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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Managing Work Orders | 23% | - Manage work order lifecycle, line items, and milestones - Relate work orders, service appointments, and products - Configure work order processes, types, and parameters |
| Managing Scheduling and Optimization | 28% | - Set up operating hours and availability - Use dispatcher console and scheduling tools - Configure scheduling policies and optimization rules - Manage service appointment lifecycle and assignment |
| Managing Assets | 5% | - Maintain assets and asset relationships - Track asset history and maintenance |
| Permissions and Sharing | 5% | - Configure permission sets and access - Manage territory visibility and sharing rules |
| Managing Inventory | 8% | - Manage products, consumption, and returns - Select inventory and price book models |
| Managing Resources | 16% | - Set up and manage crews and resource types - Configure service territories and membership - Manage time sheets, operating hours, and skills - Understand license types and deployment |
| Configuring Mobility | 10% | - Distinguish mobile app capabilities - Enable mobile workflows and sign-off processes - Configure Field Service mobile app settings |
| Configuring Maintenance Plans | 5% | - Design and implement maintenance plans - Schedule recurring work |
Salesforce Certified Field Service Consultant Sample Questions:
Question 1
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. Entitlement
D. Contact
Question 2
Northern Trail Outfitters (NTO) wants to improve customer satisfaction by setting expectations around upcoming appointments.
When designing theCustomer Service Representative's user interface, in most cases, which two fields should be shared with the customer about an upcoming appointment?
Choose 2 answers
A. Arrival Window Start
B. Scheduled End
C. Scheduled Start
D. Arrival Window End
Question 3
The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed.
Which two configurations should a Consultant implement to prevent Work Orders from being closed?
Choose2 answers
A. Custom Work Order Escalation Rules
B. Custom Approval Process on Work Orders
C. Custom Validation Rule on Work Orders
D. Custom Work Order Status
Question 4
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. Create a new user territory associated with the Service Territory and dispatcher.
B. Assign a new user territory and add each of the assigned service resources.
C. Configure and run the User Territory Sharing Job in Field Service Settings.
D. Add the resources assigned to the Service Territory's Member related list.
Question 5
Universal Containers (UC) schedules jobs that require multiple steps when on-site. UC wants to add a new status to theexisting status flow.
Which two configurations should the Consultant set up to meet this requirement?
Choose ? answers
A. Add the Status Transitions to the Technicians' Profile.
B. Add new status to Status Transitions.
C. Add new Status to the Case.
D. Add new Status to the Service Appointment.
Solutions:
| Question 1 Answer: A | Question 2 Answer: A,D | Question 3 Answer: B,C | Question 4 Answer: A,C | Question 5 Answer: B,D |
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