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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 |
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Inventory and Order Management | 10% | - Explain the inventory and order management process - Distinguish between product items, product item transactions, and product requests - Given a scenario, determine the appropriate settings for product item tracking |
| 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 |
| Managing Scheduling and Dispatch | 28% | - 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 - Demonstrate how to use the dispatcher console - Determine the appropriate optimization rules and service objectives for a scenario |
| Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| 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 |
| 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 |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work.
Contractor 1 has provided Services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2. How should the Consultant configure the Contractors' experience?
- A. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
- B. Assign Contractor 2 as an Excluded Resource.
- C. Assign Contractor 1 as a Preferred Resource.
- D. Assign Contractor 1 and 2 different capacities for repair work.
Correct Answer: A 🗳️
Explanation: Only visible for PracticeVCE members. You can sign-up / login (it's free).
One of Universal Containers' customers reported that the Technician sent to their site left without cleaning up the work areaAfterward. How can Universal Containers ensure that a different Technician is assigned all future work for that Customer?
- A. Assign the Technician to a new Service Territory.
- B. Create a new Work Order Validation Rule.
- C. Create an Excluded Resource for the Account.
- D. Remove the Technician as a Preferred Resource.
Correct Answer: C 🗳️
Explanation: Only visible for PracticeVCE members. You can sign-up / login (it's free).
Universal Containers wants its Technicians to follow a Standard Operating Procedure (SOP) while performing preventativeMaintenance on an individual Asset. Each operation should be captured independently, to allow Technicians to enter notes and updateStatuses as they progress with the work.
Preventative maintenance should be completed within a single visit. Which data model should the Consultant recommend to Universal Containers?
- A. Work Order Line Items to represent the different operations.Service Appointment to represent the visit.
- B. Work Order to represent the preventative maintenance on the Asset.Service Appointments to represent the different operations.Work Order Line Item to represent the visit.
- C. Work Order Line Items to represent the different operations.Work Order to represent the visit.mWork Order to represent the preventative maintenance on the Asset.
- D. Work Order Line Item to represent the preventative maintenance on the Asset. Work Orders to represent the different operations.Service Appointment to represent the visit.Service Appointment to represent the preventative maintenance on the Asset.
Correct Answer: A 🗳️
Explanation: Only visible for PracticeVCE members. You can sign-up / login (it's free).
A customer support agent handles an in-bound case that requires a repair of an industrial oven at a busy restaurant. The workShould be assigned to a repair Technician in the area, even if the Technician is currently working on another assignment. Which Scheduling Action should the Consultant recommend to the customer support agent?
- A. A Emergency
- B. Fill-In Schedule
- C. Get Candidates
- D. Appointment Booking
Correct Answer: A 🗳️
Explanation: Only visible for PracticeVCE 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 PracticeVCE members. You can sign-up / login (it's free).
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