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Salesforce FS-Con-101 Exam Syllabus Topics:

Section	Objectives
Work Order Management	- Work order creation and lifecycle 1. Work order execution and closure 2. Work order types and configuration
Reporting and Optimization	- Analytics and performance tracking 1. Operational reporting and dashboards 2. Key field service metrics
Mobile Workforce Management	- Salesforce Field Service Mobile App 1. Technician job execution workflows 2. Offline capabilities and updates
Scheduling and Dispatch	- Scheduling optimization 1. Dispatcher Console usage 2. Service resource allocation - Scheduling policies and constraints 1. Skills-based scheduling 2. Territory and capacity management
Configuration and Implementation	- Field Service setup and configuration 1. Service resources and crews setup 2. Service territories and operating hours
Field Service Fundamentals	- Field service business processes and use cases 1. Service lifecycle in field operations 2. Work order and service appointment concepts

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Salesforce Certified Field Service Consultant Sample Questions (Q147-Q152):

NEW QUESTION # 147
Universal Containers wants to implement Service LevelAgreements (SLA) for Work Orders.
Which three considerations should the Consultant take into account?
Choose 3 answers

A. A single Milestone can be added to both Case and Work Order Entitlement Processes.
B. An Entitlement Process must be applied to both Cases and Work Orders.
C. Milestones for Work Orders can be configured in Setup.
D. Milestones for Work Orders can be set up from the metadata API.
E. A new Entitlement Process requires selecting a single Entitlement Process Type.

Answer: C,D,E

Explanation:
These three considerations should be taken into account when implementing service level agreements for work orders, as they affect how milestones are created and applied to work orders. References:https://help.
salesforce.com/s/articleView?id=sf.fs_milestones_for_work_orders_overview.htm&type=5

NEW QUESTION # 148
Universal Containers outsources 100 hours of weekly maintenance to an external Contractor. Jobs are assigned to a Contractor Manager instead of individual external technicians. The Contractor Manager is incharge 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. Create the individual Technicians as Service Crew Members.
D. Set the individual Technicians as Capacity-Based Service Resources.

Answer: A

Explanation:
Capacity-Based Service Resources are service resources that have a limited number of hours available for work per day or week[150]. Setting the Contractor Manager as a Capacity-BasedService Resource would allow Universal Containers to outsource 100 hours of weekly maintenance to an external Contractor by setting up criteria such as capacity hours per week equals 100 and capacity type equals weekly[151]. Creating the individual Technicians as Service Crew Members would not work because Service Crew Members are service resources that belong to a crew and share the same service appointments[152]. Setting the individual Technicians as Capacity-Based Service Resources would not work because Universal Containers does not have visibility into the individual external technicians. Creating the Contractor Manager as a Crew Service Resource would not work because Crew Service Resources are service resources that act as leaders or managers of a crew and can assign crew members to service appointments[153]. References: https://help.
salesforce.com/s/articleView?id=sf.fs_service_resources_capacity_based.htm&type=5 https://help.salesforce.
com/s/articleView?id=sf.fs_service_resources_capacity_based_create_edit.htm&type=5 https://help.
salesforce.com/s/articleView?id=sf.fs_service_crews_overview.htm&type=5https://help.salesforce.com/s
/articleView?id=sf.fs_service_crews_create_edit_delete.htm&type=5

NEW QUESTION # 149
Universal Containers (UC) wants to ensure that Technicians enter required information only once when completing Work Orders on the Salesforce Field Service mobile app. The information entered by Technicians needs toalso update the Service Appointment and the Case that are associated to the Work Order.
What should a Consultant leverage to ensure the right data is captured fram the Salesforce Field Service mobile app?

A. Lightning Component with required fields to update the Case, Work Order and Service Appointment.
B. Process Builder on Case to update the Service Appointment and Work Order.
C. Quick Actions that launcha Flaw on Cases, WorkOrders and Service Appointments with required fields.
D. oO Quick Action on the Work Order that launches a Flow to update the Work Order, Case, and Service Appointment.

Answer: D

Explanation:
This option allows capturing the required information on the work order and updating the related case and service appointment records using a flow. References:https://help.salesforce.com/s/articleView?id=sf.
fs_mobile_quick_actions.htm&type=5

NEW QUESTION # 150
Universal Containers wants Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app.
Which configuration steps should 8 Conzultant take to meet this requirement?

A. Create a custom Lightning Component that displays Work Order progress and deployit to Technicians through the Salesforce Field Service mobile app.
B. Create a custom Visuaiforce page and add an extemal link in the Salesforce Field Service mobile app to view the page in the mobile browser.
C. Add the Work Order Line Items related list to the Work Order page layout and assign the layout to the Technician's profile.
D. Create a Report Chart that summarizes wk Order Line Items andadd 2 link to the Service Appointment layout.

Answer: A

Explanation:
Lightning Components are reusable units of user interface that can be customized and embedded in different pages or apps[180]. Work Order Line Items are records that track specific tasks or products related to a work order[181]. Creating a custom Lightning Component that displays Work Order progress and deploying it to Technicians through the Salesforce Field Service mobile app would allow Universal Containers' Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app by creating a component that shows the status or completion percentage of work order line items and adding it to the work order line item card layout in the mobile app settings[182]. Creating a custom Visualforce page and adding an external link in the Salesforce Field Service mobile app to view the page in the mobile browser would not allow Technicians to view work progress through the Work Order Line Item cardin the Salesforce Field Service mobile app. Visualforce pages are web pages that can display custom user interface using HTML, CSS, JavaScript, and Apex[183]. Creating a Report Chart that summarizes Work Order Line Items and adding a link to the Service Appointment layout would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Report Charts are visual representations of report data that can be added to different pages or layouts[184]. Adding the Work Order Line Items related list to the Work Order page layout and assigning the layout to the Technician's profile would not allow Technicians to view work progress through the Work Order Line Item card in the Salesforce Field Service mobile app. Related lists are lists of records that are directly related to another record and can be added to different page layouts[185]. References: https://developer.salesforce.com/docs/component-library
/overview/components https://help.salesforce.com/s/articleView?id=sf.fs_work_order_line_items.
htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_mobile_custom_cards_overview.htm&type=5
https://developer.salesforce.com/docs/atlas.en-us.pages.meta/pages/pages_intro_what_is_it.htm https://help.
salesforce.com/s/articleView?id=sf.reports_charts_adding_to_layouts.htm&type=5https://help.salesforce.com
/s/articleView?id=sf.customize_related_lists.htm&type=5

NEW QUESTION # 151
Universal containers plans to deploy field service lightning to 100 external contractors. There are 75 contractors who need access to work Orders assets mobile app, and chatter. the remaining 25 contractors are paid a commission on sales of containers and need to schedule resources.
Which license types and quantities should the consultant recommend?

A. 25 contractors100 contractors
B. 100 contractors100 contractors
C. 25 contractors75 contractors25 contractors

Answer: C

Explanation:
Contractors are external users who can access Field Service features such as work orders, service appointments, assets, products consumed, etc... There are two types of contractor licenses available:
Contractor (Full Access) and Contractor (Limited Access). Contractor (Full Access) licenses allow users to access all Field Service features except scheduling optimization. Contractor (Limited Access) licenses allow users to access only work orders assigned to them or their crew members via mobile appor web browser[22.
Universal Containers should deploy 25 Contractor (Full Access) licenses to contractors who need to schedule resources and 75 Contractor (Limited Access) licenses to contractors who need access to work orders, assets, mobile app, and chatter. References: https://help.salesforce.com/s/articleView?id=sf.
field_service_contractors_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
field_service_contractors_license_types.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.
field_service_contractors_full_access_license_features.htm&type=5https://help.salesforce.com/s/articleView?
id=sf.field_service_contractors_limited_access_license_features.htm&type=5

NEW QUESTION # 152
......

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