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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 Work Orders	23%	- Distinguish between work order line item types and their usage - Given a scenario, configure work order processes, parameters, and field settings - Apply the appropriate product and price book configurations for a scenario - Explain the work order lifecycle and applicable statuses
Topic 3: Field Service Intelligence	3%	- Explain how Field Service Intelligence (FSI) dashboards are used
Topic 4: Managing Scheduling and Dispatch	28%	- Explain the usage of complex work and work capacity - Demonstrate how to use the dispatcher console - Determine the appropriate optimization rules and service objectives for a scenario - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the difference between global, local, and emergency scheduling
Topic 5: Inventory and Order Management	10%	- Explain the inventory and order management process - Given a scenario, determine the appropriate settings for product item tracking - Distinguish between product items, product item transactions, and product requests
Topic 6: Managing Resources	16%	- Explain the relationships between service territories, operating hours, and shifts - Given a scenario, determine the appropriate resource type (e.g., crews, technicians) - Demonstrate how to use time off to manage resource availability
Topic 7: 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 8: Asset and Maintenance Management	5%	- Explain how maintenance plans and maintenance rules are used - Given a scenario, determine the appropriate asset management setup

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Salesforce Certified Field Service Consultant FS-Con-101 Prüfungsfragen mit Lösungen (Q50-Q55):

50. Frage
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 a single Work Order with Work Order Line Items for each Asset, each with a Service Appointment.
B. Create designated Time Slots to ensure appropriate time is held to accommodate these types of visits.
C. Create and schedule a Service Appointment with a single Work Order with Work Order Line Items for each Asset.
D. Create and schedule independent Work Orders for each Asset, each with a Service Appointment.

Antwort: C

Begründung:
A Service Appointment with a single Work Order with Work Order Line Items for each Asset allows servicing multiple Assets at a customer site during a single visit with minimal impact for the customer and consolidated work for the Technician[28. Creating and scheduling independent Work Orders for each Asset, each with a Service Appointment, would create unnecessary complexity and duplication. Creating designated Time Slots to ensure appropriate time is held to accommodate these types of visits would not address the requirement of servicing multiple Assets. Creating a single Work Order with Work Order Line Items for each Asset, each with a Service Appointment, would create redundant service appointments for the same visit.
References: https://help.salesforce.com/s/articleView?id=sf.fs_service_appointments.htm&type=5 https://help.
salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5https://help.salesforce.com/s/articleView?
id=sf.fs_work_order_line_items.htm&type=5

51. Frage
Universal Containers provides prompt service and has multiple service levels for different customers. Over
50% of Service Appointments are created on the same day that they need to be completed. As a result, a Technician's daily schedule can change multiple times throughout the day.
Which method of dispatching should a Consultant recommend implementing?

A. Automatically Dispatch Service Appointments using Drip Feed.
B. Automatically change the status to Dispatched of all Service Appointments.
C. Automatically schedule unscheduled services to available Resources.
D. Automatically change the schedule policy.

Antwort: A

Begründung:
Drip feed is a feature that automatically dispatches service appointments to resources based on predefined criteria and time intervals. By using dripfeed, the system can handle same-day service appointments and adjust the technician's schedule accordingly.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_drip_feed.htm&type=5

52. Frage
Universal Containers wants their Technicians to create an additional visit to complete unfinished work within the Salesforce Field Service mobile application.
Which approach should a Consultant recommend to meet the requirement?

A. Define a Quick Action that creates a new Service Appointment record.
B. Define a Visualforce page that creates a newService Appointment record.
C. Define a Quick Action that creates a new Work Order record.
D. Define a Visualforce page that creates a new Work Order record.

Antwort: C

Begründung:
Soft Boundariesand Customer First are two default scheduling policies that meet the requirement of committing preferred resources to accounts and providing prompt service. Soft Boundaries prioritize resources that are assigned to the same account or service territory asthe service appointment. Customer First prioritize resources that have the highest customer satisfaction rating.
References: https://help.salesforce.com/s/articleView?id=sf.fsl_scheduling_policies.htm&type=5

53. Frage
Northern Trail Outfitters (NTO) wants to track and report on individual tasks completed, including parts consumed and pricing details, as part of theWork Order completion process. NTO wants to schedule one or multiple tasks to different Technicians as needed.
How should the Consultant meet the requirement utilizing
the standard Salesforce Field Service Data Model?

A. Create Work Order Line Items, each with its ownchild Service Appointment.
B. Create multiple Service Appointments, each with its own child Work Order Line Item.
C. Create multiple Service Appointments, each with its own child task records.
D. Create Custom Object records, eachwith its own child Service Appointment.

Antwort: A

Begründung:
This option allows tracking individual tasks completed as work order line items, including parts consumed and pricing details, and scheduling one or multiple tasks to different technicians as needed using service appointments. References:https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.
htm&type=5

54. Frage
Universal Containers wants to limit their Technicians' view of Work Orders and Service Appointments in the SalesforceField Service mobile app.
What should a Consultant recommend to control their Technicians' view?

A. Field Sets
B. Mini-Page Layouts
C. Page Layouts
D. Visualforce Pages

Antwort: A

Begründung:
Field Sets allow controlling which fields are displayed on the Work Orderand Service Appointment cards in the Salesforce Field Service mobile app. References:https://help.salesforce.com/s/articleView?id=sf.
fs_mobile_fields.htm&type=5

55. Frage
......

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