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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Field Service Mobile App | 10% | - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Demonstrate how to configure offline data and push notifications - Explain how to use the Field Service mobile app to perform field service tasks |
| Topic 2: Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| Topic 3: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 4: Managing Work Orders | 23% | - 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 - Distinguish between work order line item types and their usage |
| Topic 5: Inventory and Order Management | 10% | - Given a scenario, determine the appropriate settings for product item tracking - Explain the inventory and order management process - Distinguish between product items, product item transactions, and product requests |
| Topic 6: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 7: Managing Scheduling and Dispatch | 28% | - 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 - Determine the appropriate optimization rules and service objectives for a scenario |
| Topic 8: Managing Resources | 16% | - Explain the relationships between service territories, operating hours, and shifts - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Demonstrate how to use time off to manage resource availability |
Salesforce Certified Field Service Consultant Sample Questions:
1. When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there areno milestones listed when viewing the record.
How should this issue be resolved?
A) Create a separate entitlement process associated to the work order object.
B) Ensure the work order entitlement is related to the same process as the case entitlement.
C) Add work order milestones after the case milestones to the entitlement process.
D) Make sure the case entitlement record is being shared with the service resource.
2. Time sheet entries can be associated to which two objects? Choose 2 answer
A) assigned resources
B) Service resource
C) Work order line item
D) Work order
3. Northern Trail Outfitters is implementing drip feed dispatching. When testing the new functionality, the drip does not dispatch appointments as expected. A consultant is engaged to troubleshoot theissue.
What is preventing the drip feed from triggering?
A) The default drip feed setting is overriding the drip feed rate on a service territory.
B) The appointment status is going from Scheduled to Completed.
C) The status on completed appointments can only be Canceled, Completed, or Cannot Complete.
D) Other scheduled jobs are dispatching appointments and exceeding the drip feed value.
4. Technicians at Universal Containers use the Salesforce Field Service mobile app at customer sites. After completing work, the Technician updates the ServiceAppointment status to Complete and saves the record.
Dispatchers see the appointment as Dispatched on the console instead of seeing the Complete status update.
Which two troubleshooting steps should a Consultant take to resolve the issue?
Choose 2 answers
A) Confirm the Technician's mobile device is online.
B) Investigate the Work Order lifecycle.
C) Review Service Appointment automation.
D) Verify the Dispatcher ran the Service Appointment data job.
5. At Universal Containers, the Service Territory member's time zone is one hour behind the Service Territory time zone.
How should the Consultant ensure proper scheduling and optimization for the member?
A) Subtract one hour from the start and end times on the Service Territory.
B) Add one hour to the start and end times on the Service Territory Member's Operating Hours.
C) Change the time zone on the Service Territory Member's user record to match the Service Territory's time zone.
D) Add one hour to the start and end times on the Service Territory.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C,D | Question # 3 Answer: D | Question # 4 Answer: A,C | Question # 5 Answer: B |
