ServiceNow CIS-FSM Online Practice Questions and Exam Preparation

ServiceNow CIS-FSM Online Questions & Answers

• Question 1:

  Each matching criteria defined in the dynamic scheduling configuration task filter is assigned a default weight of?

  A. 5
  B. 10
  C. 15
  D. 20
  B. 10

  ---

  Explanation/Reference:

• Question 2:

  What does it mean when you set a work order task as an upstream task?

  A. The downstream task must be approved before completing an upstream task
  B. The task must be completed before any downstream tasks can be started
  C. The task is dependent on another work order request
  D. The task cannot he started until any upstream tasks have been completed
  B. The task must be completed before any downstream tasks can be started

  ---

  Explanation/Reference:

  https://docs.servicenow.com/fr-FR/bundle/tokyo-field-service-management/page/product/planning-and-policy/task/t_SetAnUpstreamTask.html

• Question 3:

  When configuring an appointment booking record producer, what must be enabled in order to display the appointment selection widget on the record producer?

  A. Work order templates
  B. Appointment booking service
  C. Appointment booking variable set
  D. Catalog definition
  C. Appointment booking variable set

  ---

  Explanation/Reference:

  Configure an appointment booking record producer and enable the appointment booking variable set to display the correct fields in that record producer. The appointment booking variable set must be enabled to display the appointment selection widget on the record producer. Navigate to All > Service Catalog > Catalog Definitions > Record Producers. Open the desired record producer. In the Variable Sets related list, select Edit. Select sn_appointment_variable_set and move it to the Variable Sets list, and then Save.

  Source : FSM ebook - (p.261)

• Question 4:

  What determines which tasks appear on the task panel in dispatcher workspace?

  A. Task Panel Filters
  B. Task Panel Sorting
  C. Task Panel Dispatcher lters
  D. Task Panel Card Fields
  A. Task Panel Filters

  ---

  Explanation/Reference:

  https://docs.servicenow.com/bundle/vancouver-field-service-management/page/product/field-service-management/task/configuring-filters-for taskpanel.html

• Question 5:

  What determines if a rejected task is dynamically assigned to the same agent in the next 24 hours or not?

  A. A system properly
  B. Unassignment constraints
  C. Agent task rejection preferences
  D. Multiple assignment rules
  A. A system properly

  ---

  Explanation/Reference:

  The rejected task is not dynamically scheduled to the same agent for the next 24 hours. This is controlled by the work.management.rejected.technician.duration system property. However, as an agent you can manually assign the work order task back to yourself or as a dispatcher you can assign it back to the same agent.

  https://docs.servicenow.com/en-US/bundle/vancouver-field-service-management/page/product/planning-and- policy/task/t_AcceptOrRejectAWorkOrderTask.html

• Question 6:

  When you book an appointment, the timezone of appointment slots will be displayed based on? (Choose two.)

  A. The location where the appointment for the task is scheduled
  B. Timezone that is specified in the user contact record
  C. The Timezone of the available agent
  D. The location of the available agent
  A. The location where the appointment for the task is scheduled
  B. Timezone that is specified in the user contact record

  ---

  Explanation/Reference:

  https://docs.servicenow.com/bundle/vancouver-field-service-management/page/product/field-service- management/task/appt-booking-create-service-config.html

• Question 7:

  What can customers use on the service portal to view and select available service windows?

  A. Genius bar
  B. Request catalog
  C. Appointment booking
  D. Agent calendar
  C. Appointment booking

  ---

  Explanation/Reference:

• Question 8:

  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
  B. Agent calendar

  ---

  Explanation/Reference:

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

• Question 9:

  What do you need to configure an appointment booking service? (Choose three.)

  A. Contextual search
  B. A record producer
  C. Appointment booking variable set
  D. A work order template
  E. Recipients list
  F. Publication article
  B. A record producer
  C. Appointment booking variable set
  D. A work order template

  ---

  Explanation/Reference:

• Question 10:

  What controls the visibility of the `Optimize route' option in the more actions menu in the agent card on dispatcher workspace?

  A. UI action
  B. Client script
  C. Business rule
  D. System property
  A. UI action

  ---

  Explanation/Reference: