Overview

About the Salesforce Field Service Consultant CredentialThe Salesforce Certified Field Service Consultant certification validates a professional's ability to implement and deploy Salesforce Field Service solutions effectively. Earning this credential demonstrates consistent knowledge and skills within the Salesforce Field Service ecosystem.The certification is intended for consultants, administrators, and partners who configure and manage Salesforce Field Service within an organization.Who Should Take This Exam?This certification is intended for professionals with hands-on experience using Salesforce Service Cloud and Salesforce Field Service. Ideal candidates are involved in designing and deploying solutions that support business processes through the Salesforce Field Service managed package and the Field Service Mobile app.Recommended Experience:1-2 years as a business analyst1+ years in the field services industry2+ years in customer service or support rolesCommon Job Titles:ConsultantMobile Solution DesignerSystem AnalystTechnical ArchitectService Cloud AdministratorField Service Operations ManagerService Desk ManagerKey Skills and Knowledge AreasCertified candidates are expected to understand:The full field service lifecycleThe differences among Salesforce products (Service Cloud, Field Service, Experience Cloud, Knowledge, Sales Cloud)How to build scalable and maintainable solutions, including:Work order and service appointment managementScheduling and optimizationResource and asset managementInventory trackingContracts, warranties, and entitlementsMobile use cases and workflowsMaintenance plans and service reportingCandidates may need support with:Advanced scheduling and routing optimizationBest practices for managing service territoriesNot Required for the Exam:Integration with external systemsWriting custom code (Apex, LWC)Fleet optimization strategiesMobile device management (MDM) deploymentExam DetailsNumber of Questions: 60 scored + up to 5 unscoredFormat: Multiple-choice/multiple-selectDuration: 105 minutesPassing Score: 63%Exam Version: Aligned with Spring '23 releaseRegistration Fee: $200 USD (+ applicable taxes)Retake Fee: $100 USD (+ applicable taxes)Delivery Method: Proctored exam (online or onsite)Resources: No materials or notes allowed during the examPrerequisites:Salesforce Administrator credentialSalesforce Service Cloud Consultant credentialNote: Unscored questions are randomly placed and do not affect your score. These are used to evaluate potential future exam content.Exam OutlineThe Salesforce Field Service Consultant Exam measures a candidate's knowledge and skills related to the following objectives. A candidate should have hands-on experience implementing Salesforce Service Cloud and Salesforce Field Service solutions and have demonstrated the application of each of the features/functions below.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%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.

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