FS-Con-101試験復習、FS-Con-101日本語的中対策

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Salesforce FS-Con-101 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: 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)
Topic 2: 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 3: Quoting and Pricing	5%	- Given a scenario, determine the appropriate settings for quoting and pricing
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 Scheduling and Dispatch	28%	- Demonstrate how to use the dispatcher console - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the usage of complex work and work capacity - Explain the difference between global, local, and emergency scheduling - Determine the appropriate optimization rules and service objectives for a scenario
Topic 6: 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 7: Field Service Intelligence	3%	- Explain how Field Service Intelligence (FSI) dashboards are used
Topic 8: Managing Work Orders	23%	- Apply the appropriate product and price book configurations for a scenario - Explain the work order lifecycle and applicable statuses - Distinguish between work order line item types and their usage - Given a scenario, configure work order processes, parameters, and field settings

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Salesforce Agentforce Field Service and Operations Consultant 認定 FS-Con-101 試験問題 (Q28-Q33):

質問 # 28
Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work.
Contractor 1 has provided services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2.
How should the Consultant configure the Contractors' experience?

A. Assign Contractor 1 as a Preferred Resource.
B. Assign Contractor 2 as an Excluded Resource.
C. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
D. Assign Contractor 1 and 2 different capacities for repair work.

正解：C

解説：
Skills are records that define specific abilities orqualifications that service resources have[158].Skill Levels are fields on the skill object that indicate the proficiency or experience of a service resource in a skill[159].
Assigning Contractor 1 and 2 different Skill Levels for repair Work Type would allow Universal Containers to configure the Contractors' experience by setting up criteria such as skill name equals repair and skill level equals high for Contractor 1 and low for Contractor 2. Assigning Contractor 1 as a Preferred Resource would not configure the Contractors' experience. Preferred Resources are optimization criteria that prioritize assigning service appointments to resources who have previously completed similar work orders or who are preferred by customers[160]. Assigning Contractor 1 and2 different capacities for repair work would not configure the Contractors' experience. Capacities are fields on the service resource object that indicate the number of hours available for work per day or week[161]. Assigning Contractor 2 as an Excluded Resource would not configure the Contractors' experience. Excluded Resources are optimization criteria that prevent assigning service appointments to resources who are explicitly excluded by customers or dispatchers[162].
References: https://help.salesforce.com/s/articleView?id=sf.fs_skills_overview.htm&type=5 https://developer.
salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_skill_skilllevel.htm https://help.salesforce.
com/s/articleView?id=sf.fs_scheduling_policies_optimization_criteria_preferred_resources.htm&type=5
https://developer.salesforce.com/docs/atlas.en-us.api.meta/api
/sforce_api_objects_serviceresource_capacityhoursperday.htmhttps://help.salesforce.com/s/articleView?id=sf.
fs_scheduling_policies_optimization_criteria_excluded_resources.htm&type=5

質問 # 29
Some Technicians report that they are unable to log in to the Salesforce Field Service mobile app. The Consultant confirmed that the Technicians have the Salesforce Field Service Resource Licenseand Salesforce Field Service Resource Permissions assigned to them.
How should a Consultant provide access to the Salesforce Field Service mobile app?

A. Modify the user record.
B. Assign a Field Service Mobile License to the user.
C. Update Public Group membership.
D. Modify the user's Profile.

正解：D

解説：
To provide access to the Salesforce Field Service Mobile App, the user's profile must have the Field Service Mobile permission enabled.Updating Public Group membership, assigning a Field Service Mobile License to the user, or modifying the user record would not grant access to the mobile app. References:https://help.
salesforce.com/s/articleView?id=sf.fs_mobile_app_permissions.htm&type=5

質問 # 30
in which two scenarios should a consultant recommend multi day service appointment? Choose 2 answers

A. jobs require multiple stages of work performedby different resources.
B. jobs require consecutive days of work and can span over weekends.
C. Jobs can take longer than the available resources hours in a day.
D. jobs need to be performed at the same site on the same day of the week.

正解：B、C

解説：
Multi-day service appointments are used when jobs can take longer than the available resources hours in a day or require consecutive days of work and can span over weekends. Jobs that need to be performed at the same site on the same day of the week or require multiple stages of workperformed by different resources can be handled by single-day service appointments with appropriate scheduling policies and optimization rules.
References:https://help.salesforce.com/s/articleView?id=sf.fs_multiday_service_appointments_overview.
htm&type=5

質問 # 31
An agent has to create a Work Order for a complex installation. A Work Order Line Item is created for each required component so it can be tracked and Priced separately. However, a few of the components are only on the company's Preferred Price Book while the others are on the U.S. Price Book. Which solution should a Consultant recommend so the agent can meet this Requirement?

A. Create one Work Order and add Work Order Line Items based on the Price Book selected on the Work Type.
B. Create one Work Order for each Price Book and add Work Order Line Items to the appropriate Work Order based on its Price Book.
C. Create one Work Order for each Price Book and use Work Types to assign the Price Book to eachWork Order Line Item.
D. Create one Work Order and override the price on Work Order Line Items for products on thePreferred Price Book.

正解：B

解説：
For this scenario, Salesforce Field Service should use separate Work Orders for separate Price Books. A Work Order uses one Price Book. Work Order Line Items under that Work Order can only select products represented by Price Book Entries in the parent Work Order ' s Price Book. If required components exist only in different Price Books, separate Work Orders preserve standard pricing behavior.
Field Service inventory distinguishes the product catalog from stock at a location and from inventory movement or consumption. Products define what the item is, Product Items represent how much of that Product is at a specific Location, Products Required describe planned needs, and Products Consumed record what was actually used during execution.
The alternatives address different parts of the Field Service model. Overriding a price cannot make an unavailable product eligible for selection, and Work Types do not provide an independent Price Book for each line item.
This approach keeps the implementation aligned with the standard Field Service data model and avoids unnecessary customization. Study Guide reference: Managing Inventory - Work Order pricing; Price Books; Work Order Line Items.

質問 # 32
Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue.
Which sequence of steps should a Consultant recommend to dispatch the Technician?

A. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
B. Create Work Order, Create Case, Dispatch Work Order, Create ServiceAppointment.
C. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
D. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.

正解：C

解説：
This is the recommended sequence of steps to dispatch a technician for a customer issue. A case is created to track the customer issue, a work order is created to track the work that needs to be done, a service appointment is created to schedule the work, and a service appointment is dispatched to assign it to a technician.
References: https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics
/field_service_work_orders

質問 # 33
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