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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 2: Managing Scheduling and Dispatch | 28% | - Given a scenario, determine the appropriate dispatch and scheduling settings - Determine the appropriate optimization rules and service objectives for a scenario - Demonstrate how to use the dispatcher console - Explain the difference between global, local, and emergency scheduling - Explain the usage of complex work and work capacity |
| Topic 3: 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 |
| Topic 4: Asset and Maintenance Management | 5% | - Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup |
| Topic 5: 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 |
| Topic 6: 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 7: Field Service Mobile App | 10% | - Given a scenario, determine the appropriate configuration for the Field Service mobile app - Demonstrate how to configure offline data and push notifications - Explain how to use the Field Service mobile app to perform field service tasks |
| Topic 8: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
Universal Containers wants to increase customer satisfaction by committing preferred resources to accounts andProviding prompt service.
Which two default Scheduling Policies meet this requirement? Choose 2 answers
- A. Emergency Policy
- B. High Intensity
- C. Customer First
- D. Soft Boundaries
Correct Answer: C,D 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
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. Work Orders only
- C. Cases and Work Orders
- D. Cases Only
Correct Answer: C 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
One of Universal Containers's customers allows maintenance only between 12 PM 1:00 PM.
On which object should a Consultant set Operating Hours to meet this requirement?
- A. Service Territory Members
- B. Service Appointments
- C. Service Territories
- D. Accounts
Correct Answer: D 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
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 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
Northern Trail Outfitters (NTO) asks its clients for feedback on every service visit. NTO wants to dispatchThe appropriate Technicians based on customer feedback.
What are two ways the Consultant can meet this requirement? Choose 2 answers
- A. Configure and add excluded and required resource Work Rules to scheduling policies.
- B. Configure and add excluded and required resource business objectives to schedulingPolicies.
- C. Configure customer preferences on the Service Resource record.
- D. Configure resource preferences on the Account or Work Order.
Correct Answer: A,D 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
