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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Inventory and Order Management | 10% | - Distinguish between product items, product item transactions, and product requests - Explain the inventory and order management process - Given a scenario, determine the appropriate settings for product item tracking |
| Topic 2: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 3: 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 4: Managing Resources | 16% | - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Explain the relationships between service territories, operating hours, and shifts - Demonstrate how to use time off to manage resource availability |
| Topic 5: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 6: Managing Work Orders | 23% | - Given a scenario, configure work order processes, parameters, and field settings - Explain the work order lifecycle and applicable statuses - Distinguish between work order line item types and their usage - Apply the appropriate product and price book configurations for a scenario |
| Topic 7: Managing Scheduling and Dispatch | 28% | - Explain the usage of complex work and work capacity - 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 - Demonstrate how to use the dispatcher console |
| Topic 8: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
Salesforce Certified Field Service Consultant Sample Questions:
1. Universal Containers offers 2-hour versus 4-hour appointment booking windows for Gold versus Standard Customers. What should a Consultant recommend to offer appropriate appointment booking windows?
A) Service Urgency
B) Customer Working Hours
C) Service DueDate
D) Customer Entitlement
2. Which two scenarios are fully supported by Maintenance Plans?
Choose 2? answers
A) Appointments on the first Tuesday of the month
B) Quarterly sales visits to a customer
C) Site inspections during the first week of the "year
D) Weekly recurring appointments at 8:00 AM
3. Universal Containers wants to increase customer satisfaction by committing preferred resources to accounts and providing prompt service.
Which two default Scheduling Policies meet this requirement?
Choose 2 answers
A) Customer First
B) Soft Boundaries
C) EmergencyPolicy
D) High Intensity
4. AW Computing technicians handle different kinds of jobs, many of which involve installing or replacing parts. Having the appropriate inventory is critical to completing the jobs on time.
How should field service be configured to ensure the parts required for a job are listed correctly on the work order?
A) Include the required products in the work type.
B) Add the product fields to the work order layout.
C) Create a flow to add the products to the work order.
D) Ensure the product items are available in inventory.
5. A mobile technician uses parts present in their van to complete an on-site customer installation. The technician has marked theservice appointment and work order as completed. They want to record the parts used in completing the job and adjust their van stock.
Where should the technician record this information?
A) The Product Request Line Item associated with the Product
B) The Products Consumed section on the Work Order
C) The Product Item Transactions Related List on the Product Item
D) The Work Order Line Item associated with the completed Work Order
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A,D | Question # 3 Answer: A,B | Question # 4 Answer: B | Question # 5 Answer: B |
