Salesforce FS-Con-101 Exam Questions Instant Access

Question 1

When customers call in for support at AW Computing, a case is always created. If the issue cannot be solved without dispatching a technician, a work order is created from the case. Milestones are currently being used on cases, and support operations would like to extend the use of milestones to the work orders. To meet this requirement, the system administrator added the milestone Lightning component to the work order Lightning record page. Technicians and managers are reporting that there areno milestones listed when viewing the record.

How should this issue be resolved?

AMake sure the case entitlement record is being shared with the service resource.

BAdd work order milestones after the case milestones to the entitlement process.

CEnsure the work order entitlement is related to the same process as the case entitlement.

DCreate a separate entitlement process associated to the work order object.

Answer : D

An entitlement process is a timeline that shows every step and milestone involvedin delivering support to a customer. To use milestones on work orders, a separate entitlement process associated to the work order object must be created and activated. Modifying the user's profile, updating public group membership, or assigning a Field Service Mobile License to the user would not enable milestones on work orders. Reference: https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.entitlements_process_create.htm&type=5

Question 2

The Dispatcher at Universal Containers wants to schedule Service Appointments from the Dispatch Console while taking the Scheduling Policy into consideration.

Which three options are available to the Dispatcher? Choose 3 answers

ASelect a Service Appointment from the list and use the ''Schedule'' action.

BSelect a Service Appointment from the list, use the ''Change Status'' action and ''Dispatch.''

CSelect multiple Service Appointments from the list and bulk schedule them.

Dgy Select a ServiceAppointment from the list, use the ''Candidates'' action, and select the best time slot.

ESelect a Service Appointment from the list, use the ''Edit'' action and allocate the Resource.

Answer : A, C, D

These three options are available to the dispatcher to schedule service appointments from the dispatch console while taking the scheduling policy into consideration. Reference:https://help.salesforce.com/s/articleView?id=sf.fs_dispatch_console_schedule_appointments.htm&type=5

Question 3

universal container requires trained inspectors to make 3 site visits per year to inspect the container customers' sites. These visits must be scheduled within 14 days of inspection due date.

What are two ways aConsultant can configure maintenance plans to meet the requirements?

Choose 2 answers

AAuto generate work order with a 14 days generation horizon

BAssociate work type called site to maintenance plan

CAssociate a required skill call site visits to maintain plans

DAuto generate work order with 14-day generation time frame

Answer : A, D

A generation horizon is the number of days before the maintenance plan start date that work orders are generated. A generation time frame is the number of days before the maintenance plan end date that work orders are generated. To ensure that work orders are generated within 14 days of inspection due date, both the generation horizon and the generation time frame should be set to 14 days. Associating a work type calledsite or a required skill called site visits to maintenance plans would not affect the timing of work order generation, but would affect the scheduling and assignment of service appointments. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_maintenance_plans.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_types.htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_skills.htm&type=5

Question 4

Universal Containers (UC) schedules jobs that require multiple steps when on-site. UC wants to add a new status to theexisting status flow.

Which two configurations should the Consultant set up to meet this requirement?

Choose ? answers

AAdd the Status Transitions to the Technicians' Profile.

BAdd new Status to the Service Appointment.

CAdd new status to Status Transitions.

DAdd new Status to the Case.

Answer : B, C

hese two configurations allow adding a new status to the existing status flow for Service Appointments, and defining which statuses can transition to or from the new status. Reference:https://help.salesforce.com/s/articleView?id=sf.fs_status_transitions.htm&type=5

Question 5

Universal Containers performs maintenance and repairs on Assets in the field and wants to increasefirst-time fix rates.

What should a Consultant include when creating a Work Order?

AProducts Required and Estimated Duration

BProducts Required and Skill Requirements

CSkill Requirements and Products Consumed

DEstimated Duration and Sen/ice LevelAgreement

Answer : B

Products required and skill requirements are two fields that should be included when creating a work order to increase first-time fix rates. Products required are used to specify the products that are needed for the work order, andskill requirements are used to specify the level of expertise that is needed for the work order. By including these fields, the system can ensure that the technician has the right parts and skills to complete the work order.

Question 6

Geolocation tracking is enabled for Universal Containers's Technicians but should only apply to full-time employees.

How can geolocation tracking for contractors be disabled?

ASet the Geolocation Update Frequency field to zero for contractors.

BAdd the ExcludeTechnician from Geolocation Tracking permission to a permission set and assign it to contractors.

CUncheck the Geocoding field on the Contractor's profile.

DA Uncheck the Collect Service Resource Geolocation History field in Field Service MobileSettings.

Answer : B

The Exclude Technician from Geolocation Tracking permission allows disabling geolocation tracking for specific service resources by assigning them a permission set with this permission. Setting the Geolocation Update Frequency field tozero for contractors would not disable geolocation tracking, but would make it update less frequently. Unchecking the Geocoding field on the Contractor's profile or the Collect Service Resource Geolocation History field in Field Service Mobile Settings would not affect geolocation tracking, as these are not related settings. Reference: https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_permissions.htm&type=5https://help.salesforce.com/s/articleView?id=sf.fs_geolocation_tracking_settings.htm&type=5

Question 7

A consultant has implemented user territories at Northern Trail Outfitters (NTO) in a private sharing model. A new Midwest Service Territory has been created.

Which two actions should NTO take to givethe dispatcher access to all relevant Midwest records? Choose 2 answers

ACreate a new user territory associated with the Service Territory and dispatcher.

BConfigure and run the User Territory Sharing Job in Field Service Settings.

CAssign a new user territory and add each of the assigned service resources.

DAdd the resources assigned to the Service Territory's Member related list.

Answer : A, B

User Territories are records that associate users with service territories for sharing purposes[90]. Creating a new user territory associated with the Service Territory and dispatcher would allow giving access to all relevant Midwest records by linking them with their corresponding service territory[91]. Configuring and running the User Territory Sharing Jobin Field Service Settings would allow updating sharing rules based on user territories automatically at regular intervals such as daily or weekly[92]. Assigning a new user territory and adding each of the assigned service resources would not give access to all relevant Midwest records

Salesforce Certified Agentforce Field Service and Operations Consultant FS-Con-101 Exam Questions