ServiceNow CIS-FSM Online Practice Questions and Exam Preparation

ServiceNow CIS-FSM Online Questions & Answers

• Question 51:

  What sets and enforces the order in which a single field agent or multiple field agents perform the tasks assigned to them?

  A. Work Order Qualification
  B. Circular relationships
  C. Work Order Dependencies
  D. Work order templates
  C. Work Order Dependencies

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  Explanation/Reference:

• Question 52:

  As it pertains to dynamic scheduling configuration, if you are ranking agents based on the number of parts available in the agent stockroom, which matching criterion should you configure in the task filters?

  A. Matching Mandatory Parts for Dynamic Scheduling
  B. Matching Agents With Most Parts For Dynamic Scheduling
  C. Matching Skills for Dynamic Scheduling
  D. Matching Skill Level Gap for Dynamic Scheduling
  A. Matching Mandatory Parts for Dynamic Scheduling

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  Explanation/Reference:

• Question 53:

  What field service model is used for maintenance at regular intervals?

  A. Predictive
  B. Project
  C. Reactive
  D. Planned
  D. Planned

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  Explanation/Reference:

  Planned Maintenance uses maintenance plans to trigger the creation of work orders or facilities requests. These work orders and facilities request specify how to perform maintenance on devices and vehicles, or just about any type of asset

  that requires maintenance. Work orders and requests can be based on:

  A specified time interval. For example, after a number of months since the previous maintenance was performed Meters or usage. For example, after a specified number of pages are printed or a specified number of miles are driven.

  https://docs.servicenow.com/bundle/vancouver-service-management-for-the-enterprise/page/product/service-management-planned- maintenance/concept/c_SMPlanMaint.html

• Question 54:

  As it pertains to dynamic scheduling system properties, what is the recommended maximum number of tasks that can be selected when running dynamic scheduling manually?

  A. 40
  B. 20
  C. 30
  D. 50
  D. 50

• Question 55:

  What is used to organize work into tasks and can also be published in the service catalog as catalog items?

  A. Work order templates
  B. Appointment booking
  C. Dynamic scheduling
  D. Service level agreements
  A. Work order templates

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  Explanation/Reference:

  Selected Answer: A Routine requests or tasks that happen frequently and even predictably can be facilitated using work order templates. Users with the wm_admin or model_manager role can create, edit, and delete work order templates and work order task templates.

  Templates are configured by defining the values auto-populated into selected fields in a record and creating the tasks.

  You can also attach a knowledge article to a work order template, which may contain installation guides, maintenance procedures, etc.

  Templates can also be displayed and selected as items in a service catalog for easy selection and tracking utilization. The Templates create a dedicated catalog item setting must be enabled in the field service configuration.

  Source : FSM ebook - [Work Order Templates - (p.122)]

• Question 56:

  How do you prevent a task which has been rejected by an agent from being dynamically assigned to the same agent in the next 24 hours?

  A. Configure custom assignment rules
  B. Configure the rejected technician duration system property
  C. Configure unassignment constraints for dynamic scheduling
  D. Configure agent task rejection preferences
  B. Configure the rejected technician duration system property

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  Explanation/Reference:

• Question 57:

  What can field agents use to record time spent on tasks on a day-to-day basis and submit the time sheet in a single action?

  A. Time sheet portal
  B. Worker portal
  C. Resource workbench
  D. Planning console
  A. Time sheet portal

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  Explanation/Reference:

• Question 58:

  What does dynamic scheduling use to stack rank each field agent to determine the best agent for routing?

  A. Task ranking rules
  B. Ranking method
  C. Distance from task
  D. Execution order
  B. Ranking method

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  Explanation/Reference:

• Question 59:

  What allows for more accurately tracking agent's locations through mobile devices?

  A. Geolocation
  B. Work groups
  C. Work order templates
  D. Service level agreements
  A. Geolocation

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  Explanation/Reference:

• Question 60:

  When using the dispatcher workspace integration with dynamic scheduling, if a dispatcher drags a lower priority task over a higher priority task, what will occur?

  A. Both tasks are automatically-reassigned
  B. Both tasks are automatically assigned
  C. A warning is displayed and dispatcher con rmation is required
  D. The higher priority task is automatically reassigned
  C. A warning is displayed and dispatcher con rmation is required

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  Explanation/Reference: