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Salesforce Certified Field Service Consultant Exam Guide

Contents

About the Salesforce Certified Field Service Consultant Exam
Audience Description: Salesforce Certified Field Service Consultant
Purpose of This Exam Guide
About the Exam
Exam Outline
Recommended Training and Resources
Salesforce Certification Candidate Code of Conduct 
Maintaining Your Salesforce Certification

 

About the Salesforce Certified Field Service Consultant Exam

Successful completion of the Salesforce Certified Field Service Exam helps maintain quality and consistency in skills and knowledge within the Salesforce Certified Field Service community. 

The objective of the Salesforce Certified Field Service Consultant program is to test and certify qualified implementation consultants, partners, and administrators on their ability to deploy Salesforce Field Service to an organization.

 

Audience Description: Salesforce Certified Field Service Consultant

The Salesforce Certified Field Service Consultant program is designed for consultants who have experience implementing Salesforce Service Cloud and Salesforce Field Service. 

A Salesforce Certified Field Service Consultant designs and deploys solutions that support customer business processes and requirements using the Salesforce Field Service product, managed package, and Salesforce Field Mobile application. The consultant has field service industry experience, mobile solution expertise, and a solid understanding of the Salesforce core object model. 


The Salesforce Certified Field Service Consultant has the following experience:

  • 1-2 years as a business analyst
  • 1+ years in the field services industry 
  • 2+ years of services and support experience

 

The Salesforce Certified Field Service Consultant candidate has the experience, skills, knowledge, and abilities outlined below:

  • Understand the field service lifecycle
  • Differentiate the Salesforce product lines (Service Cloud, Mobile, Platform, Sales Cloud, Salesforce Field Service, Experience, Knowledge)
  • Build Salesforce Field Service solutions that are scalable and maintainable:
    • Scheduling and optimization
    • Resource management
    • Asset management
    • Inventory management
    • Work Order and Service Appointments lifecycle management
    • Contracts, entitlements, and warranties
    • Mobility (mobile flow use cases) 
    • Service reporting
    • Maintenance plans

 

A candidate for this exam will likely need assistance with:

  • Complex schedule/route optimization
  • Service territories planning and management best practices

 

A candidate for this exam is not expected to know or do the following:

  • Integration with third-party systems
  • Custom code such as Apex, Lightning Web Components (LWC)
  • Fleet optimization
  • Mobile deployment (MDM device strategy)

 

Typical job roles of a Salesforce Certified Field Service Consultant candidate may include:

  • Consultant
  • Mobile Solution Designer
  • System Analyst
  • Technical Architect
  • Service Cloud Administrator
  • Field Service Operations Manager
  • Service Desk Manager

 

Purpose of This Exam Guide

This exam guide is designed to help you prepare for the Salesforce Certified Field Service Consultant Exam. This guide provides information about the target audience, the recommended training and documentation, and a complete list of exam objectives. Salesforce highly recommends a combination of on-the-job experience and self-study to maximize your chances of passing the exam.  

 

About the Exam

Here are details about the Salesforce Certified Field Service Consultant Exam.

  • Content: 60 multiple-choice/multiple-select questions and up to five unscored questions
  • Time allotted to complete the exam: 105 minutes
  • Passing score: 63%
  • Version: Exam questions align to the Spring '23 release
  • Registration fee: US$200, JPY 30,000, plus applicable taxes as required per local law
  • Retake fee: US$100, JPY 30,000, plus applicable taxes as required per local law
  • Delivery options: Proctored exam delivered onsite at a testing center or in an online environment; find more information on scheduling an exam here. 
  • References: No hard-copy or online materials may be referenced during the exam.
  • Prerequisites: Salesforce Certified Platform Administrator certification and Salesforce Certified Service Cloud Consultant certification

This exam may contain up to five additional unscored questions to gather performance data. Unscored questions are randomly integrated and have no impact on your final exam result.

 

  Exam Outline

The Salesforce Certified Field Service Consultant Exam measures a candidate’s knowledge and skills related to the following objectives.
 

Managing Resources: 16%
  • Set up and manage 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, time sheet 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 Field Service license types and when to deploy them. 

 

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. 

 

Managing Scheduling and Optimization: 28%
  • Understand different field service settings for SFS Administrator.
  • Given a scenario, choose the appropriate action to manage a Service Appointment.
  • Given a scenario, apply the appropriate lifecycle 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 SFS.
  • 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.
  • Understand the usage of Salesforce Field Service for DateTime tracking fields. 

 

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.
  • Understand the available SFS Mobile settings.

 

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.

 

Managing Assets: 5%
  • Apply procedural concepts to maintain and update assets and asset relationships. 

 

Configuring Maintenance Plans: 5%
  • Given a scenario, recommend the appropriate maintenance plan.

 

Permissions and Sharing: 5%
  • Understand use cases for different types of SFS permission sets.
  • Explain how scheduled Service Appointments are shared with service resources.
  • Understand the differences between user territories and service territories.

 

Recommended Training and Resources

As preparation for this exam, we recommend a combination of hands-on experience, training course completion, Trailhead Trails, and self-study in the areas listed in the Exam Outline section of this exam guide. 

The self-study materials recommended for this exam include:

To continue developing your Salesforce skill set, visit Trailhead Academy to enroll in expert-led courses.

The courses recommended for this exam include:

To review online documentation, tip sheets, and user guides, search for the topics listed in the Exam Outline section of this guide on Salesforce Help and study the information related to those topics.

 

Salesforce Certification Candidate Code of Conduct

At Salesforce, Trust is our #1 value. Protecting the security of Salesforce Certifications is up to all of us. As a participant in the Salesforce Certification Program, you’re required to review and accept the terms of the Salesforce Certification Program Agreement and Code of Conduct at the beginning of each exam.

 

Maintaining Your Salesforce Certification

One of the benefits of holding a Salesforce certification is always being up to date on new product releases. You'll be required to complete the Salesforce Certified Platform Administrator certification maintenance modules on Trailhead once a year.

Don’t let your hard-earned certification expire! If you don't complete all maintenance requirements by the due date, your certification will expire. 

Bookmark these useful resources for maintaining your certifications.

 
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