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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Inventory and Order Management | 10% | - Given a scenario, determine the appropriate settings for product item tracking - Distinguish between product items, product item transactions, and product requests - Explain the inventory and order management process |
| Topic 2: Managing Work Orders | 23% | - Given a scenario, configure work order processes, parameters, and field settings - Distinguish between work order line item types and their usage - Explain the work order lifecycle and applicable statuses - Apply the appropriate product and price book configurations for a scenario |
| Topic 3: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 4: Managing Scheduling and Dispatch | 28% | - Explain the usage of complex work and work capacity - 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 - Given a scenario, determine the appropriate dispatch and scheduling settings |
| Topic 5: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 6: 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 |
| Topic 7: 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 8: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
Salesforce Certified Field Service Consultant Sample Questions:
1. Universal Containers needs to send Technicians into the field to service containers. It takes two Technicians with specialized skills to complete the work at the same time.
How should a Consultant implement this requirement?
A) Create two Service Crews.
B) Create a crew with two Technicians.
C) Create a work rule with two required skills.
D) Create a single Service Appointment.
2. Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a Contractor Manager instead of individual external technicians. The Contractor Manager is incharge of updating Service Appointments and Work Orders upon completion.
How should a Consultant implement the requirement?
A) Set the Contractor Manager as a Capacity-Based Service Resource.
B) Create the individual Technicians as Service Crew Members.
C) Set the individual Technicians as Capacity-Based Service Resources.
D) Create the Contractor Manager as a Crew Service Resource.
3. Universal Containers sells widgets with multiple components. Based on a problem reported by a customer, one or more of the components need to be replaced.
What should a Consultant recommend to accurately record the required work?
A) Work Orders with Service Appointments
B) Work Orders with Products Consumed
C) Service Appointments and Service Appointment Line Items
D) Work Orders with Work Order Line Items
4. An extreme weather situation impacted both the volume of open work and the number of available resources at Universal Containers.
Which approach should a Consultant recommend to realign available resources with open work?
A) Resource Schedule Optimization
B) Customer First scheduling
C) Emergency scheduling
D) Global optimization
5. Universal Containers currently tracks itscustomers' entitlements to support utilizing Salesforce Service Cloud.
Service calls that require a Technician to go to the customer's location require the creation of a Work Order.
Once the Agent confirms that the customer and product are eligible for on-site support, a Work Order is manually created.
On which object should the Consultant define a Quick Action to create the Work Order?
A) Case
B) Opportunity
C) Contact
D) Entitlement
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: A |
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