ServiceNow ServiceNow Certifications CIS-FSM Questions & Answers

• Question 41:

  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

  Correct Answer: A

  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 42:

  Transfer order line tasks are used to move which type of record through the asset shipment and drop-off transfer process?

  A. Transfer order line

  B. Consumable model

  C. Work order task

  D. Part requirement

  Correct Answer: D

• Question 43:

  What is used to estimate distance and time to determine the best route for an agent if Google Maps API is not configured?

  A. Manual calculations

  B. Pre-defined routes

  C. Straight line estimates

  D. It cannot be estimated

  Correct Answer: C

• Question 44:

  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

  Correct Answer: B

  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)

• Question 45:

  What is used to categorize different types of work for time reporting?

  A. Time Cards

  B. Rate Types

  C. Rate Models

  D. Rate Lines

  Correct Answer: B

• Question 46:

  Which ServiceNow integrations for Field Service Management (FSM) are available? (Choose two.)

  A. FSM integration with Project Portfolio Management (PPM)

  B. Work Order Management integration

  C. Asset Management integration

  D. Outlook Calendar Integration

  E. Customer Service Management (CSM) Integration

  Correct Answer: AE

• Question 47:

  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

  Correct Answer: C

• Question 48:

  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

  Correct Answer: B

  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 49:

  What can be used to separate field service management data, processes, and administrative tasks into logical groupings called domains?

  A. Bucketing

  B. Domain separation

  C. Domain scheduling

  D. Groups

  Correct Answer: B

• Question 50:

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

  A. Type of work not preferred

  B. Skills mismatch

  C. Not a preferred customer

  D. Parts unavailable

  Correct Answer: BD