ServiceNow ServiceNow Certifications CIS-FSM Questions & Answers

• Question 21:

  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

  Correct Answer: AB

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

• Question 22:

  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

  Correct Answer: C

  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 23:

  What can be used to send articles, notices, and announcements to relevant customers?

  A. Email notification

  B. Service Portal notification

  C. Targeted communication

  D. SMS Message

  Correct Answer: C

• Question 24:

  What feature helps field agents by providing relevant knowledge for the task at hand and displaying search results on forms when users enter text in a field?

  A. Knowledge Base

  B. Reports

  C. Contextual search

  D. Filter navigator

  Correct Answer: C

• Question 25:

  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

  Correct Answer: A

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

• Question 26:

  As it pertains to dynamic scheduling configuration, matching criteria, weighting, and ranking method are components of what?

  A. Constraints

  B. Task filers

  C. Task ordering rules

  D. Execution order

  Correct Answer: B

• Question 27:

  Assuming the reserve parts in agent stockroom configuration option is enabled, when sourcing a part, the From Stockroom field is auto-populated with a default stockroom location, only if:

  A. The parts scheduling plugin is activated

  B. The part is available in the dispatcher's stockroom

  C. The part is available in the agent's personal stockroom

  D. The field agent has preferred stockrooms defined

  Correct Answer: C

• Question 28:

  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

  Correct Answer: CDE

• Question 29:

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

  A. wm_agent

  B. wm_manager

  C. wm_qualifier

  D. wm_dispatcher

  Correct Answer: B

• Question 30:

  As it pertains to time recording, what allows field agents to record beyond the standard 40 hours of time per week?

  A. Configure time sheet notifications for manager override

  B. Create a new time sheet policy for the specified field agents

  C. Configure the time sheet portal widget

  D. Activate the FSM with Time Recording plugin

  Correct Answer: B