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Salesforce FS-Con-101 Exam Syllabus Topics:
Section
Weight
Objectives
Topic 1: Field Service Mobile App
10%
- Explain how to use the Field Service mobile app to perform field service tasks
- Demonstrate how to configure offline data and push notifications
- Given a scenario, determine the appropriate configuration for the Field Service mobile app
Topic 2: Field Service Intelligence
3%
- Explain how Field Service Intelligence (FSI) dashboards are used
Topic 3: Managing Work Orders
23%
- Distinguish between work order line item types and their usage
- Apply the appropriate product and price book configurations for a scenario
- Given a scenario, configure work order processes, parameters, and field settings
- Explain the work order lifecycle and applicable statuses
Topic 4: 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
Topic 5: Managing Scheduling and Dispatch
28%
- Determine the appropriate optimization rules and service objectives for a scenario
- Demonstrate how to use the dispatcher console
- Given a scenario, determine the appropriate dispatch and scheduling settings
- Explain the usage of complex work and work capacity
- Explain the difference between global, local, and emergency scheduling
Topic 6: Inventory and Order Management
10%
- Given a scenario, determine the appropriate settings for product item tracking
- Explain the inventory and order management process
- Distinguish between product items, product item transactions, and product requests
Topic 7: Quoting and Pricing
5%
- Given a scenario, determine the appropriate settings for quoting and pricing
Topic 8: 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:
A Dispatcher needs to reduce the backlog of Service Appointments inDifferent territories and focus on individual customer service preferences. Which Scheduling Policy should the Dispatcher use?
Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).
Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders. Which three considerations should the Consultant take into account? Choose 3 answers
A. A new Entitlement Process requires selecting a single Entitlement Process Type.
B. An Entitlement Process must be applied to both Cases and Work Orders.
C. Milestones for Work Orders can be set up from the metadata API.
D. Milestones for Work Orders can be configured in Setup.
E. A single Milestone can be added to both Case and Work Order EntitlementProcesses.
Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).
At Universal Containers, the Service Territory member's time zone is one Hour behind the Service Territory time zone. How should the Consultant ensure proper scheduling and optimization for the Member?
A. Subtract one hour from the start and end times on the Service Territory.
B. Add one hour to the start and end times on the Service Territory Member's Operating Hours.
C. Add one hour to the start and end times on the Service Territory.
D. Change the time zone on the Service Territory Member's user record to match the Service Territory's Time zone.
Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).
Approximately 70% of Universal Containers's site visits are inspections and quotationSessions that take roughly the same amount of time and set of resource skills to Complete. What should a Consultant recommend to streamline the creation of these Work Orders?
A. Create a child Work Order for each similar site visit.
B. Create Work Types for use on Work Orders.
C. Create a standard set of Work Order Line Items.
Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).
discussion
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