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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 |
| 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 |
| Inventory and Order Management | 10% | - Given a scenario, determine the appropriate settings for product item tracking - Distinguish between product items, product item transactions, and product requests - Explain the inventory and order management process |
| Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Managing Work Orders | 23% | - 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 - Apply the appropriate product and price book configurations for a scenario |
| Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Managing Resources | 16% | - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Explain the relationships between service territories, operating hours, and shifts - Demonstrate how to use time off to manage resource availability |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
AW Computing uses a private record access model in the sales, support, and field service organizations.
How should the system administrator ensure that the technicians have the appropriate access to the service appointments dispatched to Them?
- A. Configure a sharing rule to share dispatched service appointments with the assigned resource.
- B. Create a user territory for the technicians' primary and secondary territories.
- C. Create a process to change the owner of the service appointment to the assigned technician.
- D. Enable the sharing features in the Field Service settings in the Setup menu.
Correct Answer: D 🗳️
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Universal Containers (UC) is rolling out Inventory Management to better Manage parts and inventory. UC wants to automatically associate certain parts and Products to Work Orders upon creation based on the work to be performed.
How should the Consultant meet this requirement?
- A. Add Products to the Products Required Related List on the Work Type object.
- B. Add Products to the Work Order Products Related List on the Work Type object.
- C. Add Products to the Work Order Products Related List on the Asset object.
- D. Add Products to the Products Required Related List on the Asset object.
Correct Answer: A 🗳️
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Universal Containers needs to send Technicians into the field to service containers. It takes two Technicians with specialized Skills to complete the work at the same time. How should a Consultant implement this requirement?
- A. Create a work rule with two required skills.
- B. Create a single Service Appointment.
- C. Create a crew with two Technicians.
- D. Create two Service Crews.
Correct Answer: C 🗳️
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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. An Entitlement Process must be applied to both Cases and Work Orders.
- B. A single Milestone can be added to both Case and Work Order EntitlementProcesses.
- 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 new Entitlement Process requires selecting a single Entitlement Process Type.
Correct Answer: B,D,E 🗳️
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Universal Containers outsources 100 hours of weekly maintenance to anExternal Contractor. Jobs are assigned to a Contractor Manager instead of individualExternal technicians. The Contractor Manager is in charge of updating Service Appointments and Work Orders upon completion.
How should a Consultant implement the requirement?
- A. Set the Contractor Manager as a Capacity-Based Service Resource.
- B. Create the Contractor Manager as a Crew Service Resource.
- C. Set the individual Technicians as Capacity-Based Service Resources.
- D. Create the individual Technicians as Service Crew Members.
Correct Answer: A 🗳️
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