ServiceNow ServiceNow Certifications CIS-FSM Questions & Answers

• Question 71:

  When using territory management, what can field service admins assign to an individual or group?

  A. Skills

  B. Parts

  C. Routes

  D. Locations

  Correct Answer: D

  https://docs.servicenow.com/bundle/utah-field-service-management/page/product/work-management/concept/c_TerritoryManagement.html Territory management allows the assignment of a set of geographical locations to an individual or group. This assignment creates a territory.

• Question 72:

  Where can dispatchers view real-time locations of agents?

  A. Agent map

  B. My task map

  C. Manager map

  D. Dispatch map

  Correct Answer: D

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

• Question 73:

  How are dispatch groups that can be selected from work order tasks filtered?

  A. By Manager

  B. By Location coverage

  C. By Group type

  D. By Group members

  Correct Answer: B

• Question 74:

  Which operational role typically creates personal events for an agent's calendar?

  A. wm_manager

  B. wm_agent

  C. wm_dispatcher

  D. wm_admin

  Correct Answer: B

  Field Service Managers can create agent work schedules and calendar events, such as personal time off or meetings, for their field agents, although the field agents themselves typically perform these tasks.

  A work schedule includes a date range and a schedule type, such as day shift or evening shift.

  Field agents can have multiple work schedules.

• Question 75:

  Dispatcher workspace looks at which calendar to auto-assign tasks to agents based on availability?

  A. Outlook calendar

  B. Agent calendar

  C. Team calendar

  D. Google calendar

  Correct Answer: B

  https://docs.servicenow.com/bundle/utah-field-service-management/page/product/field-service-management/concept/using-dispatcher- workspace.html

• Question 76:

  When can work order tasks be dispatched?

  A. Parts have been sourced

  B. Field agent is assigned

  C. Customer books an appointment

  D. Dispatch group is assigned

  Correct Answer: A

  "When all of the associated work order tasks are qualified, the state of the parent work order changes to Qualified. If you have already sourced parts and created transfer order lines, then you are ready to begin dispatching the work order tasks to agents." https://docs.servicenow.com/bundle/vancouver-field-service-management/page/product/planning-and- policy/concept/c_DispatchWorkOrderTasks.html

• Question 77:

  What do administrators use to create questionnaires for work orders and work order tasks?

  A. Process Automaton Designer

  B. Targeted Communication

  C. Survey Designer

  D. Assessment Designer

  Correct Answer: C

  https://docs.servicenow.com/bundle/washingtondc-field-service-management/page/product/field-service-management/task/create- questionnaire-for-work-order.html

• Question 78:

  What state must a work order request be in to set dependencies for work order tasks?

  A. Draft

  B. Approved

  C. Qualified

  D. Waiting Approval

  E. Awaiting Qualification

  Correct Answer: A

  Dependencies can only be set for work order tasks in the Draft state. https://docs.servicenow.com/bundle/washingtondc-field-service-management/page/product/planning-and-policy/task/t_SetAnUpstreamTask.html

• Question 79:

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

  A. Predictive

  B. Project

  C. Reactive

  D. Planned

  Correct Answer: D

  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 80:

  A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?

  A. Reactive field service

  B. Internal field service

  C. External field service

  D. Predictive field service

  Correct Answer: B

  Internal Field Service is a service provided to company-owned and operated equipment or assets.

  Examples: banks maintaining and repairing their own ATMs, a retail chain store, and debt collection agencies.