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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Work Orders | 23% | - Given a scenario, configure work order processes, parameters, and field settings - Explain the work order lifecycle and applicable statuses - Apply the appropriate product and price book configurations for a scenario - Distinguish between work order line item types and their usage |
| Topic 2: Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| Topic 3: 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 4: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 5: 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 - Demonstrate how to use the dispatcher console - Explain the difference between global, local, and emergency scheduling - Given a scenario, determine the appropriate dispatch and scheduling settings |
| Topic 6: 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 |
| Topic 7: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 8: 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) |
Salesforce Certified Field Service Consultant Sample Questions:
1. Universal Containers typically performs installs, break-fix, and inspections for all clients. The Service Manager wants to create a template for common work requests. What should a Consultant implement to assist the dispatch team?
A) Work Order custom fields to define Install, Break-fix, and Inspections.
B) Work Order Record Types for Break-fix, Install, and Inspection.
C) Work Types and Skill Requirements for Install, Break-fix, and Inspections.
D) Work Type Line Items for Install, Break-fix, and Inspections.
2. A Technician at Universal Containers (UC) is responsible for servicing multiple Assets at a customer site during a single visit. UC wants to minimize impact for the customer and consolidate work for its Technician.
What should theConsultant recommend to meet this requirement?
A) Create designated Time Slots to ensure appropriate time is held to accommodate these types of visits.
B) Create a single Work Order with Work Order Line Items for each Asset, each with a Service Appointment.
C) Create and schedule independent Work Orders for each Asset, each with a Service Appointment.
D) Create and schedule a Service Appointment with a single Work Order with Work Order Line Items for each Asset.
3. A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.
Which two actions should NTO take to givethe dispatcher access to all relevant Midwest records? Choose 2 answers
A) Configure and run the User Territory Sharing Job in Field Service Settings.
B) Assign a new user territory and add each of the assigned service resources.
C) Add the resources assigned to the Service Territory's Member related list.
D) Create a new user territory associated with the Service Territory and dispatcher.
4. A Universal Containers customer is having issues with three containers at the customer's site. Each container is tracked as an Asset on the customer's Account.
Which two methods should the Consultant recommend to ensure the service associated with each container can be handled independently?
Choose 2 answers
A) Add each Asset to a separate Work Order. Create a Service Appointment for each Work Order.
B) Add each Asset to a separate Work Order Line Item. Create a Service Appointment for each Line Item.
C) Add each Asset to a separate child Work Order. Create a Service Appointment for the parent Work Order.
D) Add each Asset to a separate Work Order Line Item. Create a Service Appointment for the Work Order.
5. Universal Containers needs a team to perform periodic maintenance on the most complex products.
Which feature should the Consultant configure to meet this requirement?
A) Preferred Resource
B) Service Crew
C) Technicians with Required Skills
D) Required Resource
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A,D | Question # 4 Answer: A,B | Question # 5 Answer: B |





