writer since 1980. Her work has been published in "Entrepreneur," "Complete Woman" and "Toastmaster," among many other trade and professional publications. She has a Bachelor of Arts in psychology from the University of Wisconsin and a Master of Arts in organizational management from the University of Phoenix.

Tue, 17 Jul 2018 19:13:00 -0500 en-US text/html
Salesforce collaborates with ICT Academy, AICTE to focus on Indian teacher’s upskilling

Customer relationship management platform Salesforce has collaborated with the Information and Communication Technology (ICT) Academy and the All-India Council for Technical Education (AICTE) to introduce the Educator’s Empowerment Program (EEP) on Salesforce Technologies. 

Sanket Atal, Managing Director - India Site, at Salesforce India, said, “The Educator’s Empowerment Program on Salesforce Technologies is a testament to our dedication to elevating the standards of technical education in India. Through this program, we aim to equip educators with the skills and expertise required to stay ahead in their field, foster innovation, and prepare students for the challenges of the future.”

The company noted that this collaboration is driven by the collaborators' shared vision to empower educators with the knowledge and skills they need to thrive in the ever-evolving landscape of technical education, thereby ensuring quality education for the learners.

“We believe this initiative will not only benefit educators but also lead to an enriched and dynamic learning experience for students across the country and thereby empower the education landscape,” Atal from Salesforce explained.

Salesforce said that the program will support virtual internships, leveraging Trailhead, their free online learning platform as part of the instructional practice. Three specific tracks have been identified, which include the Salesforce Platform Developer Track intended for individuals who have knowledge, skills, and experience building custom applications on the Lightning Platform. 

T. G. Sitharam, Chairman at AICTE, noted, “In this dynamic and fast-changing world, it is paramount that we give our teachers new skills, and more exposure to professional development programs that prepare students to be confident of adapting to the environment. We are delighted to partner with Salesforce through the ICT academy, to ensure upskilling of students with new concepts and techniques and encourage learning of Salesforce technologies to support learners' needs.”

The Salesforce Administrator Track, a guide to customise the platform while connecting business and technology and lastly, MuleSoft training on seamlessly inter-connection of data, applications and devices across on-premises and cloud computing environments, the company said.

Hari Balachandran, CEO at ICT Academy, added “ICT Academy in association with AICTE and Salesforce, is proud to bring the ‘Educators Empowerment Program’ on the Salesforce Technologies to the faculty members of higher education institutions across India. The initiative exemplifies our unwavering commitment to fostering educational excellence. By investing in our faculty's professional growth and equipping them with the latest teaching methodologies and skills, we are creating a ripple effect that will positively impact our entire academic community.”

Fri, 10 Nov 2023 09:09:00 -0600 en text/html
Pa.’s apprenticeship program can help both companies and workers No result found, try new keyword!Pennsylvania’s dedicated Apprenticeship and Training Office helps nonprofit and training organizations develop registered apprenticeship programs. Tue, 14 Nov 2023 02:16:00 -0600 en-us text/html Shared Resources

Partners in Innovation

Fred Hutchinson Cancer Center’s in-house expertise puts world-class technologies at your fingertips. Through Shared Resources, investigators in the Fred Hutch/University of Washington/Seattle Children's Cancer Consortium and at external academic and industry organizations can access cutting-edge services tailored to their specific research goals, including novel assay development or early access to new technologies.

Shared Resources comprises over a dozen cores that help drive advances by integrating dedicated experts and sophisticated technologies across the entire research pipeline, from basic science to clinical trials. This seamless experience encompasses all phases of technology selection, experimental design, and data generation and analysis.

How We Advance Science

Fred Hutch Shared Resources cores are powerful assets for science. From genomics to microscopy to proteomics, these resources provide centralized, equitable and efficient access to powerful technologies and expertise in support of scientific discovery.

In addition to our work within our Cancer Consortium, Shared Resources cultivates partnerships with external institutions and clients in academia and industry. We’re proud to offer scientists and biotechnology partners around the country the opportunity to access our scientific services in support of their basic, translational or clinical research.

Sat, 03 Jul 2021 16:45:00 -0500 en text/html
MBA in Human Resources Online

Register By: December 02 Classes Start: December 04

The MBA That Fits Your Life

  • Just over $19K total tuition
  • Earn credentials along the way
  • Program accredited by ACBSP
  • Aligns with SHRM BoCK key competencies1
  • Complete in about 1 year
  • No GRE/GMAT required

MBA in HR Online Program Overview

A human resources concentration built into an MBA? That's the type of degree that can fit well into your career-advancement goals.

The Master of Business Administration (MBA) in Human Resources at Southern New Hampshire University prepares you to take on this increasingly important role. And because it’s an MBA, its approach to the HR discipline is to enhance your business acumen first and foremost, along with your ability to drive change.

The program lays a foundation in standard business administration topics, weaving courses like leadership, marketing, finance and operations throughout your coursework. You'll dive into them in different ways. For example, you won't just learn about leadership, you'll learn how to lead people, organizations and organizational change.

The comprehensive nature of this program makes it a great option for anyone interested in honing their business skill sets, strengthening marketability and increasing career opportunities – whether you're a latest undergraduate, a well-established professional or somewhere in between.

With only 30 credits required to graduate for just over $19k, the new MBA program also allows you to move through your core coursework faster and for less, even giving you the ability to finish in about a year should you choose to take part full time.

However, despite the accelerated timeline, you can still anticipate the same level of rigor and complexity that you would find in a traditional MBA, allowing you to get the most out of your program in the least amount of time.

"Everything is business as you progress up the ranks of leadership,” said Kate Noor, an MBA academic advisor at SNHU. 

As with all of our HR programs, the MBA in Human Resources aligns with SHRM’s guiding principle – that human resource professionals must be prepared to play a key role in the success of today's agile companies. SHRM is considered the industry standard in HR credentialing.

The coursework was designed to include competencies found in the SHRM Book of Competency and Knowledge (SHRM BoCK™), which forms the basis for SHRM-issued HR credentialing opportunities. The SHRM BoCK covers the 8 behavioral competencies and HR knowledge human resources professionals need to do their best work.1

Melanie Rowe ’18G says her MBA in HR prepared her on many levels.

“The classes at SNHU have taught me a lot about change management, people management, group dynamics, company culture and leadership,” she said. “I’ve used this knowledge in my relationship management and to position myself as an informal leader, which makes it easier for me to recommend and implement change.”

What You'll Learn

  • The complexities of HR management
  • Data analysis and interpretation
  • Adaptable strategies for an organization
  • The cultivation of culturally aware and responsive teams
  • Plans around culture, ethical and legal standards, and sustainable practices

How You'll Learn

At SNHU, you'll get support from day 1 to graduation and beyond. And with no set class times, 24/7 access to the online classroom and helpful learning resources along the way, you'll have everything you need to reach your goals.

Career Outlook

The HR role will continue to evolve as companies in every industry adjust to the long-term effects of events like the COVID-19 pandemic.

But whether the workforce expands or contracts as organizations retool, there could always be demand for strong human resource leadership.

Results from the 2021 Graduate Management Admission Council (GMAC) Demand for Graduate Management Talent Survey show that businesses are seeking qualified MBA degree holders to assist with organizational restructuring fueled by the pandemic. And according to the 2021 GMAC Enrolled Student Survey, almost 8 in 10 enrolled students who responded agree that a graduate business education is a worthwhile investment, even in times of economic uncertainty.2

Likewise, most survey respondents feel confident in their employability in the face of the many challenges imposed by the global pandemic.2

This speaks to the value that earning your MBA in Human Resources can add to your resume, despite the ever-changing landscape. It's one of the most respected and versatile degrees in business, and it can help qualify you for a number of roles at the management level or above by furnishing you with both the strategic and soft skills needed to succeed in times of uncertainty.

Some of the top needed skills from MBA degree holders include leadership, strategy and innovation, decision making, and strategic and systems skills, according to GMAC.2 All of these skills are woven into SNHU's MBA in HR, plus embedded industry-aligned credentials are offered in many of these key areas.

Deborah Gogliettino with text Deborah GogliettinoDeborah Gogliettino, SNHU’s associate dean for human resources, explains it further.

“HR professionals need to understand business and think business first,” she said. “They also need to recognize that almost everything they need to do is to be done through other people – line managers, employees and their colleagues. Hence, they need to be able to build effective influencing and relationship skills.”

Earning your MBA in Human Resources can prepare you to pursue a variety of positions, including:

  • Human resources manager
  • Human resources director
  • Human resources consultant
  • Compensation and benefits manager
  • Training and development manager
  • Operations management

The outlook is good for these roles. According to the 2021 GMAC Demand for Graduate Management Talent Survey, demand for graduate management talent is returning to pre-pandemic levels.2 So whether you’re entering the HR field or looking to step up into management with your current employer, the MBA in HR can take you in a number of directions. 

You’ll find your MBA HR degree opens doors in managerial and executive positions across a diverse range of industries. According to the BLS,3 those industries include:

  • Educational services – state, local and private
  • Finance and insurance
  • Government
  • Healthcare and social assistance
  • Management of companies and enterprises
  • Manufacturing
  • Professional, scientific and technical services

Results from the 2021 GMAC Demand for Graduate Management Talent Survey also show that growth in the technology sector specifically has fueled the hiring of business school graduates.2

The beauty of an MBA in Human Resources is its versatility to cut across industries and areas of interest.

“A student’s decision to be in one industry or another has to do with their passions,” said Gogliettino. “I like mission-driven organizations. I like the multi-layers of complex issues you get in healthcare. But a student who’s adept at HR can work in any industry.”

If the C-suite is in your sights, an MBA in HR can help you get there faster. While every business values people management skills, many employers place greater emphasis on the ability to manage programs that affect their entire workforce. And, according to the BLS, employers generally compensate better for these skill sets.2

However, no matter which direction or industry you choose, MBA degree holders command some of the highest average starting salaries according to GMAC, with a median starting salary of $115,000.2 So not only is the program designed to equip you with the necessary skills to excel in business and HR, getting your MBA in HR degree could lead to higher earning potential.

Job Growth and Salary

The MBA in HR could put you on a growing, lucrative path.

Job Growth

The outlook looks good for roles through 20313:

  • Human resources managers: 7% job growth
  • Training and development managers: 7% job growth


And the 2021 median salaries for jobs were much higher than the pay of all workers combined3:

  • Human resource managers: $126,230
  • Training and development managers: $120,130

Understanding the numbers
When reviewing job growth and salary information, it’s important to remember that real numbers can vary due to many different factors—like years of experience in the role, industry of employment, geographic location, worker skill and economic conditions. Cited projections do not guarantee real salary or job growth.

Where Could You Work?

Some of the largest employers of HR managers are:

Professional, Scientific and Technical Services

Provide a number of services, such as payroll, consulting, training and acquisition, among other roles.

Corporations and Enterprises

Serve in an HR leadership position that gives you the opportunity to make decisions that can move organizations forward.


Manage HR functions in an industry that you're passionate about, like computers, furniture, textiles, food and more.


Become an HR leader in a fast-growing field, making employee-focused, data-driven decisions aimed at improving patient outcomes.

Start Your Journey Towards an Online Human Resources Degree

Why SNHU for Your MBA in Human Resources Online

Admission Requirements

How to Apply

Melanie Rowe

What SNHU Graduates are Saying

Melanie Rowe ’18G

“As a director, it’s important to have a good business foundation in addition to expertise in your field. SNHU’s MBA program allows me to take the core business classes I need to be a director in addition to the HR classes I would take if I was just pursuing a master’s degree in HR.”

Courses & Curriculum

The business world needs well-educated human resource professionals more than ever.

SNHU's MBA in Human Resources online was designed to expand your expertise on a wide range of human resource management topics. Like all of our online MBA programs, it explores today’s most relevant themes, including ethics and corporate social responsibility, leadership, strategy, management, technology and innovation. And because it’s an online program, it allows you to build relationships with a diverse group of students while enhancing the “soft skills” that are so essential to success in business.

Kate Noor with text Kate Noor“An MBA is great for those in a ‘traditional’ business setting, but every industry has room for an MBA in some capacity. What you learn is beyond just crunching numbers," said SNHU academic advisor Kate Noor.

The MBA in HR consists of 7 core MBA courses and 3 human resource courses. Depending on your academic background, you may need to supplement the core courses with business foundation coursework. However, those with a bachelor’s in business administration, human resources or a related area may be able to waive one or more foundations – and jump into the core more quickly. 

The MBA in HR program follows the same structure as our other MBA programs, allowing you to:

  • Earn credentials embedded throughout the program. Not only gain a master's degree, but build up your resume along the way with industry-recognized certifications in tools like Power BI, MS Excel and Tableau – plus, enhancement of soft skills like human intelligence and strategy implementation.
  • Take part in scenario-based learning. Using both disciplinary and interdisciplinary knowledge, as well as creative thinking and problem-solving skills, you'll participate in interactive scenarios that provide you with real-world experience, while receiving guidance from professors with real-world expertise.
  • Participate in a flex learning pathway. You'll get more fluidity in assignment due dates. Some even span across multiple modules with related themes, allowing you to draw relationships between business principles.
  • Learn through multimedia exposure. Strengthen your understanding of complex courses with animations, video communication tools and videos featuring industry leaders sharing business insights.
  • Access timely resources. Take advantage of hand-selected, relevant resource material from leading professional organizations and publications.

The MBA human resource management concentration stresses the strategic nature of the HR role. You’ll learn how the HR system helps drive the overall organizational mission and see its impact from both a human resource and business perspective. Broad themes include:

  • Strategic decision-making
  • Market-driven connectivity
  • Human resources technology
  • Recruitment and hiring
  • Compensation and benefits

The human resource courses that make up SNHU’s concentration align with the guiding principles of the Society for Human Resource Management (SHRM), the industry standard in HR credentialing. Coursework emphasizes competencies in the SHRM Book of Competency and Knowledge (SHRM BoCK™), which forms the basis for SHRM credentials.1

As you progress through the MBA in HR program, you may take these 3 concentration courses:

  • Strategic Human Resource Management: Examine key regulatory procedures and human resource requirements as they apply to organizations. Analyze the strategic role of the HR manager in recruitment, hiring, training, career development and other functions within the organizational setting.
  • Total Rewards: Examine the impact of compensation and benefits within the organizational structure to design a compensation and benefits program. courses include job analysis, surveys, wage scales, incentives, benefits, human resource information systems (HRIS) and pay delivery administration.
  • Leading Change: Discover the various techniques and strategies used to effect systematic change and transform organizations. Coursework integrates Kotter's processes for leading change, organizational development and transformation theory and practice, emphasizing the use of teams as a key change factor.

As you complete your MBA in Human Resources concentration courses, you’ll learn to lead and operate within cross-functional teams by effectively navigating the complexities of HR management.

“HR is complex, because it has a lot of different variables to it,” said Deborah Gogliettino, SNHU’s associate dean for human resources. “It’s not something you can wing. You have to know the business plus employment laws, federal and state. You answer questions every day in your work.”

Melanie Rowe '18G works for a nonprofit and believes “it’s important to have a good business foundation in addition to expertise in your field.” She most enjoys working in compliance, because she likes “being involved in the action."

“Compliance lets me get involved in every department in the organization,” she said. “I get to learn how everything functions, help fix things that aren’t working and ensure that our process and programs are supporting the organization’s sustainability.”

SNHU also offers a graduate certificate in human resource management, which MBA in HR students can take as a standalone or fold into their program with minimal additional courses. Taking advantage of this opportunity lets you walk away with not one but two in-demand credentials. Together, these two credentials provide robust competency in multiple areas of business as well as HR – an ideal way to increase your knowledge, skills and marketability.

Don't have a business background? No problem. Our MBA is accessible to everyone. Interested students must have a conferred undergraduate degree for acceptance, but it can be in any field. Those without an undergraduate degree in business or a related field may be asked to complete up to 2 foundation courses to get started. These foundations cover essential business skill sets and can be used to satisfy elective requirements for the general-track MBA. With foundations, the maximum length of your online MBA would be 36 credits.

Attend full time or part time. Students in the MBA have the option to enroll full time (at 2 classes per term) or part time (with 1 class per term). Full-time students should be able to complete the program in about 1 year, while part-time students could finish in about 2 years. Our students are busy, often juggling jobs, family and other obligations, so you may want to work with your academic advisor to identify the course plan that works for you. The good news is, you can switch from full time to part time and back again as often as you want.

Minimum Hardware Requirements

Master of Business Administration (MBA) Technical Requirements

University Accreditation

New England Commission of Higher Education Southern New Hampshire University is a private, nonprofit institution accredited by the New England Commission of Higher Education (NECHE) as well as several other accrediting bodies.

Tuition & Fees

Tuition rates for SNHU's online degree programs are among the lowest in the nation. We offer a 25% tuition discount for U.S. service members, both full and part time, and the spouses of those on active duty.

Online Graduate Programs Per Course Per Credit Hour Annual Cost for 15 credits 
Degree/Certificates $1,911 $637 $9,555 
(U.S. service members, both full and part time, and the spouses of those on active duty)*
$1,410 $470 $7,050 

Tuition rates are subject to change and are reviewed annually.
*Note: students receiving this rate are not eligible for additional discounts.

Additional Costs:
Course Materials ($ varies by course). Foundational courses may be required based on your undergraduate course history, which may result in additional cost.

Frequently Asked Questions

What can you do with an MBA in Human Resources?

Where can I get a master's in human resources?

Is HR a good career choice?

Which is better, an MBA or MHRM?

How much does a master's in HR cost?

SNHU Spotlight: Stephen Hearn, MS in Accounting Grad

Stephen Hearn wanted more than his bachelor's degree. He wanted to become a Certified Public Accountant, so he looked for a "reputable" business school and found SNHU's master's in accounting program. 

SNHU Spotlight: Katrina Jagroop-Gomes, MBA Grad

Katrina Jagroop-Gomes dropped out of school when she became a single mother at 23. She later earned her bachelor’s degree, which she said, “opened a lot of doors for me.” But she wasn’t done. Now she has a Master of Business Administration from Southern New Hampshire University.

What is Accounting Automation?

Accounting has evolved from manual ink-stained ledgers to sophisticated automated systems, enhancing efficiency and precision. While accounting automation offers real-time data processing and reduced errors, challenges like data security remain. Automation has been evolving the role of accountants.


Sources & Citations (1, 2, 3)

Tue, 14 Nov 2023 10:00:00 -0600 en text/html
Budget Administration Resources

Budget Administration Resources

The University offers several online tools to help you better understand and manage your department's budget.


The Web*Financials suite helps you track all aspects of your department’s finances. Comprised of several smaller tools, including Web*Finance, Web*Salary, Web*Budget, and Web*Merit, the Web*Financials suite allows you to monitor and manage your budgets, salaries, and merit increases online.

We offer in-person training sessions for Web*Finance and Web*Salary, the two primary sections of the Web*Financials suite. To learn more about the two sessions or to register, please visit our Online System Training for Managers page.

We also have an online guide for using Web*Salary, a tool that allows you to manage and track your department's salaries, and an online guide for using Web*Merit, a tool for managing merit-based salary increases.

Drexel Careers (PageUp)

Drexel Careers, powered by PageUp, helps managers and members of Human Resources easily collaborate on the search and hiring process for new benefits-eligible professional staff and faculty positions. Please review this Drexel Careers Resources webpage for more information. You can also contact your Human Resources Business Partner with any questions.

Organizational Charts

The Org chart software allows you to view and search the University's org charts, including information on chains-of-command, employee contact information, and if you have access to Web*Salary, employee salary information. For more information about using the organizational chart software, read the User Guide [PDF].

Thu, 23 Dec 2021 02:28:00 -0600 en text/html
Salesforce, Accenture unveil joint life sciences cloud solution

Dive Brief:

  • Salesforce and Accenture will jointly develop a life sciences cloud vertical aimed at bringing generative AI and data solutions to healthcare and biopharma organizations, the two companies announced Monday.
  • Salesforce Life Sciences Cloud emerged from a generative AI development hub the two companies announced in May, with the goal of building industry-specific AI models for healthcare, financial services, manufacturing and public sector organizations..
  • The partnership has already yielded a cloud-based patient services CRM solution and a generative AI-enabled pharmaceutical analytics tool using Salesforce’s Einstein AI model and Data Cloud infrastructure, the announcement said.

Dive Insight:

The healthcare sector, with its massive data silos, reams of regulations and aging legacy systems, remains ripe for modernization. But compliance and safety challenges have hindered cloud adoption and raised concerns about solutions that risk exposing patient data.

Industry verticals aim to overcome technical hurdles and satisfy security imperatives on a sector-by-sector basis, easing cloud adoption, accelerating data integrations and paving the way for organizations to onboard generative AI tools.

Accenture and Salesforce aren’t the only vendors aiming to bring cloud-based solutions and generative AI tools to healthcare.

Microsoft partnered with Epic to develop a cloud-based electronic health records solution deployed by Mount Sinai Health System in August, and Google Cloud launched Med-PaLM 2, an EHR-trained large language model, last month.

Accenture and Salesforce are already helping pharmaceutical company Cencora digitally enhance patient engagement capabilities using the CRM giant’s hyperscale data platform, Monday’s announcement said.

The new cloud platform aims to expand data integration capabilities across sales, marketing and other functions.

“The rapid pace of science and technology advancements is making treatment decisions more complex,” Emma McGuigan, senior managing director and enterprise and industry technologies lead at Accenture, said in the announcement. “Data and AI will drive differentiation around how life sciences organizations engage with their customers.”

While the two companies did not disclose the size of their investments in the project, an Accenture spokesperson told CIO Dive the company’s work with Salesforce was tied to its previously announced $3 billion investment in AI.

Mon, 06 Nov 2023 08:34:00 -0600 Matt Ashare en-US text/html
Resources and Forms No result found, try new keyword!Faculty should use the McCormick Proposal Intake Form to notify their research administrator about an upcoming proposal submission. Upon submitting the form, a research administrator will send an ... Wed, 13 May 2020 00:56:00 -0500 en text/html Records Administration & Compliance

The Records Administration & Compliance team works as a collaborative, caring partner to ensure the efficient delivery of HR services in meeting the needs of those we serve. We are committed to demonstrating integrity and a positive forward-looking approach with the services we offer. Our mission is to:

  • Ensure compliance with federal & state regulations and university policy & procedures
  • Provide stewardship, governance and compliance as it relates to HR data
  • Provide value-added services and support to stakeholders, end users, HR partners and internal HR departments

Records Administration & Compliance Staff

Rahul Thadani

Executive Director, Human Resources
Directs Records Administration & Compliance department operations

LaShonda McNair

Manager, HR Compliance
Manages Records Administration & Compliance department operations

Tywana Cannaday

Leave of Absence Coordinator
Leaves of absence, ACT documents, sick time donations

Donaresa Craig

Leave of Absence Coordinator
Leaves of absence, ACT documents, sick time donations

Majida Ilaiyan

HR Records & Compliance Specialist II
ACT documents for organizations beginning with 31-39

Angela Wilson

HR Records & Compliance Specialist II
ACT documents for organizations beginning with 69-70 (Hospital & LLC org)

Leslie Morris

HR Records & Compliance Specialist III
ACT documents for organizations beginning with 69-70 (Hospital & LLC org)

Geneva Thompson

HR Records & Compliance Specialist III
I-9, E-Verify, ACT documents for faculty, volunteers and Oracle access only

Sarita Gupta

HR Records & Compliance Specialist II
ACT documents for organizations beginning with 69-70 (Hospital & LLC org)

Sharon Keener

HR Records & Compliance Specialist II
ACT documents for organizations beginning with 0-29, 41-51

Kari Cotney

HR Records & Compliance Specialist II
I-9, E-Verify

Gail Averett

HR Training and Operations Analyst II
eLAS, I-9, E-Verify, HR OnBase

Megan Burrell

HR Records & Compliance Specialist I
Personnel Records Management
Thu, 02 Apr 2015 15:01:00 -0500 en-US text/html
Records Administration & Compliance

Records Administration & Compliance provides support to UAB and UAB Hospital departmental representatives in the processing of personnel actions via the UAB Administrative System and the ACT Document form. The Records Administration & Compliance department also maintains all documentation related to personnel actions throughout an individual’s employment with UAB. Follow the links below to learn more about records services at UAB.

Sun, 16 Aug 2020 02:13:00 -0500 en-US text/html

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