Field-Service-Consultant Certification Exam


Exam Name: Salesforce Certified Field Service Consultant (WI23)
Vendor Name: Salesforce
Total Questions: 139
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Exam Details

  • Format: Multiple choice
  • Passing Score: 700
  • Retirement Date: none
  • Language: English, Japanese, German, French, Spanish, Portuguese (Brazil), Arabic (Saudi Arabia), Italian, Chinese (Simplified)

Exam Topics

  • Configure field service applications (20–25%)
  • Define and configure core field service components
        1. Define and configure key required security roles
        2. Configure territories, postal codes, and organizational units
        3. Configure characteristics and proficiency models
        4. Implement resource roles and categories
        5. Enable conditional Field Service settings
        6. Enable Microsoft Teams Integration
  • Configure product and service pricing
        1. Define required product and service types
        2. Configure minimum charge amounts and durations
        3. Determine how pricing rules affect the price that is applied to a product on a work order
        4. Associate products and services with price lists
        5. Define tax codes
  • Configure bookable resources
        1. Manage bookable resources
        2. Configure geocoding
        3. Define start and end locations for resources
        4. Determine the types of addresses to use
        5. Configure pay types and rates
        6. Configure working hours and working hour templates
        7. Manage time off requests
        8. Enable technician time tracking
  • Schedule multiple resources
        1. Determine the types of resources required
        2. Describe use cases for resource pools, crews, and Requirement groups
        3. Define Requirement groups and Requirement group templates
        4. Set up resource pools and crews
  • Integrate other tools with Dynamics 365 Field Service
        1. Implement Dynamics 365 Remote Assist for use with Dynamics 365 Field Service
        2. Configure and use Dynamics 365 Remote Assist one-time call
        3. Use Dynamics 365 Guides with work orders
  • Create and configure field service visualizations
        1. Configure dashboards
        2. Design and create field service charts
        3. Design reports by using the Report wizard.
        4. Design, create, and share Power BI reports and dashboards
        5. Understand the key Field Service Analytics and Insights work order summary metrics
  • Manage work orders (20–25%)
  • Describe the work order lifecycle
        1. Configure work orders, including work order types and work order resolutions
        2. Configure work order lifecycle stages
        3. Configure booking status and work order status values
        4. Configure uses and capabilities for billing accounts, service accounts, and functional locations
  • Create and manage work orders
        1. Create a work order
        2. Add status and sub-status information to a work order
        3. Organize work orders and resources by geography
        4. Associate a work order with a price list, Service Level Agreement, and entitlement
        5. Close a work order
        6. Collaborate on work orders by using Microsoft Teams
        7. Prepare work order summary reports
        8. Configure work order resolutions
  • Manage incidents
        1. Configure incident types and suggestions
        2. Assign requirement group templates to incident types
        3. Add service tasks to incidents
        4. Add products and services to incidents
  • Create and manage agreements
        1. Determine when to use agreements
        2. Define and configure agreement preferences and settings
        3. Configure automatic generation of work orders
        4. Configure booking preferences
        5. Configure agreement invoicing
        6. Create entitlements for agreements
  • Manage inspections
        1. Create inspections and ad hoc inspections
        2. Associate inspections with work orders and customer assets
        3. Describe use cases for analyzing results of inspections
        4. Create inspection templates
  • Schedule and dispatch work orders (20–25%)
  • Manage scheduling options
        1. Schedule work orders by using the schedule board and schedule assistant
        2. Determine when to use each scheduling option
        3. Configure fulfillment preferences
        4. Configure quick scheduling (“quick book“)
  • Implement schedule boards
        1. Identify features and uses for the Booking Requirements view
        2. Implement the integrated map feature
        3. Manually schedule work orders
        4. Reassign and reschedule work orders
        5. Move incomplete work orders
        6. Generate driving instructions for field agents
  • Manage schedule boards
        1. Describe use cases for multiple schedule boards
        2. Configure schedule boards
        3. Customize a schedule board
  • Implement the schedule assistant
        1. Apply constraints to resource queries
        2. Filter data
        3. Specify a search radius
        4. Troubleshoot the schedule assistant
  • Configure Universal Resource Scheduling
        1. Describe use cases for Universal Resource Scheduling
        2. Describe the role of resource requirements in scheduling
        3. Enable scheduling for a table
        4. Configure geocoding for a custom table
        5. Manage work hours calendar for requirements
        6. Describe booking timestamps, booking journals, and actuals
  • Manage the Dynamics 365 Field Service mobile app (5–10%)
  • Describe the capabilities of the mobile app
        1. Deploy the mobile app
        2. Complete work orders
        3. Service and maintain customer assets
  • Set up the mobile app
        1. Configure security roles
        2. Customize the mobile app including forms, views, pages, and site maps
        3. Enable and configure location tracking and geofencing
        4. Configure offline profiles and synchronization features
        5. Configure deep linking
        6. Configure push notification
        7. Configure barcode features
  • Manage inventory and purchasing (1–5%)
  • Manage inventory and warehouses
        1. Set up inventory and warehouses
        2. View product inventory
        3. Adjust inventory levels
        4. Transfer inventory between warehouses
        5. Manually update inventory by using inventory journals
  • Manage purchasing and product returns
        1. Describe the purchase order process
        2. Create purchase orders
        3. Create a list of receivable products for a purchase order
        4. Determine product return options
        5. Create return merchandise authorizations (RMAs)
        6. Create return to vendor (RTV) transactions
        7. Finalize returns
  • Managed Connected Field Service and customer assets (5–10%)
  • Implement Connected Field Service
        1. Describe IoT deployment options
        2. Identify use cases for Connected Field Service
        3. Manage and associate IoT devices
        4. Configure security roles for Connected Field Service
  • Define and configure customer assets
        1. Describe uses for customer assets
        2. Create and manage customer assets
        3. Configure products to enable the automatic creation of customer assets
        4. Associate work orders with customer assets
        5. Create child assets
        6. Configure 3D asset models
        7. Define functional locations
  • Implement Microsoft Power Platform (5–10%)
  • Configure model-driven apps
        1. Create and configure forms
        2. Create and configure views
        3. Configure site maps
  • Create custom apps and automation
        1. Create task-specific canvas apps and custom pages
        2. Embed apps in Dynamics 365 Field Service
        3. Use custom Power Automate cloud flows to automate tasks and enhance Field Service
  • Manage customer experiences (5–10%)
  • Configure Microsoft Power Pages
        1. Configure Field Service customer experience portal
        2. Configure self-service scheduling
        3. Configure pre-built Power Automate flows
        4. Track technician location
  • Capture customer feedback by using Customer Voice
      1. Create a survey
      2. Trigger distribution of a survey
      3. Apply formatting and branding to a survey
      4. Describe and analyze survey results including CSAT and Net Promoter Score (NPS)
      5. Describe survey elements including question types


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