I’ve been hearing on FSL for the last one year and wanted to get some hands on to it. Then there was this salesforce training conducted at my company premises and I had the opportunity to attend it. That was first time I ever got my first views on FSL. The training was really great and awesome with lots of hands on. Afterwards I was bit unlucky to work on any FSL projects, however been learning on the FSL via trailhead and salesforce help & training. Lucky enough that the developer sandbox that was provided during my training is still valid. So here I am, today I have cleared the FSL certification and thought of sharing some views and guides on the certification.
Please find the links and notes that would help to clear the FSL certification.
- Exam Guide
- Old Pattern until *Feb 26th (Not sure when was the exact last date for old pattern):
- New Pattern-March 2020 Exam:
- https://trailhead.salesforce.com/en/help?article=Salesforce-Certified-Field-Service-Lightning-Consultant-Exam-Guide#outline
- New Sections:
- Managing Resources
- Configuring Maintenance Plans
- Permissions and Sharing
- Trailhead Topics
- Complete the FSL training
Very much useful & most important to understand what is FSL and what are available. Need to get handons.
I had revisited the entire pdf that was used in the FSL training against the org that was given to us during training. - Completed the Trailmix – https://trailhead.salesforce.com/en/users/rajakondreddy/trailmixes/field-service-lightning-certification-preparation
- Trailhead Modules/Trailmixes
- Field Service Lightning Basics
https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics - Supercharge Field Service Lightning
https://trailhead.salesforce.com/en/content/learn/trails/supercharge-field-service-lightning - Get on the Road with Field Service Lightning
https://trailhead.salesforce.com/en/content/learn/trails/field_service - Field Service Lightning Scheduling
https://trailhead.salesforce.com/en/content/learn/modules/field-service-lightnings-cheduling-basics - Field Service Dispatcher Console for Dispatchers
https://trailhead.salesforce.com/en/content/learn/modules/field-service-dispatcher-console-for-dispatchers
- Field Service Lightning Basics
- Complete the FSL training
- FSL Data Model
- This is very important to analyze the scenario questions.
- https://resources.docs.salesforce.com/224/latest/en-us/sfdc/pdf/field_service_dev.pdf (Pages 2-10)
- There was a question based on if we can assign a Service Appointment directly to customer.
- Help & Training Topics
- Dispatcher Console
- Important topic. Many questions came around this.
- Create custom list view for the Gantt. – a question like how to see the service appointments that are in violation.
- What is available on the Gantt & Map views.
- Configuring Maintenance Plan
- How the work orders/ WOLI gets created on choosing the picklist options available.
- https://help.salesforce.com/articleView?id=fs_generate_work_orders_plan.htm
- https://help.salesforce.com/articleView?id=fs_maintenance_fields.htm
- A question came on one service appointment per work order or one service appointment per work order line item should be chosen if customer want cost effective service.
- Permissions and Sharing
- What are available on each of FSL permissions/ License. Which permission/license to provide on a scenario.
- https://help.salesforce.com/articleView?id=pfs_get_started.htm&type=5
- https://help.salesforce.com/articleView?id=fs_perm_set_licenses.htm&type=5
- https://help.salesforce.com/articleView?id=pfs_custom_permissions.htm&type=5
- https://www.salesforce.com/content/dam/web/en_us/www/documents/datasheets/field-service-lightning-datasheet.pdf (Page 2)
- Focus on what is available for Dispatcher and Technician.
- Managing Assets – Questions on asset hierarchy.
- General
- Managing Resources
- https://help.salesforce.com/articleView?id=pfs_managing.htm&type=5
- https://help.salesforce.com/articleView?id=fs_create_absences.htm&type=5 – Question on scenario of Different types of absences.
- https://help.salesforce.com/articleView?id=pfs_view_calendar.htm&type=5
- There was a question on Where would a consultant choose to create skills for the given scenario. – If am not wrong skills can be created from setup menu (service cloud feature), Guided setup (when you create work type), Work type related list.
- Service Crew
- How to create and why /when this is required based on a scenario – Question came.
- Multi-day Service Appointment
- Manage Resource Shifts
- Timesheets
- https://help.salesforce.com/articleView?id=fs_set_up_timesheets.htm&type=5
- https://help.salesforce.com/articleView?id=fs_create_timesheets.htm&type=5
- There was question on from where a consultant will setup time sheet. (Setup menu)
- Map & Travel
- https://help.salesforce.com/articleView?id=pfs_travel_routes.htm&type=5
- https://help.salesforce.com/articleView?id=pfs_streetlevelrouting.htm&type=5 – A question based on which routing options would be preferred to have accurate travel time calculation. (SLR. Predictive routing was not in options)
- https://help.salesforce.com/articleView?id=mfs_resource_tracking.htm&type=5 – A question of when/what info will be shown if the technician’s mobile is outside the network.
- Multiday Service Appointments
- Field Service Lightning Limits and Limitations
- No questions with number limits. Just on functionality limits
- https://help.salesforce.com/articleView?id=fs_limits.htm&type=5
- Scheduling and Optimization
- https://help.salesforce.com/articleView?id=pfs_activate_optimizer.htm&type=5
- https://help.salesforce.com/articleView?id=pfs_customization.htm&type=5
- https://help.salesforce.com/articleView?id=pfs_activate_enhanced_optimization.htm&type=5 – Spring ’20 Feature. – No question, but I see a possibility on this for spring exam.
- Routing for Technician Travel
- Complex Work
- https://help.salesforce.com/articleView?id=pfs_complex_work.htm&type=5 – how to configure it.
- Scheduling Policies
- Scenario questions on which is best scheduling policy. got one on when there are lot appointments and less agents. – Try to analyze the question with the literal meaning.
- https://help.salesforce.com/articleView?id=pfs_scheduling.htm&type=5
- Have an idea of What is available on OOTB on the below:
- Scheduling Policies
- Work Rules
- Service Objectives
- Return Order
- Questuon based on which is best way to optimize return/ replacement cost – Customer will have one SA return order per asset or multiple SA return order line item for every asset.
- https://help.salesforce.com/articleView?id=fs_return_order_fields.htm&type=5
- https://help.salesforce.com/articleView?id=fs_return_order_settings.htm&type=5
- Mobile App
- https://help.salesforce.com/articleView?id=mfs_overview.htm&type=5
- https://help.salesforce.com/articleView?id=mfs_use_app.htm&type=5
- https://help.salesforce.com/articleView?id=mfs_limits.htm&type=
- Question on what is possible with Quick actions for the technicians.
- FSL Knowledge
- https://help.salesforce.com/articleView?id=mfs_knowledge.htm&type=5
- Still not sure if a technician can attach articles to work order/workorder line items or is it just the agent who does it for them. – The more I read, the more confused I became.
- There was a question on the above scenario as well.
- Dispatcher Console
Note: The quizlet/proprofs sample questions that is being circulated is good to understand how to handle scenarios. Maybe I got around 2-3 ditto questions from that. Please don’t rely on it solely.
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