ServiceNow ServiceNow Certifications CIS-FSM Questions & Answers

• Question 61:

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

  A. Not a preferred customer

  B. Type of work not preferred

  C. Parts unavailable

  D. Customer unavailable

  E. Skills mismatch

  F. Schedule conflict

  Correct Answer: CDEF

• Question 62:

  What can customer service agents use to create and view associated work order tasks for customer cases?

  A. Agent workbench

  B. Service portal

  C. Agent workspace

  D. Dispatcher workspace

  Correct Answer: C

• Question 63:

  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

  Correct Answer: A

• Question 64:

  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

  Correct Answer: C

• Question 65:

  What does it mean when you set a work order task as an upstream task?

  A. The downstream task must be approved before completing an upstream task

  B. The task must be completed before any downstream tasks can be started

  C. The task is dependent on another work order request

  D. The task cannot he started until any upstream tasks have been completed

  Correct Answer: B

  https://docs.servicenow.com/fr-FR/bundle/tokyo-field-service-management/page/product/planning-and-policy/task/t_SetAnUpstreamTask.html

• Question 66:

  What feature reorders an agent's tasks for the day as efficiently as possible, using either geolocation or straight-line estimation?

  A. Dynamic Scheduling

  B. Route Optimization

  C. Dispatch Workflow

  D. Appointment Booking

  Correct Answer: B

  https://docs.servicenow.com/fr-FR/bundle/sandiego-field-service-management/page/product/planning-and- policy/concept/c_AutoRouting_1.html

• Question 67:

  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

  Correct Answer: A

• Question 68:

  In the context of time recording, “Out of office”, “Meeting”, and “Training” are examples of what?

  A. Labor rate cards

  B. Time sheet policies

  C. Time worked categories

  D. Standard rate types

  Correct Answer: C

• Question 69:

  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

  Correct Answer: C

• Question 70:

  What state do work order tasks need to be in for dynamic scheduling to assign them?

  A. Quali ed

  B. Ready for dispatch

  C. Pending dispatch

  D. Approved

  Correct Answer: C