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CIS-FSM Certified Implementation Specialist - Field Service Management

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ServiceNow · CIS-FSM

Free CIS-FSM Exam Dumps Preview

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Question 1

Multiple choice

As it pertains to dynamic scheduling configuration, what are the main components of task filters? (Choose three.)

A
Weighting
B
Matching criteria
C
Un-Assignment constraints
D
Ordering rules
E
Ranking method

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Correct answersA, B, E

Question 2

Single choice

Where can dispatchers view real-time locations of agents?

A
Agent map
B
My task map
C
Manager map
D
Dispatch map

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Correct answerD

Explanation

https://docs.servicenow.com/bundle/sandiego-field-service-management/page/product/planning-and-policy/concept/c_UseTheDispatchMap.html

Question 3

Single choice

Which operational role can view the calendars of team members to check availability, view the skill distribution, and create or edit skills of team members?

A
wm_agent
B
wm_qualifier
C
wm_dispatcher
D
wm_manager

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Correct answerD

Question 4

Multiple choice

What criteria are utilized in auto-assignment of work order tasks? (Choose three.)

A
SLA status
B
Age of task
C
Skills
D
Task windows
E
Geolocation

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Correct answersC, D, E

Question 5

Single choice

When defining a maintenance schedule, what type of trigger would you use for work to be performed based on time and count?

A
Meter and Script
B
Duration or Meter
C
Script and Duration
D
Duration or Script

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Correct answerB

Explanation

Criteria can be duration or meter based and triggered by first occurring condition. You can update any maintenance schedule on an as needed basis. For instance, if the regular interval is due next month, you can select an earlier or later date to change when the maintenance occurs.

Source : FSM ebook - (p.141)

Question 6

Multiple choice

Which of the following resources are critical for a successful implementation? (Choose ve.)

A
Chief Executive Officer
B
Customer Service Agent
C
Field service manager
D
Chief Information Officer
E
Field service agent
F
System Administrator
G
Dispatcher
H
Qualifier

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Correct answersC, E, F, G, H

Question 7

Single choice

Dispatcher workspace looks at which calendar to auto-assign tasks to agents based on availability?

A
Outlook calendar
B
Agent calendar
C
Team calendar
D
Google calendar

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Correct answerB

Explanation

https://docs.servicenow.com/bundle/utah-field-service-management/page/product/field-service-management/concept/using-dispatcher-workspace.html

Question 8

Single choice

What is used to organize work into tasks and can also be published in the service catalog as catalog items?

A
Work order templates
B
Appointment booking
C
Dynamic scheduling
D
Service level agreements

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Correct answerA

Explanation

Selected Answer: A
Routine requests or tasks that happen frequently and even predictably can be facilitated using work order templates. Users with the wm_admin or model_manager role can create, edit, and delete work order templates and work order task templates.

Templates are configured by defining the values auto-populated into selected fields in a record and creating the tasks.

You can also attach a knowledge article to a work order template, which may contain installation guides, maintenance procedures, etc.

Templates can also be displayed and selected as items in a service catalog for easy selection and tracking utilization. The Templates create a dedicated catalog item setting must be enabled in the field service configuration.

Source : FSM ebook - [Work Order Templates - (p.122)]

Question 9

Single choice

What can customer service agents use to create and view associated work order tasks for customer cases?

A
Agent workbench
B
Service portal
C
Agent workspace
D
Dispatcher workspace

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Correct answerC

Question 10

Single choice

How do you prevent a task which has been rejected by an agent from being dynamically assigned to the same agent in the next 24 hours?

A
Configure custom assignment rules
B
Configure the rejected technician duration system property
C
Configure unassignment constraints for dynamic scheduling
D
Configure agent task rejection preferences

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Correct answerB

Question 11

Single choice

As it pertains to dynamic scheduling, what is this an example of government customers are higher rank and private sector customers are lower?

A
Task ordering rule
B
Task filter
C
Un-assignment constraint
D
Matching criteria

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Correct answerA

Question 12

Multiple choice

Which ServiceNow integrations for Field Service Management (FSM) are available? (Choose two.)

A
FSM integration with Project Portfolio Management (PPM)
B
Work Order Management integration
C
Asset Management integration
D
Outlook Calendar Integration
E
Customer Service Management (CSM) Integration

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Correct answersA, E

Question 13

Single choice

When a dynamic scheduling task filter's auto assignment frequency is set to immediate, what happens?

A
Tasks are auto-assigned as soon as they are ready to be assigned
B
Tasks which are ready to be assigned are selected at the defined interval and assigned
C
Tasks are auto-assigned as soon as they reach the qualified state
D
Tasks are added to a batch and auto assigned at the defined interval

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Correct answerA

Explanation

Auto Assignment Frequency

The frequency with which tasks are auto assigned.

Immediate: tasks are assigned as soon as they are ready to be assigned.
Interval: tasks which are ready to be assigned are selected at the defined interval and assigned.

Selecting Interval displays the Auto Assignment Interval field, where the interval, in minutes, at which tasks are selected for auto assignment.

Note: Auto Assignment Frequency field is only displayed when Auto Assign = true

Source : Now Learning - Dynamic Scheduling - Explore the Task Filter Form

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Certified Implementation Specialist - Field Service Management

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