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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| 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 |
| Managing Scheduling and Dispatch | 28% | - Determine the appropriate optimization rules and service objectives for a scenario - 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 |
| Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| 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 |
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Managing Work Orders | 23% | - Apply the appropriate product and price book configurations for a scenario - Distinguish between work order line item types and their usage - Given a scenario, configure work order processes, parameters, and field settings - Explain the work order lifecycle and applicable statuses |
| 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) |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
Universal Containers has discovered that many of its Technicians' initial visits require a return visit to complete the work. Which two approaches should a Consultant recommend to accurately track these visits?
Choose 2 answers
- A. Reschedule the Work Order for the new date.
- B. Create a new Work Order and Service Appointment.
- C. Reschedule the Service Appointment for the new date.
- D. Create a new Service Appointment on the original Work Order.
Correct Answer: B,D 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
Ursa Major Solar would like the technician who performed a customer's initial installation to also perform anySubsequent service calls.Which two actions should the field service administrator take to configure field service to ensure the installation Technician is assigned to subsequent service calls? Choose 2 answers
- A. Add the technician as the required resource on the service appointment.
- B. Add the preferred resource service objective to the scheduling policy.
- C. Create a child work order for maintenance on the original installation work order.
- D. Add the technician as a preferred resource on the account record.
Correct Answer: B,D 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
A Universal Containers (UC) Technician arrived onsite for an appointment, but the customer was unavailable and wants to reschedule the Service. UC wants to track these customer no-show events for future process improvement. What process should a Consultant recommend to handle this situation?
- A. Set the existing Service Appointment status to Complete. Create a new Work Type and Service Appointment for the follow-up trip.
- B. Set the existing Service Appointment status to Cannot Complete. Create a new Service Appointment against the same Work Order for the follow-up trip.
- C. Set the existing Service Appointment status to In Progress. Create a new Service Appointment against the same Work Order for the follow-up trip.
- D. Set the existing Service Appointment status to In Progress. Create a new Work Order and Service Appointment for the follow-up trip.
Correct Answer: B 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
Universal Containers sells widgets with multiple components. Based on aProblem 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 Work Order Line Items
- C. Work Orders with Products Consumed
- D. Service Appointments and Service Appointment Line Items
Correct Answer: B 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
Universal Containers wants to dispatch emergency work identifiedThroughout the day that needs to be completed before lower-priority work.
What should the Consultant recommend to meet this requirement?
- A. Create a custom Gantt action to call an Apex class to reschedule appointments.
- B. Apply the Reshuffle action within the Gantt.
- C. Write a batch Apex class to unschedule low priority work orders.
- D. Define a Global Optimization job to run hourly.
Correct Answer: B 🗳️
Explanation: Only visible for TestPassed members. You can sign-up / login (it's free).
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