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.
I have attended Salesforce training for during month of August and here is following points which I have used during my preparation.
- Prepare for Your Field Service Lightning Consultant Credential trailmix - Great content which covers 100% in all sections including hands on org with complete workbook.
- Field Service Certification Training partner portal private chatter group to access training materials, presentation and exercise guide.
- Field Service Experts group to meet with experts.
Core Data Model
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.
