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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Managing Scheduling and Optimization | 28% | - Set up operating hours and availability - Manage service appointment lifecycle and assignment - Configure scheduling policies and optimization rules - Use dispatcher console and scheduling tools |
| Managing Assets | 5% | - Maintain assets and asset relationships - Track asset history and maintenance |
| Configuring Mobility | 10% | - Configure Field Service mobile app settings - Distinguish mobile app capabilities - Enable mobile workflows and sign-off processes |
| Managing Inventory | 8% | - Manage products, consumption, and returns - Select inventory and price book models |
| Configuring Maintenance Plans | 5% | - Design and implement maintenance plans - Schedule recurring work |
| Permissions and Sharing | 5% | - Manage territory visibility and sharing rules - Configure permission sets and access |
| Managing Work Orders | 23% | - Relate work orders, service appointments, and products - Manage work order lifecycle, line items, and milestones - Configure work order processes, types, and parameters |
| Managing Resources | 16% | - Configure service territories and membership - Set up and manage crews and resource types - Understand license types and deployment - Manage time sheets, operating hours, and skills |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
Ursa Major Solar (UMS) is switching from the imperial system to the metric system. Now, instead of measuring cables used in solar Installations in feet, UMS needs to use meters. How should the system administrator change the configuration so technicians can track the amount of cable used on installation work in Meters?
- A. Update the locale settings in the organizational detail section of the company Information.
- B. Update the quantity unit of measure picklist values on either the product or the product item object.
- C. Update the unit of measure picklist values on both the product and product item objects.
- D. Update the unit of measure picklist values on the price book object.
Correct Answer: B 🗳️
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Dispatchers at Universal Containers want to ensure resources assigned to a Work Order have the appropriate level of expertise.
What should a Consultant implement to accomplish this requirement?
- A. Set up Skill Requirements, Define Work Types, Set up Routing Rules
- B. Set up Service Locations, Set up Location Skills, Define Work Types
- C. Define Skills, Set up Skill Requirements, Set up Resource Skills
- D. Define Work Types, Define Work Order Status, Set up Resource Skills
Correct Answer: C 🗳️
Universal Containers performs maintenance and repairs on Assets in the field and Wants to increase first-time fix rates.
What should a Consultant include when creating a Work Order?
- A. Products Required and Estimated Duration
- B. Products Required and Skill Requirements
- C. Skill Requirements and Products Consumed
- D. Estimated Duration and Service Level Agreement
Correct Answer: B 🗳️
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Universal Containers wants service managers to quickly identify location and status changes in the lifecycle of a specific component in a Customer's install base. What should a Consultant utilize to track the lifecycle?
- A. Custom fields for change tracking on Assets
- B. Field History Tracking on Assets
- C. A Product related list on Assets
- D. A Work Order related list on Assets
Correct Answer: B 🗳️
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Optimization for the Midwest territory is set to automatically run each night for the next three days. The Dispatcher has noticed that the optimizer is leaving many Service Appointments unscheduled and has asked the Consultant to troubleshoot the issue. The Consultant notices that the Optimization Run Time per Service Appointment is set to Low in the Field Service Settings.
Which two conditions would make the Consultant consider setting the optimizer to High? Choose 2 answers
- A. The Scheduling Policy Used field is blank.
- B. The Calculate travel and breaks Field Service Setting is disabled for the Service Resource Availability work rule.
- C. The scheduling policy is producing too many candidates that qualify for each Service Appointment.
- D. Most service appointments have the same priority.
Correct Answer: C,D 🗳️
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