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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Configuring Mobility | 10% | - Configure Field Service mobile app settings - Enable mobile workflows and sign-off processes - Distinguish mobile app capabilities |
| Managing Work Orders | 23% | - Configure work order processes, types, and parameters - Manage work order lifecycle, line items, and milestones - Relate work orders, service appointments, and products |
| Managing Resources | 16% | - Configure service territories and membership - Understand license types and deployment - Manage time sheets, operating hours, and skills - Set up and manage crews and resource types |
| Managing Assets | 5% | - Track asset history and maintenance - Maintain assets and asset relationships |
| Managing Inventory | 8% | - Manage products, consumption, and returns - Select inventory and price book models |
| Permissions and Sharing | 5% | - Manage territory visibility and sharing rules - Configure permission sets and access |
| Configuring Maintenance Plans | 5% | - Design and implement maintenance plans - Schedule recurring work |
| Managing Scheduling and Optimization | 28% | - Manage service appointment lifecycle and assignment - Configure scheduling policies and optimization rules - Use dispatcher console and scheduling tools - Set up operating hours and availability |
Salesforce Certified Field Service Consultant Sample Questions:
1. Customer relationships and reliable service are the main focus this year at Ursa Major Solar. Management has asked that once a technician has serviced a customer, they continue to service that customer when possible.
What should the consultant recommend to meet this requirement?
A) Assign a Preferred status Resource Preference to the Account.
B) Configure an account preference on the Service Resource record.
C) Include the Required Resource work type in Scheduling Policies.
D) Designate a Skill-based resource to the Work Order.
2. Northern Trail Outfitters (NTO) wants to automatically dispatch a Technician's next two Service Appointments after the Technician completes their current Service Appointment. NTO wants to be consistent across all of the Service Territories and control thenumber of Service Appointments that are pushed to the Technician.
What automated processing should the Consultant configure upon Work Order completion to dispatch the next two Appointments?
A) Create an Apex Trigger.
B) Configure an Auto Dispatch Scheduled Job.
C) Enable Drip feed Dispatch.
D) Build a Workflow Rule.
3. Universal Containers (UC) normally focuses on minimizing travel. Weather can cause situations that require expedited on-site service.
How should a Consultant recommend UC handle unplanned service during times of severe weather?
A) Configure an Emergency Policy and use the Emergency Wizard.
B) Configure a new Service Level for immediate assignment.
C) Postpone all lower-priority jobs and extend Due Dates.
D) Manually flag ServiceAppointments as "In Jeopardy" due to weather.
4. The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration.
Which three options are available to the Dispatcher? Choose 3 answers
A) Select a Service Appointment from the list, use the "Change Status" action and "Dispatch."
B) Select a Service Appointment from the list, use the "Edit" action and allocate the Resource.
C) Select multiple Service Appointments from the list and bulk schedule them.
D) gy Select a ServiceAppointment from the list, use the "Candidates" action, and select the best time slot.
E) Select a Service Appointment from the list and use the "Schedule" action.
5. A customer makes one appointment for the sales department, and another appointment for the service department. The two appointments should be handled on the same day, but should be created as separate appointments. In addition, theTechnician must complete one appointment before starting the next. The agent wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the Consultant verify to ensure these requirements are met and simultaneous scheduling will occur?
Choose 3 answers
A) The Complex Work Visualforce page is added to the Service Appointments page
B) The Dependency Type is set to Start After Finish and Same Day on the first service appointment in thedependency.
C) A dependency has been created between the two appointments and the start times are the same.
D) The checkbox Use all-or-none scheduling for related appointments in Field Service Settings is selected.
E) The Same Resource and Same Day fields appear on the Service Appointments page layout.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: C,D,E | Question # 5 Answer: B,D,E |
