Wednesday, September 26, 2018

Tips for passing Salesforce Certified Field Service Lightning Consultant

Today (26th September'2018), I have successfully passed Salesforce Certified Field Service Lightning Consultant exam. Here are few tips to pass the exam.


Exam Outline


  • Content: 60 multiple-choice/multiple-select questions * (5 unscored questions will be added)
  • Time allotted to complete the exam: 90 minutes (time allows for unscored questions)  
  • Passing Score: 70%  
  • Registration fee: USD 200, plus applicable taxes as required per local law 
  • Retake fee: USD 100, plus applicable taxes as required per local law 
  • Delivery options: Proctored exam delivered onsite at a testing center or in an online proctored environment. 
  • References: No hard-copy or online materials may be referenced during the exam. 
  • Prerequisite(s):  Salesforce Certified Administrator credential and Salesforce Certified Service Cloud Consultant credential.

I have faced 65 questions and regarding the complexity level it is easier as compared to Sales Cloud, Service Cloud certifications.



Preparation

I have attended Salesforce training for during month of August and here is following points which I have used during my preparation.


Core Data Model

 


(above 2 images referred from Salesforce documents)

Topics I have received on Exam


  • Managing assets and preparing BoM (Billing of material) from asset hierarchy.
  • Sequence of configuring Milestones, Entitlement Process, Entitlements, Create Case
  • Entitlement Models (Entitlements only, Entitlements + Service Contracts, Entitlements + Service Contract + Line Items)
  • Configuring and use case of product specific entitlements
  • Use of entitlement templates for predefined support contracts.
  • Customer support interactions through Cases and Work Orders and their life cycle.
  • Use Cases of relating Work Orders to Asset, Account, Contacts.
  • Use case of using preferred resource.
  • Updating Work Order when all work order line items are complete.
  • Updating Case status on work order closure
  • Scenarios of signature capturing at client location.
  • Creating follow up task or service appointment and relating with parent.
  • Attaching knowledge article to work order or work order line item which can be used in client location
  • Use case of maintenance job
  • Work Order process
  • Use case on linking Work Order with Asset
  • Service reports and when to use what
  • Tracking of product consumed, product transfers, shipments
  • Use of operating hours at resource and service appointment
  • Skills and Work Types
  • Scheduling optimization - Scheduling policies (Customer First, Soft Boundaries, High Intensity) which can be changed from
    • Gantt
    • per object for Appointment Booking
    • for optimization request
  • Marking active resources
  • Finding minimum travel from home
  • Work Rules and Service Objectives
  • Global Actions for upsell opportunities
  • Emergency Dispatch configuration
  • Use of Contracts for capacity based resource allocation
  • Use of external workforce
  • Enabling status transition
  • Location Management
  • FSL Mobile Setup - changing color, logo, using knowledge, using quick actions
  • In door service appointment
  • Single and Bulk appointment scheduling
  • Fixing overlaps
Hope, this will help you to prepare for the exam.

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