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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 |
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Managing Resources | 16% | - Demonstrate how to use time off to manage resource availability - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Explain the relationships between service territories, operating hours, and shifts |
| Managing Work Orders | 23% | - Distinguish between work order line item types and their usage - Apply the appropriate product and price book configurations for a scenario - Explain the work order lifecycle and applicable statuses - Given a scenario, configure work order processes, parameters, and field settings |
| Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| 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 |
| Managing Scheduling and Dispatch | 28% | - Demonstrate how to use the dispatcher console - Explain the difference between global, local, and emergency scheduling - Explain the usage of complex work and work capacity - Given a scenario, determine the appropriate dispatch and scheduling settings - Determine the appropriate optimization rules and service objectives for a scenario |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
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. Make a relevance group on the work rule to filter based on the tier number and add the rule to thePolicy.
- B. Create a custom number field to capture the tier number on the service resource.
- C. Use the Priority field on the service resource assigning Tier 3 techs the lowest number and Tier 1Techs with the highest number.
- D. Create a queue for each tier group within each territory on the Service Appointment object.
Correct Answer: C π³οΈ
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Universal Containers wants to offer customers a Maintenance Plan thatProvides 12 monthly checkups. The customer will call to schedule each visit.
How should a Consultant configure the Maintenance Plan to meet this requirement?
- A. Set Frequency to 1 Month; Generation Timeframe of 1; check Auto-generate work 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 12; uncheck Auto-generate work orders.
Correct Answer: D π³οΈ
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Universal Containers (UC) has enabled Salesforce Field Service and installed the managed package. UC wants to ensure thatTechnicians can update their own appointments' status using the Dispatcher console Gantt chart.
Which steps should the Consultant take to meet these requirements?
- A. Create Permission Sets and assign the Salesforce Field Service Scheduling and Mobile Permission Sets to the Resource profile.
- B. Create Permission Sets and assign the Salesforce Field Service Mobile Permission Set to Service Resources.
- C. Create Permission Sets and assign the Salesforce Field Service Resource Permission Set and Scheduling license to each Technician.
- D. Create Permission Sets and assign the Salesforce Field Service Admin Permission Set to Service Resources.
Correct Answer: C π³οΈ
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Which type of record should a Consultant use to specify a pre-defined set of parts for an annual service Work Order?
- A. Asset
- B. Work Order Line Item
- C. Work Type
- D. Product Request
Correct Answer: C π³οΈ
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Universal Containers tracks customer issues in its call center. Sometimes a Technician Is required at the customer's location to resolve the issue.
Which sequence of steps should a Consultant recommend to dispatch the Technician?
- A. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
- B. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
- C. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
- D. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
Correct Answer: D π³οΈ
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
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