ServiceNow ServiceNow Certifications CIS-FSM Questions & Answers

• Question 31:

  Where can you disable the accept or reject task option if business process dictates that field agents should not have the ability to accept or reject tasks?

  A. Field Service Configuration Business Process

  B. Dynamic Scheduling Configuration

  C. Field Service Properties

  D. Field Service Configuration Add-Ons

  Correct Answer: A

• Question 32:

  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?

  A. Not Assigned

  B. Unassigned

  C. Reassigned

  D. Assigned

  Correct Answer: A

• Question 33:

  Which operational role is responsible for performing work onsite and reporting status?

  A. wm_manager

  B. wm_qualifier

  C. wm_dispatcher

  D. wm_agent

  Correct Answer: D

• Question 34:

  When using mandatory skills and dynamic scheduling, which matching criteria should be configured in the dynamic scheduling task filter?

  A. Matching Skills for Dynamic Scheduling

  B. Matching Mandatory Skills for Dynamic Scheduling

  C. Matching Skills Level Gap for Dynamic Scheduling

  D. Matching Skills - Mandatory Skills Support

  Correct Answer: B

  If using mandatory skills and dynamic scheduling, update the task filters for the dynamic scheduling configuration and replace the 'Matching Skill for Dynamic Scheduling' matching criteria with the 'Matching Mandatory Skills for Dynamic

  Scheduling' matching criteria.

  Source FSM ebook - (p.118)

• Question 35:

  When defining a maintenance schedule, what type of trigger would you use for work to be performed based on time and count?

  A. Meter and Script

  B. Duration or Meter

  C. Script and Duration

  D. Duration or Script

  Correct Answer: B

  Criteria can be duration or meter based and triggered by first occurring condition. You can update any maintenance schedule on an as needed basis. For instance, if the regular interval is due next month, you can select an earlier or later date to change when the maintenance occurs.

  Source : FSM ebook - (p.141)

• Question 36:

  Task filters, task ordering rules, and un-assignment constraints are key components of which feature?

  A. Workflows

  B. Qualification

  C. Auto Assignment

  D. Dynamic Scheduling

  Correct Answer: D

• Question 37:

  As it pertains to time recording, FSM Rate Card Task Work (Billable) and FSM Rate Card Task Work OT (Billable), are examples of what?

  A. Time worked

  B. Labor rate cards

  C. Rate types

  D. Time cards

  Correct Answer: B

  System administrators can create additional rate types by navigating to All > Time Sheets > Administration > Rate Types

  The following labor rate cards are provided:

  FSM Rate Card Task Work (Billable)

  FSM Rate Card Task Work OT (Billable)

  FSM Rate Card (Default)

  System administrators can create additional labor rate cards using rate types by navigating to All > Cost > Costs > Labor Rate Cards.

  The time recording feature requires the Time Recording for Field Service plugin, which activates the Time Card Management and the Cost Management plugins. Source : FSM ebook - (p.154)

• Question 38:

  Which mobile application does field service use?

  A. Now Mobile

  B. Mobile Agent

  C. Mobile Studio

  D. Mobile Onboarding

  Correct Answer: B

  https://docs.servicenow.com/en-US/bundle/utah-field-service-management/page/product/field-service- management/concept/work-offline-fieldservice-mobile.html

• Question 39:

  What assignment method uses this calculation for task assignment '(Criteria_1 rating x Criteria_1 weight) / total criterion weight + (Critena_2 rating x Critena_2 weight) / total criterion weight + (Critena_3 rating x Criteria_3 weight) / total of criterion weight'?

  A. Dynamic scheduling

  B. Manual task assignment

  C. Auto-assignment

  D. Workflow task assignment

  Correct Answer: A

• Question 40:

  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

  Correct Answer: B