ServiceNow CIS-FSM Online Practice Questions and Exam Preparation

ServiceNow CIS-FSM Online Questions & Answers

• Question 21:

  Assuming task-driven process lifecycle is enabled, how many work order tasks are required for a work order request?

  A. At least one task
  B. None are required
  C. At least two tasks
  D. At least three tasks
  A. At least one task

  ---

  Explanation/Reference:

• Question 22:

  If you are using auto-routing or auto-dispatch, what must be set in system properties for precise time estimates?

  A. Latitude and longtitude for Google Maps API
  B. Private Key and Client ID for Google Maps API
  C. Geocoding for Google Maps API
  D. Distance Matrix for Google Maps API
  A. Latitude and longtitude for Google Maps API

  ---

  Explanation/Reference:

• Question 23:

  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
  A. Weighting
  B. Matching criteria
  E. Ranking method

  ---

  Explanation/Reference:

• Question 24:

  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
  A. Tasks are auto-assigned as soon as they are ready to be assigned

  ---

  Explanation/Reference:

  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

• Question 25:

  In the context of time recording, “Out of office”, “Meeting”, and “Training” are examples of what?

  A. Labor rate cards
  B. Time sheet policies
  C. Time worked categories
  D. Standard rate types
  C. Time worked categories

  ---

  Explanation/Reference:

• Question 26:

  What phase in the baseline ServiceNow field service management process lifecycle immediately precedes the scheduling and dispatch phase?

  A. Initiation
  B. Qualification
  C. Analyze and Improve
  D. Delivery and Confirmation
  B. Qualification

  ---

  Explanation/Reference:

  Phases: initiation> qualification> scheduling and dispatch> delivery and confirmation> analyze and improve

• Question 27:

  Which operational role is responsible for managing field agent skills?

  A. wm_admin
  B. wm_dispatcher
  C. wm_qualifier
  D. wm_manager
  D. wm_manager

  ---

  Explanation/Reference:

• Question 28:

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

  A. Problems
  B. Skills
  C. Locations
  D. Time
  E. Requests
  F. Incidents
  B. Skills
  C. Locations
  D. Time

• Question 29:

  What do administrators use to create questionnaires for work orders and work order tasks?

  A. Process Automaton Designer
  B. Targeted Communication
  C. Survey Designer
  D. Assessment Designer
  C. Survey Designer

  ---

  Explanation/Reference:

  https://docs.servicenow.com/bundle/washingtondc-field-service-management/page/product/field-service-management/task/create- questionnaire-for-work-order.html

• Question 30:

  What happens to a task that cannot be auto-assigned because of an impractical or missing location or because the task window cannot be scheduled?

  A. Constraints are overridden and the task is assigned
  B. The task is returned to the pending dispatch state
  C. The task is set to the unassigned state
  D. Constraints are presented to dispatcher for override confirmation
  B. The task is returned to the pending dispatch state

  ---

  Explanation/Reference:

  If route of all tasks cannot satisfy time constraints or an agents' schedule, a smaller set of tasks is calculated, and the un-routed tasks are reset to pending dispatch state.

  If a task cannot be optimized because the task location is impractical or missing or if the task window cannot be scheduled, the system displays a message with a reason that the task could not be routed. It then returns the task to the pending

  dispatch state.

  The sn_fsm_disp_wrkspc.enable_optimize_route system property must be enabled to see the optimize route option in dispatcher workspace.

  Source : FSM ebook - (p.182)