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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 2: Managing Scheduling and Dispatch | 28% | - Explain the difference between global, local, and emergency scheduling - Determine the appropriate optimization rules and service objectives for a scenario - Explain the usage of complex work and work capacity - Given a scenario, determine the appropriate dispatch and scheduling settings - Demonstrate how to use the dispatcher console |
| Topic 3: Inventory and Order Management | 10% | - Distinguish between product items, product item transactions, and product requests - Explain the inventory and order management process - Given a scenario, determine the appropriate settings for product item tracking |
| Topic 4: Managing Work Orders | 23% | - Given a scenario, configure work order processes, parameters, and field settings - Apply the appropriate product and price book configurations for a scenario - Explain the work order lifecycle and applicable statuses - Distinguish between work order line item types and their usage |
| Topic 5: Field Service Mobile App | 10% | - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Demonstrate how to configure offline data and push notifications - Explain how to use the Field Service mobile app to perform field service tasks |
| Topic 6: Managing Resources | 16% | - Explain the relationships between service territories, operating hours, and shifts - Demonstrate how to use time off to manage resource availability - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) |
| Topic 7: Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| Topic 8: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
Salesforce Certified Field Service Consultant Sample Questions:
1. Universal Containers wants service managers to quickly Identify location and status changes in the lifecycle of a specific component in a customer's install base.
What should a Consultant utilize to track the lifecycle?
A) Field HistoryTracking on Assets
B) A Work Order related list on Assets
C) A Product related list on Assets
D) Custom fields for change tracking on Assets
2. Ursa Major Solar (UMS) has implemented Field Service using a private record access model. UMS has also set work types to automatically generate Service Appointments.
Which two sharing options are available for these Service Appointments?
Choose 2 answers
A) A Service Appointment can be shared by clicking Sharing on the record.
B) The Service Appointment's parent record can be shared with the assigned resource.
C) Auto-generated scheduled Service Appointments will be shared with resources.
D) Make the dispatcher the assigned resource on the Service Appointments.
3. universal containers need to send the technician into the field to service containers. It takes two technicians with specialized skill to complete the work at same time.
How should the consultant make this requirement?
A) Create a work rule with two required skills
B) Create a two-service crew
C) Create a crew with two technicians
4. Universal Containers just started its Field Service Implementation and is configuring Service Territories and Locations. The Locations need to be associated to Territories.
In which two ways should the Consultant show this relationship?
Choose ? answers
A) Add the Service Territory Location Related List on the Service Territory page layout.
B) Create the Service Territory Location as a Location lookup field.
C) Add the Service Territory Location Related List on the Location page layout.
D) Create the Service Territory Location as a Service Territory lookup field.
5. Universal Containers provides prompt service and has multiple service levels for different customers. Over
50% of Service Appointments are created on the same day that they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day.
Which method of dispatching should a Consultant recommend implementing?
A) Automatically Dispatch Service Appointments using Drip Feed.
B) Automatically change the schedule policy.
C) Automatically schedule unscheduled services to available Resources.
D) Automatically change the status to Dispatched of all Service Appointments.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A,C | Question # 3 Answer: C | Question # 4 Answer: A,C | Question # 5 Answer: A |
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