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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 2: Field Service Mobile App | 10% | - 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 - Demonstrate how to configure offline data and push notifications |
| Topic 3: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 4: Managing Scheduling and Dispatch | 28% | - Demonstrate how to use the dispatcher console - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the difference between global, local, and emergency scheduling - Explain the usage of complex work and work capacity - Determine the appropriate optimization rules and service objectives for a scenario |
| Topic 5: Managing Work Orders | 23% | - Given a scenario, configure work order processes, parameters, and field settings - Explain the work order lifecycle and applicable statuses - Apply the appropriate product and price book configurations for a scenario - Distinguish between work order line item types and their usage |
| Topic 6: 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 7: Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| Topic 8: 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 |
Salesforce Certified Field Service Consultant Sample Questions:
1. A Dispatcher at Universal Containers has just been informed that one of their field employees, who has five servicesschedules for today, called in sick. How should the workload be assigned to other Field Technicians?
A) Ask the Customer Service Rep to call the customers and manually re-schedule for another day.
B) Drag and drop the Service Appointments to other available Resources and run Optimization.
C) Change the Scheduling Policy to "High Intensity" and activate the Background Optimization process.
D) Update the Resource a not available, select the affected Service Appointments, and press "Schedule."
2. Universal Containers wants to make it easier for Managers to monitor Preventative Maintenance work orders using the Dispatcher Console.
Which two filtering options should managers use to find the appropriate work orders?
Choose ? answers
A) The Dispatcher Console Appointment list and filter the list to show only desired service appointments
B) The Dispatcher Work Order Polygon and filter the list to show only desired service appointments
C) The Preventative Maintenance Gantt and filter the list to show only desired work orders
D) The Dispatcher Console Map and filter the list to show onlydesired service appointments
3. Universal Containers has dispatchers who can set up new territories, define new schedule policies, and control settings on the Gantt chart.
In addition to Field Service Lightning Dispatcher Permissions and the Field Service Lightning Dispatcher License, which permissions should a Consultant assign to the dispatchers?
A) Field Service Lightning Standard Permissions
B) Field Service Lightning Admin Permissions
C) Field Service Lightning Scheduling License
D) Field Service Lightning Mobile License
4. Which object can be used to share Service Appointments with Service Resources in Salesforce Field Service?
A) Service Territory
B) Service Territory Member
C) User Territory
D) Work Order
5. A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.
Which two actions should NTO take to givethe dispatcher access to all relevant Midwest records? Choose 2 answers
A) Configure and run the User Territory Sharing Job in Field Service Settings.
B) Add the resources assigned to the Service Territory's Member related list.
C) Assign a new user territory and add each of the assigned service resources.
D) Create a new user territory associated with the Service Territory and dispatcher.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A,C | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A,D |
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