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CIS-FSM Sample Questions Answers

Questions 4

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

Options:

A.

Not a preferred customer

B.

Type of work not preferred

C.

Parts unavailable

D.

Customer unavailable

E.

Stalls mismatch

F.

Schedule conflict

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Questions 5

When defining a maintenance schedule, what type of trigger would you use for work to be performed based on time and count?

Options:

A.

Meter and Script

B.

Duration or Meter

C.

Script and Duration

D.

Duration or Script

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Questions 6

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

Options:

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

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Questions 7

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?

Options:

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

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Questions 8

Which operational role is responsible for managing field agent skills?

Options:

A.

wm_admin

B.

wm_dispatcher

C.

wm_qualifier

D.

wm_manager

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Questions 9

When configuring dynamic scheduling, what can you use or create to identify specific lists of tasks?

Options:

A.

Schedules

B.

Assignment filters

C.

Task filters

D.

Agent filters

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Questions 10

As it pertains to dynamic scheduling, what is this an example of government customers are higher rank and private sector customers are lower?

Options:

A.

Task ordering rule

B.

Task filler

C.

Un-assignment constraint

D.

Matching criteria

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Questions 11

Which ServiceNow integrations for Field Service Management (FSM) are available? (Choose two.)

Options:

A.

FSIVI integration with Project Portfolio Management (PPM)

B.

Work Order Management integration

C.

Asset Management integration

D.

Outlook Calendar Integration

E.

Customer Service Management (CSM) Integration

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Questions 12

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

Options:

A.

Territory Management

B.

Geolocation

C.

Dispatcher Workspace

D.

Advanced Map Pages

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Questions 13

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

Options:

A.

75

B.

100

C.

50

D.

25

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Questions 14

Configuring SMS notifications to customers that include an agent's current location and estimated time of arrival depends on which plugins? (Choose two.)

Options:

A.

Notify - Twilio Direct Driver

B.

Notification Preferences for Field Service

C.

Push Notifications for Field Service

D.

Field Service Management - Customer Experience

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Questions 15

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?

Options:

A.

Time sheet portal

B.

Worker portal

C.

Resource workbench

D.

Planning console

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Questions 16

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

Options:

A.

Predictive

B.

Project

C.

Reactive

D.

Planned

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Questions 17

What controls the visibility of the ‘Optimize route’ option in the more actions menu in the agent card on dispatcher workspace?

Options:

A.

Ul action

B.

Client script

C.

Business rule

D.

System property

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Questions 18

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

Options:

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

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Questions 19

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?

Options:

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

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Questions 20

What needs to be enabled in the field service configuration order to allow customers to digitally sign and confirm work orders?

Options:

A.

Work notes are required to close a task

B.

Managed documents and task activities

C.

Signature Capture and PDF Order Summary

D.

Copy task work notes to request

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Questions 21

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

Options:

A.

Work order templates

B.

Appointment booking

C.

Dynamic scheduling

D.

Service level agreements

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Questions 22

What scheduled job considers the tasks assigned to or accepted by agents on the current date and automatically enhances the routes for those tasks?

Options:

A.

Calc Estimated Duration Assigned to

B.

Process Dynamic Scheduling Auto Assignment

C.

Show Auto Route

D.

Optimize Task Routing

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Questions 23

As it pertains to time recording, FSM Rate Card Task Work (Billable) and FSM Rate Card Task Work OT (Billable), are examples of what?

Options:

A.

Time worked

B.

Labor rate cards

C.

Rate types

D.

Time cards

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Questions 24

Where can you control the maximum number of tasks that can be selected when manually running dynamic scheduling?

Options:

A.

Field service assignment configuration

B.

Dynamic scheduling system properties

C.

Central dispatch configuration

D.

Dynamic scheduling configuration

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Questions 25

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

Options:

A.

A system properly

B.

Unassignment constraints

C.

Agent task rejection preferences

D.

Multiple assignment rules

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Exam Code: CIS-FSM
Exam Name: ServiceNow Certified Field Service Management (FSM) Implementation Specialist
Last Update: May 21, 2024
Questions: 86
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