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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: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 3: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 4: 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 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: 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 |
Salesforce Certified Field Service Consultant Sample Questions:
1. Universal Containers wants to offer customers a Maintenance Plan that provides 12 monthly checkups.
The customer will call to schedule eachvisit.
How should a Consultant configure the Maintenance Plan to meet this requirement?
A) Set Frequency to 1 Month; Generation Timeframe of 12; uncheck Auto-generatework orders.
B) Set Frequency to 1 Month; Generation Timeframe of 1; uncheck Auto-generate work orders.
C) Set Frequency to 1 Month; Generation Timeframe of 12; check Auto-generate work orders.
D) Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work orders.
2. Universal containers products need to be traceable form the factory to customer sites. The products are installed using disposable kits.
How should the consultant configure this?
A) Create the products and the installation kits as unsterilized inventory.
B) Creak the products as serialized inventory and the installation kits as unsterilizedinventory.
C) Create the products and the installation kits as serialized inventory.
D) Create the products and the installation kits as a singleserialized product.
3. Universal Containers wants to implement Service LevelAgreements (SLA) for Work Orders.
Which three considerations should the Consultant take into account?
Choose 3 answers
A) A new Entitlement Process requires selecting a single Entitlement Process Type.
B) An Entitlement Process must be applied to both Cases and Work Orders.
C) Milestones for Work Orders can be set up from the metadata API.
D) Milestones for Work Orders can be configured in Setup.
E) A single Milestone can be added to both Case and Work Order Entitlement Processes.
4. Universal Containers (UC) has 140 service resources who handle 2,400 service appointments per day.
How should UC define Service Territories to ensure a high quality of optimization and dispatcher experience?
A) Three Service Territories withfewer than 50 resources
B) Five Service Territories with fewer than 500 Service Appointments per day
C) Two Service Territories that split the Service Resources evenly
D) One Service Territory with four Polygons
5. Northern Trail Outfitters is adding Field Service Schedule Optimization to its Field Service implementation.
Which licensing will be required for the Field Service Schedule Optimization user?
A) Scheduling License
B) Resource License
C) Dispatcher License
D) Salesforce License
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A,C,D | Question # 4 Answer: B | Question # 5 Answer: D |
