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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| 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 |
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| 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 - Explain the work order lifecycle and applicable statuses - Given a scenario, configure work order processes, parameters, and field settings |
| 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 |
| Managing Resources | 16% | - Explain the relationships between service territories, operating hours, and shifts - Demonstrate how to use time off to manage resource availability - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) |
| Inventory and Order Management | 10% | - Distinguish between product items, product item transactions, and product requests - Explain the inventory and order management process - Given a scenario, determine the appropriate settings for product item tracking |
| Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
Northern Trail Outfitters (NTO) wants to track and report on individual tasksCompleted, including parts consumed and pricing details, as part of the Work OrderCompletion process. NTO wants to schedule one or multiple tasks to differentTechnicians as needed.
How should the Consultant meet the requirement utilizing the standard SalesforceField Service Data Model?
- A. Create multiple Service Appointments, each with its own child Work Order Line Item.
- B. Create Work Order Line Items, each with its own child Service Appointment.
- C. Create Custom Object records, each with its own child Service Appointment.
- D. Create multiple Service Appointments, each with its own child task records.
Correct Answer: B 🗳️
Explanation: Only visible for ActualVCE members. You can sign-up / login (it's free).
Customers report that installed products are failing more frequently than expected. After reviewing the data, Universal Containers has Determined that products start to fail 6 months after installation. What should a Consultant recommend to address this situation?
- A. Examine existing Work Orders for incomplete Line Items.
- B. Implement Consumed Products on Service Appointments.
- C. Launch a feedback survey to the customer base and follow-up on results.
- D. Establish a Maintenance Plan for the products.
Correct Answer: D 🗳️
Explanation: Only visible for ActualVCE members. You can sign-up / login (it's free).
Universal Containers (UC) wants to deploy Knowledge to its field team. How should UC ensure its Technicians can access Knowledge Articles offline?
- A. Use Work Types to assign associated Articles to Work Orders.
- B. Use the Salesforce mobile app with deep linking to the Salesforce Field Service mobile app.
- C. Create a custom mobile app that syncs articles based on Service Appointment assignments.
- D. Write a workflow that associates Articles to Work Orders based on a picklist on the Work Order.
Correct Answer: A 🗳️
Explanation: Only visible for ActualVCE members. You can sign-up / login (it's free).
AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the system administrator ensure that the technicians have the appropriate access to the service appointments dispatched to Them?
- A. Create a user territory for the technicians' primary and secondary territories.
- B. Configure a sharing rule to share dispatched service appointments with the assigned resource.
- C. Create a process to change the owner of the service appointment to the assigned technician.
- D. Enable the sharing features in the Field Service settings in the Setup menu.
Correct Answer: D 🗳️
Explanation: Only visible for ActualVCE members. You can sign-up / login (it's free).
Which configuration can Universal Containers use to brand the Salesforce Field Service mobile app?
- A. Company colors
- B. Company style sheets
- C. Company logo
- D. Company address
Correct Answer: A 🗳️
Explanation: Only visible for ActualVCE members. You can sign-up / login (it's free).
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