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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 |
| Managing Work Orders | 23% | - Apply the appropriate product and price book configurations for a scenario - Explain the work order lifecycle and applicable statuses - Given a scenario, configure work order processes, parameters, and field settings - Distinguish between work order line item types and their usage |
| 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 |
| Field Service Mobile App | 10% | - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Explain how to use the Field Service mobile app to perform field service tasks - Demonstrate how to configure offline data and push notifications |
| Managing Resources | 16% | - Explain the relationships between service territories, operating hours, and shifts - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Demonstrate how to use time off to manage resource availability |
| Managing Scheduling and Dispatch | 28% | - 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 - 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 |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
Org-Wide Default sharing is set to Private in a Salesforce org.If the Field Service User Territory feature is enabled, which three objects will be visible to users who are part of the User Territory? Choose 3 answers
- A. Work Types
- B. Accounts
- C. Resource Absences
- D. Work Orders
- E. Service Resources
Correct Answer: C,D,E 🗳️
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Universal Containers tracks customer issues in its call center. Sometimes a Technician Is required at the customer's location to resolve the issue.
Which sequence of steps should a Consultant recommend to dispatch the Technician?
- A. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
- B. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
- C. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
- D. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
Correct Answer: D 🗳️
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Universal Containers wants to track the time a Service Resource spends on each step of more complex repair jobs. This time Could include travel, prep and on-site time. How could the Service Resource's Time Sheet be configured to track the total time spent on each step?
- A. Relate the Time Sheet Entries to the Service Appointment.
- B. Relate the Time Sheet to the Service Appointment.
- C. Relate the Time Sheet to the Work Order Line Item.
- D. Relate the Time Sheet Entries to the Work Order Line Item.
Correct Answer: D 🗳️
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In which two scenarios should a Consultant recommend Multi-Day Service Appointments? Choose 2 answers
- A. Jobs can take longer than the available resource ' s hours in a day.
- B. Jobs need to be performed at the same site on the same day of the week.
- C. Jobs require consecutive days of work and can span over weekends.
- D. Jobs require multiple stages of work performed by different resources.
Correct Answer: A,C 🗳️
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What is the relationship between products consumed and price books?
- A. The work type is used to pull products consumed from multiple price books.
- B. The consumed product is associated with the price book on the work order line item.
- C. The price book related list on the work order is used to add products consumed.
- D. Consuming a product item auto-populates the price book entry from the work order's price book.
Correct Answer: D 🗳️
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