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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Managing Resources | 16% | - Understand license types and deployment - Configure service territories and membership - Set up and manage crews and resource types - Manage time sheets, operating hours, and skills |
| Permissions and Sharing | 5% | - Configure permission sets and access - Manage territory visibility and sharing rules |
| Managing Assets | 5% | - Track asset history and maintenance - Maintain assets and asset relationships |
| Managing Inventory | 8% | - Manage products, consumption, and returns - Select inventory and price book models |
| 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 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 |
| Configuring Maintenance Plans | 5% | - Design and implement maintenance plans - Schedule recurring work |
| Configuring Mobility | 10% | - Distinguish mobile app capabilities - Enable mobile workflows and sign-off processes - Configure Field Service mobile app settings |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
Question #1
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. Add one hour to the start and end times on the Service Territory.
B. Change the time zone on the Service Territory Member's user record to match the Service Territory's time zone.
C. Subtract one hour from the start and end times on the Service Territory.
D. Add one hour to the start and end times on the Service Territory Member's Operating Hours.
Question #2
Universal Containers needs to track technical phone support and onsite work associated with an inbound contact center request. How should a Consultant recommend tracking the work?
A. Parent/Child Work Orders
B. Cases and Work Orders
C. Cases Only
D. Work Orders only
Question #3
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. Define Skills, Set up Skill Requirements, Set up Resource Skills
B. Set up Service Locations, Set up Location Skills, Define Work Types
C. Define Work Types, Define Work Order Status, Set up Resource Skills
D. Set up Skill Requirements, Define Work Types, Set up Routing Rules
Question #4
A customer support agent handles an in-bound case that requires a repair of An industrial oven at a busy restaurant. The work should be assigned to a repair Technician in the area, even if the Technician is currently working on another Assignment.
Which Scheduling Action should the Consultant recommend to the customer support Agent?
A. Fill-in Schedule
B. Emergency
C. Get Candidates
D. Appointment Booking
Question #5
Universal Containers wants to ensure that inventory needed for repair jobs is tracked and managed so Technicians have the material for their jobs. What are two ways a Consultant should track these inventory requirements in Salesforce? Choose 2 answers
A. Products Required for Service Resources
B. Products Required for Work Order Line Items
C. Products Required for Work Orders
D. Products Required for Service Appointments
Solutions:
| Question #1 Correct Answer: D | Question #2 Correct Answer: B | Question #3 Correct Answer: A | Question #4 Correct Answer: B | Question #5 Correct Answer: B,C |
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