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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Work Orders | 23% | - Explain the work order lifecycle and applicable statuses - Distinguish between work order line item types and their usage - Given a scenario, configure work order processes, parameters, and field settings - Apply the appropriate product and price book configurations for a scenario |
| Topic 2: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 3: 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 4: Managing Scheduling and Dispatch | 28% | - Determine the appropriate optimization rules and service objectives for a scenario - Given a scenario, determine the appropriate dispatch and scheduling settings - Demonstrate how to use the dispatcher console - Explain the usage of complex work and work capacity - Explain the difference between global, local, and emergency scheduling |
| Topic 5: Field Service Mobile App | 10% | - Demonstrate how to configure offline data and push notifications - Explain how to use the Field Service mobile app to perform field service tasks - Given a scenario, determine the appropriate configuration for the Field Service mobile app |
| Topic 6: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 7: Inventory and Order Management | 10% | - Explain the inventory and order management process - Given a scenario, determine the appropriate settings for product item tracking - Distinguish between product items, product item transactions, and product requests |
| Topic 8: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
Service technicians at AW Computing use the Field Service mobile application when inThe field. The technicians rely on Knowledge articles to assist them with completingAssigned work.
How should the solution be configured to ensure technicians can access relevantKnowledge articles?
- A. Update the Service Appointment page layout to include the Articles related list.
- B. Add the Knowledge Lightning component to the Field Service mobile app.
- C. Attach the relevant articles to the work order or work order line items.
- D. Create a quick action on the work order to search the Knowledge base.
Correct Answer: C 🗳️
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Universal Containers needs a team to perform periodic maintenance on theMost complex products.
Which feature should the Consultant configure to meet this requirement?
- A. Required Resource
- B. Preferred Resource
- C. Service Crew
- D. Technicians with Required Skills
Correct Answer: C 🗳️
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AW Computing groups its technicians based on seniority. The newest techs compriseTier 1, move to Tier 2 after a year on the job, and get assigned to Tier 3 after 3 yearsOn the job. Resources with more seniority should be considered for a job over Resources with less seniority. How should the field service administrator ensure this corporate policy is enforced Considering the Customer First scheduling policy is utilized consistently exceptIn emergency situations?
- A. Create a custom number field to capture the tier number on the service resource.
- B. Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier 1Techs with the highest number.
- C. Create a queue for each tier group within each territory on the Service Appointment object.
- D. Make a relevance group on the work rule to filter based on the tier number and add the rule to thePolicy.
Correct Answer: B 🗳️
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Universal Containers occasionally needs to use two Technicians to complete a job, however the Technicians can be onsite at different Times. How should a Consultant implement this process?
- A. Create one Service Appointment and schedule two Resources.
- B. Create two Service Appointments and set the Early Start to the Start Time of the first Service Appointment.
- C. Create two Service Appointments and assign two different Resources.
- D. Create one Service Appointment and add two Required Resources.
Correct Answer: C 🗳️
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Technicians often need to generate a report in the customer's language.
Which configuration should the Consultant recommend to meet the requirement?
- A. Add the Service Report Language field to the Work Order Page Layout.
- B. Add the Language field to the Contact Page Layout.
- C. Update the Language of the current User.
- D. Update the Default Language of the Organization.
Correct Answer: A 🗳️
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