ServiceNow ServiceNow Certifications CIS-FSM Questions & Answers

• Question 51:

  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

  Correct Answer: A

  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 52:

  Map page markers, map filters, and map data are key components of what?

  A. Territory Management

  B. Geolocation

  C. Dispatcher Workspace

  D. Advanced Map Pages

  Correct Answer: D

  https://docs.servicenow.com/bundle/vancouver-platform-user-interface/page/administer/navigation-and- ui/concept/c_MapPages.html

• Question 53:

  Where can dispatchers view the location history of field agents to track and review their activities over a historical period?

  A. Agent Location History Map

  B. Territory Management

  C. Dispatch Map

  D. My Dispatch Queue

  Correct Answer: A

  View the location history map of field service agents to track and review their activities over a historical period.

  https://docs.servicenow.com/bundle/vancouver-field-service-management/page/product/field-service- management/task/view_agent_location_history_map.html

  Note: Agent tracking features are available with the Field Service Management - Customer Experience plugin, which requires the Customer Service with Field Service Management and Notify - Twilio Direct Driver plugins. Twilio or other

  service provider with Notify needs to be configured.

  source : FSM ebook - (p.297)

• Question 54:

  When sourcing a part, the From Stockroom field is auto-populated with a default stockroom location, only if: (Choose three.)

  A. The parts scheduling plugin is activated

  B. The Reserve parts in agent stockroom configuration option is enabled

  C. The field agent has preferred stockrooms defined

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

  E. The part is available in the assignment group's stockroom

  Correct Answer: BDE

  Enable Reserve parts in agent stockroom to automatically reserve required parts in the agent stockroom when scheduling and rescheduling work order tasks.

  Souce : FSM ebook - [ Parts Requirements - (p.96)]

  The From Stockroom field is auto-populated with a default stockroom location, only if the part is available in the agent's personal stockroom or assignment group stockroom. You can specify a different stockroom location, if needed.

  Source : https://docs.servicenow.com/bundle/vancouver-field-service-management/page/product/planning-and-policy/task/create-transfer- order.html

• Question 55:

  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

  Correct Answer: AD

  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 56:

  What determines if a rejected task is dynamically assigned to the same agent in the next 24 hours or not?

  A. A system properly

  B. Unassignment constraints

  C. Agent task rejection preferences

  D. Multiple assignment rules

  Correct Answer: A

  The rejected task is not dynamically scheduled to the same agent for the next 24 hours. This is controlled by the work.management.rejected.technician.duration system property. However, as an agent you can manually assign the work order task back to yourself or as a dispatcher you can assign it back to the same agent.

  https://docs.servicenow.com/en-US/bundle/vancouver-field-service-management/page/product/planning-and- policy/task/t_AcceptOrRejectAWorkOrderTask.html

• Question 57:

  What phase in the baseline ServiceNow field service management process lifecycle immediately precedes the scheduling and dispatch phase?

  A. Initiation

  B. Qualification

  C. Analyze and Improve

  D. Delivery and Confirmation

  Correct Answer: B

  Phases: initiation> qualification> scheduling and dispatch> delivery and confirmation> analyze and improve

• Question 58:

  Location, skills, and availability are used to determine what?

  A. The best field agent for a task

  B. Customer preferred technicians

  C. Work order qualification

  D. Agent schedules

  Correct Answer: A

• Question 59:

  Field Service Management (FSM) is a solution for anything that uses which of the following? (Choose three.)

  A. Problems

  B. Skills

  C. Locations

  D. Time

  E. Requests

  F. Incidents

  Correct Answer: BCD

• Question 60:

  Reactive, Planned, and Predictive are examples of what?

  A. Work order templates

  B. Field service products

  C. Field service models

  D. ServiceNow maturity levels

  Correct Answer: C