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CIS-FSM Real Exam Questions

Certified Implementation Specialist - Field Service Management

86 questions available · Page 1 of 9

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Question 1 Single choice

What needs to be enabled in the field service configuration order to allow customers to digitally sign and confirm work orders?

  1. A

    Work notes are required to close a task

  2. B

    Managed documents and task activities

  3. C

    Signature Capture and PDF Order Summary

  4. D

    Copy task work notes to request

Show answer and explanation

Correct answer: C

Question 2 Multiple choice

Field Service Management (FSM) is a solution for anything that uses which of the following? (Choose three.)

  1. A

    Problems

  2. B

    Skills

  3. C

    Locations

  4. D

    Time

  5. E

    Requests

  6. F

    Incidents

Show answer and explanation

Correct answers: B, C, D

Question 3 Single choice

When using territory management, what can field service admins assign to an individual or group?

  1. A

    Skills

  2. B

    Parts

  3. C

    Routes

  4. D

    Locations

Show answer and explanation

Correct answer: D

Explanation

https://docs.servicenow.com/bundle/utah-field-service-management/page/product/work-management/concept/c_TerritoryManagement.html

Territory management allows the assignment of a set of geographical locations to an individual or group.
This assignment creates a territory.

Question 4 Single choice

In the Auto-Assignment Confirmation pop up window, what is the category of a previously assigned task which was unassigned, but, then, could not be assigned to any agent?

  1. A

    Not Assigned

  2. B

    Unassigned

  3. C

    Reassigned

  4. D

    Assigned

Show answer and explanation

Correct answer: A

Question 5 Single choice

Enabling the Use dispatch queue option in the field service assignment configuration allows dispatchers to?

  1. A

    Use agent or task scheduling

  2. B

    Use the dispatch queue for manual assignment of tasks

  3. C

    Assign tasks based on assignment group coverage areas

  4. D

    Auto-select agents for tasks based on skill

Show answer and explanation

Correct answer: B

Explanation

Use dispatch queue enables use of the dispatch group for manual assignment. Use dispatch queue depends on a task-driven process lifecycle. Enable state flows must be turned on when enabling auto-selection of agents and considers time zone for tasks and enables priority assignment.

Source : FSM ebook - (p.93)

Question 6 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?

  1. A

    wm_agent

  2. B

    wm_qualifier

  3. C

    wm_dispatcher

  4. D

    wm_manager

Show answer and explanation

Correct answer: D

Question 7 Single choice

What allows for more accurately tracking agent's locations through mobile devices?

  1. A

    Geolocation

  2. B

    Work groups

  3. C

    Work order templates

  4. D

    Service level agreements

Show answer and explanation

Correct answer: A

Question 8 Single choice

When configuring dynamic scheduling, what can you use or create to identify specific lists of tasks?

  1. A

    Schedules

  2. B

    Assignment filters

  3. C

    Task filters

  4. D

    Agent filters

Show answer and explanation

Correct answer: C

Explanation

https://docs.servicenow.com/bundle/tokyo-field-service-management/page/product/field-service-management/task/create-dynamic-scheduling-config.html#create-task-filter

Question 9 Single choice

What scheduled job considers the tasks assigned to or accepted by agents on the current date and automatically enhances the routes for those tasks?

  1. A

    Calc Estimated Duration Assigned to

  2. B

    Process Dynamic Scheduling Auto Assignment

  3. C

    Show Auto Route

  4. D

    Optimize Task Routing

Show answer and explanation

Correct answer: D

Explanation

The Optimize Task Routing scheduled job is inactive by default. When you set the active field for this scheduled job to true, the job runs every da at 3:00 am system time. An organization may want to vary this by time zone or call it every hour (for work performed in busy cities). The scheduled job considers the tasks assigned to or accepted by agents on the current date and automatically optimizes the routes for those tasks.

Source : FSM ebook - (p.182)

Question 10 Single choice

As it pertains to dynamic scheduling configuration, if you are ranking agents based on the number of parts available in the agent stockroom, which matching criterion should you configure in the task filters?

  1. A

    Matching Mandatory Parts for Dynamic Scheduling

  2. B

    Matching Agents With Most Parts For Dynamic Scheduling

  3. C

    Matching Skills for Dynamic Scheduling

  4. D

    Matching Skill Level Gap for Dynamic Scheduling

Show answer and explanation

Correct answer: A