Salesforce Field Service Consultant Practice Exam

The Salesforce Field Service Consultant is responsible for designing, implementing, and optimizing Salesforce Field Service solutions. This role focuses on setting up field service operations, configuring the Salesforce platform to manage work orders, dispatching, and mobile workforce management. The certification assess your skills to efficiently manage field operations, schedule and track service appointments, optimize resources, and deliver a seamless customer experience. The certification also validates your skills to tailor Salesforce Field Service to meet the specific needs of an organization, improving operational efficiency and service delivery.
Why is Salesforce Field Service Consultant important?

• Configures Salesforce Field Service for managing on-site service teams and dispatch.
• Ensures optimized resource scheduling and tracking of service appointments.
• Improves customer service delivery by streamlining field operations.
• Helps manage work orders, assets, inventory, and mobile workforce.
• Ensures the seamless integration of Salesforce Field Service with CRM and other systems.
• Provides insights through analytics and reporting to enhance field service performance.
• Aligns field service processes with business goals for efficiency and profitability.

Who should take the Salesforce Field Service Consultant Exam?

• Salesforce Field Service Consultant
• Salesforce Administrator (with a focus on field operations)
• Salesforce Business Analyst
• Salesforce Solution Architect
• Field Service Operations Manager
• Service Delivery Manager
• Customer Success Manager
• IT Consultant for Field Operations

Skills Evaluated

Candidates taking the certification exam on the Salesforce Field Service Consultant is evaluated for the following skills:

• Expertise in configuring Salesforce Field Service, including work orders, service appointments, and resources.
• Knowledge of scheduling optimization, routing, and dispatcher console setup.
• Understanding of mobile workforce management and field service workflows.
• Ability to integrate Salesforce Field Service with core CRM functionalities.
• Proficiency in managing assets, parts, and inventory for field operations.
• Understanding of reporting and analytics to improve field service performance.
• Knowledge of customer communication and experience enhancement in field service contexts.

Salesforce Field Service Consultant Certification Course Outline
The Salesforce Field Service Consultant Certification covers the following topics -

1. Managing Resources: 16%

• Set up and manage crews.

• Determine how and when to set up different resource types.

• Given a scenario, recommend the appropriate Service Territories and their Members.

• Explain the relationships between time sheets, time sheet entries, service resources, and Work Orders.

• Demonstrate how to use skills, skill levels, and time-based skills.

• Show how to use operating hours for service resources, accounts, Work Orders, and booking appointments.

• Distinguish between Field Service license types and when to deploy them.

2. Managing Work Orders: 23%

• Configure Work Order processes, parameters, and Work Types.

• Given a scenario, choose the appropriate Resource Preferences.

• Apply Products Required to a Work Order.

• Analyze how and when to use Work Order Line Items.

• Illustrate how to configure Work Order Milestones.

• Given a scenario, recommend the appropriate relationship between Service Appointments, Work Orders, and Work Order Line Items.

3. Managing Scheduling and Optimization: 28%

• Understand different field service settings for SFS Administrator.

• Given a scenario, choose the appropriate action to manage a Service Appointment.

• Given a scenario, apply the appropriate lifecycle of a Service Appointment required to execute a Work Order.

• Decide on the appropriate Schedule Policy to achieve the business requirements.

• Given a scenario, determine the appropriate option to execute Complex Work in SFS.

• Explain the difference between a multi-day Service Appointment and a standard Service Appointment.

• Outline the differences between aerial versus street-level routing.

• Given a scenario, determine the appropriate dispatch strategy for an organization.

• Compare different filtering options for the Dispatcher Console.

• Explain how to set up optimization.

• Given a scenario, decide the appropriate type of scheduling service to use.

• Given a scenario, decide the appropriate type of optimization service to use.

• Understand the usage of Salesforce Field Service for DateTime tracking fields.

4. Configuring Mobility: 10%

• Assess the requirements and tools needed to execute a customer sign-off process.

• Given a scenario, configure the Field Service app to support key business processes.

• Distinguish between Field Service Mobile and Salesforce Mobile app capabilities.

• Understand the available SFS Mobile settings.

5. Managing Inventory: 8%

• Given business requirements, distinguish the appropriate price book model for products consumed.

• Given business requirements, justify which define the applicable inventory model.

• Explain the Return Order object model and process.

6. Managing Assets: 5%

• Apply procedural concepts to maintain and update assets and asset relationships.

7. Configuring Maintenance Plans: 5%

• Given a scenario, recommend the appropriate maintenance plan.

8. Permissions and Sharing: 5%

• Understand use cases for different types of SFS permission sets.

• Explain how scheduled Service Appointments are shared with service resources.

• Understand the differences between user territories and service territories.