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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Resources | 16% | - Demonstrate how to use time off to manage resource availability - Explain the relationships between service territories, operating hours, and shifts - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) |
| Topic 2: Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| Topic 3: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 4: Inventory and Order Management | 10% | - Distinguish between product items, product item transactions, and product requests - Given a scenario, determine the appropriate settings for product item tracking - Explain the inventory and order management process |
| Topic 5: Managing Scheduling and Dispatch | 28% | - Explain the usage of complex work and work capacity - Demonstrate how to use the dispatcher console - Determine the appropriate optimization rules and service objectives for a scenario - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the difference between global, local, and emergency scheduling |
| Topic 6: Field Service Mobile App | 10% | - Explain how to use the Field Service mobile app to perform field service tasks - Demonstrate how to configure offline data and push notifications - Given a scenario, determine the appropriate configuration for the Field Service mobile app |
| Topic 7: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 8: Managing Work Orders | 23% | - Distinguish between work order line item types and their usage - Explain the work order lifecycle and applicable statuses - Apply the appropriate product and price book configurations for a scenario - Given a scenario, configure work order processes, parameters, and field settings |
Salesforce Certified Field Service Consultant Sample Questions:
1. How should a Consultant configure Salesforce Field Service to ensure agents and dispatchers can quickly create Work Orders with the appropriate materials?
A) Create Work Types and Locations.
B) Create Work Types with Products Required.
C) Create Work Types with Work Order Line Items.
D) Create Work Types with Products Consumed.
2. Northern Trail Outfitters is implementing drip feed dispatching. When testing the new functionality, the drip does not dispatch appointments as expected. A consultant is engaged to troubleshoot theissue.
What is preventing the drip feed from triggering?
A) Other scheduled jobs are dispatching appointments and exceeding the drip feed value.
B) The default drip feed setting is overriding the drip feed rate on a service territory.
C) The appointment status is going from Scheduled to Completed.
D) The status on completed appointments can only be Canceled, Completed, or Cannot Complete.
3. The service director at Ursa Major Solar would like to understand the effect that service objectives have on the assignment of service appointments to service resources.
Where can the director view service objective scores for potentialappointment time slots?
A) Candidates action
B) Dispatch console
C) Book appointment action
D) Bulk dispatch action
4. Universal Containers wants to track the time a Service Resource spends on each step of more complex repair jobs. This time could include travel, prep and on-site time.
How could the Service Resource's Time Sheet be
configured to track the total time spenton each step?
A) Relate the Time Sheet to the Service Appointment.
B) Relate the Time Sheet to the Work Order Line Item.
C) Relate the Time Sheet Entries to the Service Appointment.
D) Relate the Time Sheet Entries to the Work Order Line Item.
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 change the status to Dispatched of all Service Appointments.
B) Automatically Dispatch Service Appointments using Drip Feed.
C) Automatically change the schedule policy.
D) Automatically schedule unscheduled services to available Resources.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: B |
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