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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Resources | 16% | - Explain the relationships between service territories, operating hours, and shifts - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Demonstrate how to use time off to manage resource availability |
| Topic 2: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 3: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 4: Field Service Mobile App | 10% | - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Explain how to use the Field Service mobile app to perform field service tasks - Demonstrate how to configure offline data and push notifications |
| Topic 5: Managing Work Orders | 23% | - Apply the appropriate product and price book configurations for a scenario - Given a scenario, configure work order processes, parameters, and field settings - Explain the work order lifecycle and applicable statuses - Distinguish between work order line item types and their usage |
| Topic 6: Managing Scheduling and Dispatch | 28% | - Demonstrate how to use the dispatcher console - Explain the difference between global, local, and emergency scheduling - Determine the appropriate optimization rules and service objectives for a scenario - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the usage of complex work and work capacity |
| Topic 7: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 8: Inventory and Order Management | 10% | - Given a scenario, determine the appropriate settings for product item tracking - Distinguish between product items, product item transactions, and product requests - Explain the inventory and order management process |
Salesforce Certified Field Service Consultant Sample Questions:
1. universal containers want to limit their technicians view of work orders and appointment in the field service lightning mobile app. What should a consultant recommend to control their technicians?
A) page layouts
B) mini page layouts
C) field sets
D) visual force page
2. Which two objects are required when configuring an optimization job? Choose 2? answers
A) Service Territory
B) Polygons
C) Scheduling Policy
D) Work Type
3. UniversalContainers (UC) wants to deploy Knowledge to its field team,
How should UC ensure its Technicians can access Knowledge Articles offline?
A) Write a workflow that associates Articles to Work Orders based on a pickiist on the jork Order.
B) Create a custom mobile app that syncs articles based on Service Appointment assignments
C) Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app.
D) Use Work Types to assign associated Articles to Work Orders.
4. Universal Containers (UC) provides services to multiple machines installed at customer sites. Each machine has different issues that need to be fixed. UC wants to track progress, different parts used, and time spent on each machine when dispatching a Technician.
How should the Consultant meet these requirements?
A) Each Asset will have a Service Appointment that will represent the work needed for each machine.
B) Each Account will have a Service Appointment that will represent the work to be done at the customer site.
C) Work Orders will have multiple Service Appointments. Each Service Appointment will be linked to the Asset.
D) Work Orders will have multiple Work Order Line Items. Each Work Order Line Item will be linked to the Asset and have a Service Appointment.
5. Universal Containers wants Technicians using the Salesforce Field Service mobile app to indicate when Service Appointmentsare at risk of late completion.
What should a Consultant recommend to meet this requirement?
A) Post to the Service Appointment Chatter feed.
B) Change the Status field on the Service Appointment.
C) Adjust the Scheduled End field on the ServiceAppointment.
D) Update the In Jeopardy field on the Service Appointment.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A,C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: D |
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