ServiceNow CIS-FSM Online Practice Questions and Exam Preparation

ServiceNow CIS-FSM Online Questions & Answers

• Question 61:

  As it pertains to the Agent Feedback feature, ServiceNow calculates the average rating of a field agent and stores it in which table?

  A. kb_feedback_task_metric
  B. wm_agent_rating
  C. com_feedback
  D. asmt_metric
  B. wm_agent_rating

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  Explanation/Reference:

• Question 62:

  What is the recommended maximum number of tasks that can be selected when running dynamic scheduling manually?

  A. 75
  B. 100
  C. 50
  D. 25
  C. 50

• Question 63:

  If geolocation is not enabled, the agent's starting position for a given day defaults to what?

  A. The last task location for each field agent for a given day
  B. The first task location for each field agent for a given day
  C. The agent's home office location
  D. The geographic coordinates returned from the agent's mobile device
  D. The geographic coordinates returned from the agent's mobile device

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  Explanation/Reference:

• Question 64:

  Which operational role can view the calendars of team members to check availability, view the skill distribution, and create or edit skills of team members?

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

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  Explanation/Reference:

• Question 65:

  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
  B. Labor rate cards

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  Explanation/Reference:

  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 66:

  Users can be assigned work order tasks and edit these records if they: (Choose two.)

  A. Belong to the Dispatch Group the task is assigned to
  B. Are assigned the wm_edit role
  C. Are assigned the wm_agent role
  D. Belong to the Assignment Group the task is assigned to
  A. Belong to the Dispatch Group the task is assigned to
  D. Belong to the Assignment Group the task is assigned to

• Question 67:

  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
  C. Straight line estimates

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  Explanation/Reference:

• Question 68:

  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
  A. Agent Location History Map

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  Explanation/Reference:

  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 69:

  Reactive, Planned, and Predictive are examples of what?

  A. Work order templates
  B. Field service products
  C. Field service models
  D. ServiceNow maturity levels
  C. Field service models

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  Explanation/Reference:

• Question 70:

  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
  B. Skills mismatch
  D. Parts unavailable

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  Explanation/Reference: