Exam Name: Agentforce Field Service and Operations Consultant
Certification Provider: Salesforce
Corresponding Certification: Field Service Lightning program
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Salesforce FS-Con-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Quoting and Pricing | 5% | - Given a scenario, determine the appropriate settings for quoting and pricing |
| Topic 3: Inventory and Order Management | 10% | - Distinguish between product items, product item transactions, and product requests - Explain the inventory and order management process - Given a scenario, determine the appropriate settings for product item tracking |
| Topic 4: Asset and Maintenance Management | 5% | - Given a scenario, determine the appropriate asset management setup - Explain how maintenance plans and maintenance rules are used |
| Topic 5: Managing Work Orders | 23% | - Explain the work order lifecycle and applicable statuses - Apply the appropriate product and price book configurations for a scenario - Distinguish between work order line item types and their usage - Given a scenario, configure work order processes, parameters, and field settings |
| Topic 6: Field Service Intelligence | 3% | - Explain how Field Service Intelligence (FSI) dashboards are used |
| Topic 7: 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 8: Managing Scheduling and Dispatch | 28% | - Determine the appropriate optimization rules and service objectives for a scenario - Explain the usage of complex work and work capacity - Demonstrate how to use the dispatcher console - Given a scenario, determine the appropriate dispatch and scheduling settings - Explain the difference between global, local, and emergency scheduling |
Salesforce Agentforce Field Service and Operations Consultant Sample Questions:
The service director at Ursa Major Solar would like to understand the effect thatService objectives have on the assignment of service appointments to serviceResources.
Where can the director view service objective scores for potential appointment timeSlots?
- A. Bulk dispatch action
- B. Dispatch console
- C. Book appointment action
- D. Candidates action
Correct Answer: D 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
A Dispatcher needs to reduce the backlog of Service Appointments inDifferent territories and focus on individual customer service preferences.
Which Scheduling Policy should the Dispatcher use?
- A. Soft Boundaries
- B. Emergency
- C. High Intensity
- D. Customer First
Correct Answer: A 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
Universal Containers deploys service Technicians in multiple time zones which makes the Dispatcher Console difficult to use. Which two filter options should a Consultant recommend to make the Dispatcher Console easier to use? Choose 2 answers
- A. Territory
- B. Hours
- C. Skills
- D. Resources
Correct Answer: A,D 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
Universal Containers currently tracks its customers' entitlements to supportUtilizing Salesforce Service Cloud. Service calls that require a Technician to go to the Customer's location require the creation of a Work Order. Once the Agent confirms That the customer and product are eligible for on- site support, a Work Order isManually created.
On which object should the Consultant define a Quick Action to create the Work Order?
- A. Opportunity
- B. Case
- C. Entitlement
- D. Contact
Correct Answer: C 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
The CFO for Universal Containers wants Work Orders to remain open until the Customer Service Report is signed.
Which two configurations should a Consultant implement to prevent Work Orders from being closed? Choose
2 answers
- A. Custom Work Order Status
- B. Custom Work Order Escalation Rules
- C. Custom Validation Rule on Work Orders
- D. Custom Approval Process on Work Orders
Correct Answer: A,C 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
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