ServiceNow CIS-FSM Online Practice Questions and Exam Preparation

ServiceNow CIS-FSM Online Questions & Answers

• Question 31:

  Which operational role typically creates personal events for an agent's calendar?

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

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  Explanation/Reference:

  Field Service Managers can create agent work schedules and calendar events, such as personal time off or meetings, for their field agents, although the field agents themselves typically perform these tasks.

  A work schedule includes a date range and a schedule type, such as day shift or evening shift.

  Field agents can have multiple work schedules.

• Question 32:

  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
  C. Targeted communication

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  Explanation/Reference:

• Question 33:

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

  A. Use agent or task scheduling
  B. Use the dispatch queue for manual assignment of tasks
  C. Assign tasks based on assignment group coverage areas
  D. Auto-select agents for tasks based on skill
  B. Use the dispatch queue for manual assignment of tasks

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  Explanation/Reference:

  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 34:

  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
  C. Agent workspace

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  Explanation/Reference:

• Question 35:

  Where can dispatchers view real-time locations of agents?

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

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  Explanation/Reference:

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

• Question 36:

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

  A. Skills
  B. Parts
  C. Routes
  D. Locations
  D. Locations

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  Explanation/Reference:

  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 37:

  Which reasons can field agents provide when rejecting tasks that were assigned to them? (Choose four.)

  A. Not a preferred customer
  B. Type of work not preferred
  C. Parts unavailable
  D. Customer unavailable
  E. Skills mismatch
  F. Schedule conflict
  C. Parts unavailable
  D. Customer unavailable
  E. Skills mismatch
  F. Schedule conflict

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  Explanation/Reference:

• Question 38:

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

  A. Work notes are required to close a task
  B. Managed documents and task activities
  C. Signature Capture and PDF Order Summary
  D. Copy task work notes to request
  C. Signature Capture and PDF Order Summary

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  Explanation/Reference:

• Question 39:

  Configuring SMS notifications to customers that include an agent's current location and estimated time of arrival depends on which plugins? (Choose two.)

  A. Notify - Twilio Direct Driver
  B. Notification Preferences for Field Service
  C. Push Notifications for Field Service
  D. Field Service Management - Customer Experience
  A. Notify - Twilio Direct Driver
  D. Field Service Management - Customer Experience

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  Explanation/Reference:

  Email and SMS notifications features are available with the Field Service Management - Customer Experience plugin, which requires Customer Service with Field Service Management and Notify - Twilio Direct Driver plugins. To use SMS notifications, Twilio or other service provider with Notify needs to be configured.

  The following email notifications are sent by default. Review each with your stakeholders and make any necessary changes, or create new notifications. Agent starts travel Work order Task is Created Work Order Task is Assigned Work Order Task is Reassigned Work Order Task is Rescheduled Work Order Task is Cancelled Work Order Task is Completed Work Order Task Assigned to External (only if the Contractor Management plugin is activated) Source : FSM ebook - [Customer Notification - (p.300)]

• Question 40:

  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
  B. wm_manager

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  Explanation/Reference: