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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Inventory and Order Management | 10% | - Explain the inventory and order management process - Distinguish between product items, product item transactions, and product requests - Given a scenario, determine the appropriate settings for product item tracking |
| Topic 2: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 3: 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 4: 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 5: Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| Topic 6: Managing Work Orders | 23% | - Apply the appropriate product and price book configurations for a scenario - Distinguish between work order line item types and their usage - Explain the work order lifecycle and applicable statuses - Given a scenario, configure work order processes, parameters, and field settings |
| Topic 7: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 8: Managing Scheduling and Dispatch | 28% | - 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 - Explain the difference between global, local, and emergency scheduling - Demonstrate how to use the dispatcher console |
Salesforce Certified Field Service Consultant Sample Questions:
1. A Dispatcher notices that the Crew assigned to a Service Appointment is missing a skill for the work assigned.
How can the Dispatcher update the Service Crew to meet those requirements?
A) Create a new ServiceAppointment with a different Crew.
B) Use the Crew Management tool to add Service Resources to the Crew.
C) Update the Service Crew on the Service Appointment's Work Type.
D) Edit the Service Appointment and add a neew Service Resource.
2. AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the systemadministrator ensure that the technicians have the appropriate access to the service appointments dispatched to them?
A) Enable the sharing features in the Field Service settings in the Setup menu.
B) Create a user territory for the technicians' primary and secondary territories.
C) Configure a sharing rule to share dispatched service appointments with the assigned resource.
D) Create a process to change the owner of the serviceappointment to the assigned technician.
3. 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) Adjust the Scheduled End field on the ServiceAppointment.
B) Update the In Jeopardy field on the Service Appointment.
C) Post to the Service Appointment Chatter feed.
D) Change the Status field on the Service Appointment.
4. Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Call Center Agents are responsible for booking appointments.
Which permission set license should be assigned to the Call Center Agents?
A) FSL Dispatcher License
B) FSL Resource License
C) FSL Admin License
D) FSL Agent License
5. Universal containers plans to deploy field service lightning to 100 external contractors. There are 75 contractors who need access to work Orders assets mobile app, and chatter. the remaining 25 contractors are paid a commission on sales of containers and need to schedule resources.
Which license types and quantities should the consultant recommend?
A) 25 contractors100 contractors
B) 25 contractors75 contractors25 contractors
C) 100 contractors100 contractors
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: B |
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