Salesforce Field Service Lightning Consultant Practice Exam

The Salesforce Field Service Lightning Consultant plays a crucial role in optimizing field service operations within organizations using the Salesforce platform. They achieve this by leveraging Field Service Lightning (FSL), a specialized solution designed to streamline and enhance field service processes.

Who should take the Exam?

This certification is ideal for individuals seeking to:

• Validate their expertise in configuring, implementing, and managing FSL.
• Demonstrate their Understanding of field service best practices and their application within the Salesforce ecosystem.
• Advance their careers in the Salesforce domain, specifically focusing on field service solutions.

Roles and Responsibilities:

A Salesforce Field Service Lightning Consultant is typically responsible for:

• Analyzing field service business processes: Understandinging existing workflows, identifying areas for improvement, and aligning FSL implementation with specific business needs.
• Configuration and Implementation: Configuring FSL features like work order management, scheduling, resource optimization, mobile tools, and integrations with other Salesforce solutions.
• Customization and Automation: Creating custom objects, fields, workflows, and automations to cater to unique business requirements and streamline workflows.
• Data Management and Reporting: Ensuring data accuracy, integrity, and reporting capabilities within FSL to provide valuable insights into field service performance.
• User Training and Adoption: Training and supporting end-users on effectively utilizing FSL to enhance their field service tasks and overall efficiency.

Exam Details:

• Exam Name: Salesforce Certified Field Service Lightning Consultant
• Format: Multiple choice and multiple select questions
• Number of Questions: 60
• Duration: 150 minutes
• Passing Score: 65%
• Delivery: Testing center or online proctored

Course Outline

The Salesforce Field Service Lightning Consultant exam covers the following topics -

1. Managing Resources: 16%

• Compare dynamic versus static 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, timesheet 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 FSL 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%

• Understanding different field service settings for FSL Administrator.
• Given a scenario, choose the appropriate action to manage a Service Appointment.
• Given a scenario, apply the appropriate life cycle 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 FSL.
• 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.
• Understanding the usage of Field Service Lightning  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.
• Understanding the available FSL 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%

• Understanding the use cases for different types of FSL permission sets.
• Explain how scheduled Service Appointments are shared with service resources.
• Understanding the differences between user territories and service territories.