Was ist das eigentlich? Cyberrisiken verständlich erklärt

Es wird viel über Cyberrisiken gesprochen. Oftmals fehlt aber das grundsätzliche Verständnis, was Cyberrisiken überhaupt sind. Ohne diese zu verstehen, lässt sich aber auch kein Versicherungsschutz gestalten.

Beinahe alle Aktivitäten des täglichen Lebens können heute über das Internet abgewickelt werden. Online-Shopping und Online-Banking sind im Alltag angekommen. Diese Entwicklung trifft längst nicht nur auf Privatleute, sondern auch auf Firmen zu. Das Schlagwort Industrie 4.0 verheißt bereits eine zunehmende Vernetzung diverser geschäftlicher Vorgänge über das Internet.

Anbieter von Cyberversicherungen für kleinere und mittelständische Unternehmen (KMU) haben Versicherungen die Erfahrung gemacht, dass trotz dieser eindeutigen Entwicklung Cyberrisiken immer noch unterschätzt werden, da sie als etwas Abstraktes wahrgenommen werden. Für KMU kann dies ein gefährlicher Trugschluss sein, da gerade hier Cyberattacken existenzbedrohende Ausmaße annehmen können. So wird noch häufig gefragt, was Cyberrisiken eigentlich sind. Diese Frage ist mehr als verständlich, denn ohne (Cyber-)Risiken bestünde auch kein Bedarf für eine (Cyber-)Versicherung.

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Salesforce FSLCC : Field Service Lightning Cloud Consultant ACTUAL EXAM QUESTIONS

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Exam Number : FSLCC
Exam Name : Field Service Lightning Cloud Consultant
Vendor Name : Salesforce
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About the Exam

Read on for details about the Salesforce Field Service Lightning Consultant exam.

Content: 60 multiple-choice/multiple-select questions and 5 unscored questions

Time allotted to complete the exam: 105 minutes (time allows for unscored questions)

Passing score: 63%

Delivery options: Proctored test delivered onsite at a testing center or in an online testing environment. Click here for information on scheduling an exam.

Prerequisites: Salesforce Administrator credential and Salesforce Service Cloud Consultant credential



Successful completion of the Salesforce Certified Field Service Lightning certification test helps maintain quality and consistency in skills and knowledge within the Salesforce Certified Field Service Lightning community.
The objective of the Salesforce Certified Field Service Lightning Consultant program is to test and certify qualified implementation consultants, partners and administrators on their ability to deploy Field Service Lightning to an organization.



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



A Salesforce Certified Field Service Lightning Consultant designs and deploys solutions that support customer business processes and requirements using the Field Service Lightning product, managed package, and Field Service Lightning 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 Lightning 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 Lightning 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, Field Service Lightning, Communities, Knowledge)

Build Field Service Lightning 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 test will likely need assistance with:

Complex schedule/route optimization

Service territories planning and management best practices

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

Integration with third-party systems

Custom code such as Apex, Lightning Web Components

Fleet optimization

Mobile deployment (MDM device strategy)

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

Consultant

Mobile Solution Designer

System Analyst

Technical Architect

Service Cloud Administrator

Field Service Operations Manager

Service Desk Manager



Exam Outline

The Salesforce Field Service Lightning Consultant test measures a candidates knowledge and skills related to the following objectives. A candidate should have hands-on experience implementing Salesforce Service Cloud and Field Service Lightning solutions and have demonstrated the application of each of the features/functions below.



Managing Resources: 16%

Compare dynamic versus static 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, timesheet 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 FSL 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 FSL Administrator.

Given a scenario, choose the appropriate action to manage a Service Appointment.

Given a scenario, apply the appropriate life cycle 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 FSL.

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 Field Service Lightning 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 FSL 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 FSL 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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Warum sind Cyberrisiken so schwer greifbar?

Als mehr oder weniger neuartiges Phänomen stellen Cyberrisiken Unternehmen und Versicherer vor besondere Herausforderungen. Nicht nur die neuen Schadenszenarien sind abstrakter oder noch nicht bekannt. Häufig sind immaterielle Werte durch Cyberrisiken in Gefahr. Diese wertvollen Vermögensgegenstände sind schwer bewertbar.

Obwohl die Gefahr durchaus wahrgenommen wird, unterschätzen viele Firmen ihr eigenes Risiko. Dies liegt unter anderem auch an den Veröffentlichungen zu Cyberrisiken. In der Presse finden sich unzählige Berichte von Cyberattacken auf namhafte und große Unternehmen. Den Weg in die Presse finden eben nur die spektakulären Fälle. Die dort genannten Schadenszenarien werden dann für das eigene Unternehmen als unrealistisch eingestuft. Die für die KMU nicht minder gefährlichen Cyber­attacken werden nur selten publiziert.

Aufgrund der fehlenden öffentlichen Meldungen von Sicherheitsvorfällen an Sicherheitsbehörden und wegen der fehlenden Presseberichte fällt es schwer, Fakten und Zahlen zur Risikolage zu erheben. Aber ohne diese Grundlage fällt es schwer, in entsprechende Sicherheitsmaßnahmen zu investieren.

Erklärungsleitfaden anhand eines Ursache-Wirkungs-Modells

Häufig nähert man sich dem Thema Cyberrisiko anlass- oder eventbezogen, also wenn sich neue Schaden­szenarien wie die weltweite WannaCry-Attacke entwickeln. Häufig wird auch akteursgebunden beleuchtet, wer Angreifer oder Opfer sein kann. Dadurch begrenzt man sich bei dem Thema häufig zu sehr nur auf die Cyberkriminalität. Um dem Thema Cyberrisiko jedoch gerecht zu werden, müssen auch weitere Ursachen hinzugezogen werden.

Mit einer Kategorisierung kann das Thema ganzheitlich und nachvollziehbar strukturiert werden. Ebenso hilft eine solche Kategorisierung dabei, eine Abgrenzung vorzunehmen, für welche Gefahren Versicherungsschutz über eine etwaige Cyberversicherung besteht und für welche nicht.

Die Ursachen sind dabei die Risiken, während finanzielle bzw. nicht finanzielle Verluste die Wirkungen sind. Cyberrisiken werden demnach in zwei Hauptursachen eingeteilt. Auf der einen Seite sind die nicht kriminellen Ursachen und auf der anderen Seite die kriminellen Ursachen zu nennen. Beide Ursachen können dabei in drei Untergruppen unterteilt werden.

Nicht kriminelle Ursachen

Höhere Gewalt

Häufig hat man bei dem Thema Cyberrisiko nur die kriminellen Ursachen vor Augen. Aber auch höhere Gewalt kann zu einem empfindlichen Datenverlust führen oder zumindest die Verfügbarkeit von Daten einschränken, indem Rechenzentren durch Naturkatastrophen wie beispielsweise Überschwemmungen oder Erdbeben zerstört werden. Ebenso sind Stromausfälle denkbar.

Menschliches Versagen/Fehlverhalten

Als Cyberrisiken sind auch unbeabsichtigtes und menschliches Fehlverhalten denkbar. Hierunter könnte das versehentliche Veröffentlichen von sensiblen Informationen fallen. Möglich sind eine falsche Adressierung, Wahl einer falschen Faxnummer oder das Hochladen sensibler Daten auf einen öffentlichen Bereich der Homepage.

Technisches Versagen

Auch Hardwaredefekte können zu einem herben Datenverlust führen. Neben einem Überhitzen von Rechnern sind Kurzschlüsse in Systemtechnik oder sogenannte Headcrashes von Festplatten denkbare Szenarien.

Kriminelle Ursachen

Hackerangriffe

Hackerangriffe oder Cyberattacken sind in der Regel die Szenarien, die die Presse dominieren. Häufig wird von spektakulären Datendiebstählen auf große Firmen oder von weltweiten Angriffen mit sogenannten Kryptotrojanern berichtet. Opfer kann am Ende aber jeder werden. Ziele, Methoden und auch das Interesse sind vielfältig. Neben dem finanziellen Interesse können Hackerangriffe auch zur Spionage oder Sabotage eingesetzt werden. Mögliche Hackermethoden sind unter anderem: Social Engineering, Trojaner, DoS-Attacken oder Viren.

Physischer Angriff

Die Zielsetzung eines physischen Angriffs ist ähnlich dem eines Hacker­angriffs. Dabei wird nicht auf die Tools eines Hackerangriffs zurückgegriffen, sondern durch das physische Eindringen in Unternehmensgebäude das Ziel erreicht. Häufig sind es Mitarbeiter, die vertrauliche Informationen stehlen, da sie bereits den notwendigen Zugang zu den Daten besitzen.

Erpressung

Obwohl die Erpressung aufgrund der eingesetzten Methoden auch als Hacker­angriff gewertet werden könnte, ergibt eine Differenzierung Sinn. Erpressungsfälle durch Kryptotrojaner sind eines der häufigsten Schadenszenarien für kleinere und mittelständische Unternehmen. Außerdem sind auch Erpressungsfälle denkbar, bei denen sensible Daten gestohlen wurden und ein Lösegeld gefordert wird, damit sie nicht veröffentlicht oder weiterverkauft werden.

Ihre Cyberversicherung sollte zumindet folgende Schäden abdecken:

Cyber-Kosten:

  • Soforthilfe und Forensik-Kosten (Kosten der Ursachenermittlung, Benachrichtigungskosten und Callcenter-Leistung)
  • Krisenkommunikation / PR-Maßnahmen
  • Systemverbesserungen nach einer Cyber-Attacke
  • Aufwendungen vor Eintritt des Versicherungsfalls

Cyber-Drittschäden (Haftpflicht):

  • Befriedigung oder Abwehr von Ansprüchen Dritter
  • Rechtswidrige elektronische Kommunikation
  • Ansprüche der E-Payment-Serviceprovider
  • Vertragsstrafe wegen der Verletzung von Geheimhaltungspflichten und Datenschutzvereinbarungen
  • Vertragliche Schadenersatzansprüche
  • Vertragliche Haftpflicht bei Datenverarbeitung durch Dritte
  • Rechtsverteidigungskosten

Cyber-Eigenschäden:

  • Betriebsunterbrechung
  • Betriebsunterbrechung durch Ausfall von Dienstleister (optional)
  • Mehrkosten
  • Wiederherstellung von Daten (auch Entfernen der Schadsoftware)
  • Cyber-Diebstahl: elektronischer Zahlungsverkehr, fehlerhafter Versand von Waren, Telefon-Mehrkosten/erhöhte Nutzungsentgelte
  • Cyber-Erpressung
  • Entschädigung mit Strafcharakter/Bußgeld
  • Ersatz-IT-Hardware
  • Cyber-Betrug