ServiceNow CIS - Field Service (Orlando) Questions With
Complete Solutions
(Criteria_1 rating x Criteria_1 weight) / total criterion weight +
(any additional criteria calculations) Correct Answer What
calculation does Dynamic scheduling use for overall agent
ranking?
/tcp Correct Answer What is the Time Sheet Portal URL
suffix?
1. A specified time interval
2. Meters or usage Correct Answer What two elements can
Work Orders be based on with regards to maintenance?
1. create a work order template for appointment booking
2. configure appointment booking record producer
3. enable the appointment book variable set
4. configure the appointment booking application and service
Correct Answer What are the 4 steps when configuring
Appointment Booking?
1. create or update request by inbound email
2. create requests using catalog and form or form only
3. templates create a dedicated catalog item Correct Answer
What are the Catalog and Request Creation actions you can
configure for Field Service Business Process?
1. maintenance plan
2. maintenance schedule Correct Answer What are the two
components required for a Maintenance plan?
,1. maps may not be applicable for universities or corporation
campuses
2. tracking of field agent location may be prohibited
3. google maps may not be preferred outside of the US Correct
Answer What are a few considerations when using FSM add-
ons?
1. open the work order task
2. select an Assignment Group or click Auto-Dispatch group
3. select an individual technician Correct Answer What are the
(3) steps for manually assigning work order tasks?
1. remind Field Agents to go offline and/or sync, then send them
reminder emails
2. reject 'Other' reason Correct Answer What are a couple of
offline agent considerations?
1. select a set of tasks to run dynamic scheduling on
2. order tasks by ordering rules
3. un-assign a previously assigned task based on ordering rules
4. agent selection based on selection criteria, skills, and travel
time
5. re-assign tasks when agent has time-off Correct Answer
What specific abilities does Dynamic Scheduling provide?
1. Select an unassigned task, click Auto-Assign
2. Drag an unassigned task on top of an Assigned or Accepted
task Correct Answer Name a few ways to dynamically
schedule tasks via Central Dispatch...
,1. start with the end in mind
2. know what you want to measure
3. change the way you work, change your expectations
4. involve the field in decision and implementation (critical!)
5. start gradually; don't over-engineer!
6. scheduling is a plan, not perfection
7. have a process improvement loop Correct Answer What are
the industry good practices for FSM?
1. task with downstream
2. would break SLA in next 5 hours
3. parts sourced Correct Answer What are the 3 un-assignment
constraints provided?
1. things needing maintenance (asset, product model, location)
2. maintenance to be performed Correct Answer What does a
maintenance plan specify?
1. track agent travel time
2. require work notes on closed/cancel
3. copy task work notes to request Correct Answer What are
the Lifecycle actions you can configure for Field Service
Business Process?
1. view agents and their tasks for a route
2. filter tasks by state
3. filter agents by assignment group
4. view real-time locations of agents
5. update tasks
6. assign tasks
, 7. view agents tasks in order of scheduled start time, including
travel from previous task
8. view agents route for a selected date on a map
9. optimize agent's route for a selected date Correct Answer
What can a Dispatcher view/do from the Dispatch Map view?
4; Auto-assignment, Workflow, Manual, Dynamic Scheduling
Correct Answer How many ways can you assign a task (and
what are they)?
50 Correct Answer What is the recommended max number of
tasks that can be selected when running Dynamic Scheduling?
A Dashboard Group Correct Answer What is needed to create a
new dashboard?
A maintenance plan uses a work order template to run according
to its schedule Correct Answer Why is a work order template
required for a maintenance plan?
A new or existing work order template Correct Answer What is
required for a Schedule Template to crate a work order and/a
work order task(s)?
A reason Correct Answer What is required when you mark a
Work Order task as Closed Incomplete?
A smaller set of tasks Correct Answer If a route of all tasks
cannot satisfy time constraints, what is calculated?
Complete Solutions
(Criteria_1 rating x Criteria_1 weight) / total criterion weight +
(any additional criteria calculations) Correct Answer What
calculation does Dynamic scheduling use for overall agent
ranking?
/tcp Correct Answer What is the Time Sheet Portal URL
suffix?
1. A specified time interval
2. Meters or usage Correct Answer What two elements can
Work Orders be based on with regards to maintenance?
1. create a work order template for appointment booking
2. configure appointment booking record producer
3. enable the appointment book variable set
4. configure the appointment booking application and service
Correct Answer What are the 4 steps when configuring
Appointment Booking?
1. create or update request by inbound email
2. create requests using catalog and form or form only
3. templates create a dedicated catalog item Correct Answer
What are the Catalog and Request Creation actions you can
configure for Field Service Business Process?
1. maintenance plan
2. maintenance schedule Correct Answer What are the two
components required for a Maintenance plan?
,1. maps may not be applicable for universities or corporation
campuses
2. tracking of field agent location may be prohibited
3. google maps may not be preferred outside of the US Correct
Answer What are a few considerations when using FSM add-
ons?
1. open the work order task
2. select an Assignment Group or click Auto-Dispatch group
3. select an individual technician Correct Answer What are the
(3) steps for manually assigning work order tasks?
1. remind Field Agents to go offline and/or sync, then send them
reminder emails
2. reject 'Other' reason Correct Answer What are a couple of
offline agent considerations?
1. select a set of tasks to run dynamic scheduling on
2. order tasks by ordering rules
3. un-assign a previously assigned task based on ordering rules
4. agent selection based on selection criteria, skills, and travel
time
5. re-assign tasks when agent has time-off Correct Answer
What specific abilities does Dynamic Scheduling provide?
1. Select an unassigned task, click Auto-Assign
2. Drag an unassigned task on top of an Assigned or Accepted
task Correct Answer Name a few ways to dynamically
schedule tasks via Central Dispatch...
,1. start with the end in mind
2. know what you want to measure
3. change the way you work, change your expectations
4. involve the field in decision and implementation (critical!)
5. start gradually; don't over-engineer!
6. scheduling is a plan, not perfection
7. have a process improvement loop Correct Answer What are
the industry good practices for FSM?
1. task with downstream
2. would break SLA in next 5 hours
3. parts sourced Correct Answer What are the 3 un-assignment
constraints provided?
1. things needing maintenance (asset, product model, location)
2. maintenance to be performed Correct Answer What does a
maintenance plan specify?
1. track agent travel time
2. require work notes on closed/cancel
3. copy task work notes to request Correct Answer What are
the Lifecycle actions you can configure for Field Service
Business Process?
1. view agents and their tasks for a route
2. filter tasks by state
3. filter agents by assignment group
4. view real-time locations of agents
5. update tasks
6. assign tasks
, 7. view agents tasks in order of scheduled start time, including
travel from previous task
8. view agents route for a selected date on a map
9. optimize agent's route for a selected date Correct Answer
What can a Dispatcher view/do from the Dispatch Map view?
4; Auto-assignment, Workflow, Manual, Dynamic Scheduling
Correct Answer How many ways can you assign a task (and
what are they)?
50 Correct Answer What is the recommended max number of
tasks that can be selected when running Dynamic Scheduling?
A Dashboard Group Correct Answer What is needed to create a
new dashboard?
A maintenance plan uses a work order template to run according
to its schedule Correct Answer Why is a work order template
required for a maintenance plan?
A new or existing work order template Correct Answer What is
required for a Schedule Template to crate a work order and/a
work order task(s)?
A reason Correct Answer What is required when you mark a
Work Order task as Closed Incomplete?
A smaller set of tasks Correct Answer If a route of all tasks
cannot satisfy time constraints, what is calculated?
