ServiceNow FSM CIS Exam Questions With Complete
Solutions
2 methods to determine appointment availability Correct
Answer - Number of appointments per slot: Used if task
assignment method is "Manual"
- Scripted: Used if assignment method is set to "auto
assignment" or "dynamic scheduling"
A field agent can access knowledge articles from offline mode.
A. True
B. False Correct Answer A. True
A field service model including break-fixes Correct Answer
Reactive
A field service model that allows companies to schedule work
automatically Correct Answer Planned
A field service model that involves execution of related tasks
over a fixed period of time Correct Answer Project
A field service model that requires proactive monitoring
Correct Answer Predictive
A pre-defined task filter that determines which tasks will display
in the task panel Correct Answer Task Panel Dispatcher Filters
A qualifier must review and qualify each of the work order
tasks, before the work order state can be advanced to
"Qualified"?
,A. True
B. False Correct Answer A. True
A safety checklist before starting work on a task or an inspection
questionnaire before completing a task are examples of what?
A. Knowledge Articles
B. Questionnaires
C. Work notes
D. Closure notes Correct Answer B. Questionnaires
A work order can move to the "pending dispatch" state even
without a dispatch group assigned?
A. True
B. False Correct Answer B. False
The work order task cannot progress to the "Pending Dispatch"
state if no dispatch group is assigned.
Dispatch groups are filtered based on location coverage.
Agents can record time worked for a task before or after
completing the task?
A. True
B. False Correct Answer A. True
Assigning work order tasks to field agents, based on criteria
such as proximity, availability, skills, parts, etc Correct Answer
Dispatch
,Assuming manual qualification method is enabled, when a work
order is created using a work order template, the work order
automatically advances to which state?
A. Ready for dispatch
B. Assigned
C. Accepted
D. Awaiting Qualification
E. Qualified Correct Answer E. Qualified
Business process step which involves reviewing the work order
tasks to ensure each contains the proper and necessary
information for work to be performed. Correct Answer
Qualification
By default time cards are automatically created when you start
working on a task
A. True
B. False Correct Answer B. False
A system property must be enabled for this to occur. It is
disabled by default.
Can you customize the script in the optimize task routing
scheduled job? Correct Answer No the client script cannot be
customized, it already reflects the most optimal algorithm.
Child records to the parent work order request Correct Answer
Work Order Tasks
, Confirm Assignment Popup window categories Correct Answer
- Assigned: Dynamic Scheduling can find a suitable agent and
recommends the task for assignment
- Unassigned: Tasks that were previously assigned, have been
unassigned to allow for the assignment of tasks, and have not yet
been reassigned
- Reassigned: Tasks that were previously assigned and have
been reassigned to a different agent or time slot to allow for the
assignment of selected tasks
- Not assigned: Dynamic scheduling cannot find a suitable agent
and the task remains unassigned. Tasks that do not match the
filter also appear in this category
Creates work orders and assigns a qualification group. Correct
Answer Field Service Initiator [wm_initiator]
Customers can digitally sign and confirm for work orders that
are in which states?
A. Assigned
B. Closed Complete
C. Cancelled
D. Closed Incomplete Correct Answer B. Closed Complete
D. Closed Incomplete
Dispatchers can dispatch work order tasks using which of the
following methods?
A. My Dispatch Queue
B. Team Calendar
Solutions
2 methods to determine appointment availability Correct
Answer - Number of appointments per slot: Used if task
assignment method is "Manual"
- Scripted: Used if assignment method is set to "auto
assignment" or "dynamic scheduling"
A field agent can access knowledge articles from offline mode.
A. True
B. False Correct Answer A. True
A field service model including break-fixes Correct Answer
Reactive
A field service model that allows companies to schedule work
automatically Correct Answer Planned
A field service model that involves execution of related tasks
over a fixed period of time Correct Answer Project
A field service model that requires proactive monitoring
Correct Answer Predictive
A pre-defined task filter that determines which tasks will display
in the task panel Correct Answer Task Panel Dispatcher Filters
A qualifier must review and qualify each of the work order
tasks, before the work order state can be advanced to
"Qualified"?
,A. True
B. False Correct Answer A. True
A safety checklist before starting work on a task or an inspection
questionnaire before completing a task are examples of what?
A. Knowledge Articles
B. Questionnaires
C. Work notes
D. Closure notes Correct Answer B. Questionnaires
A work order can move to the "pending dispatch" state even
without a dispatch group assigned?
A. True
B. False Correct Answer B. False
The work order task cannot progress to the "Pending Dispatch"
state if no dispatch group is assigned.
Dispatch groups are filtered based on location coverage.
Agents can record time worked for a task before or after
completing the task?
A. True
B. False Correct Answer A. True
Assigning work order tasks to field agents, based on criteria
such as proximity, availability, skills, parts, etc Correct Answer
Dispatch
,Assuming manual qualification method is enabled, when a work
order is created using a work order template, the work order
automatically advances to which state?
A. Ready for dispatch
B. Assigned
C. Accepted
D. Awaiting Qualification
E. Qualified Correct Answer E. Qualified
Business process step which involves reviewing the work order
tasks to ensure each contains the proper and necessary
information for work to be performed. Correct Answer
Qualification
By default time cards are automatically created when you start
working on a task
A. True
B. False Correct Answer B. False
A system property must be enabled for this to occur. It is
disabled by default.
Can you customize the script in the optimize task routing
scheduled job? Correct Answer No the client script cannot be
customized, it already reflects the most optimal algorithm.
Child records to the parent work order request Correct Answer
Work Order Tasks
, Confirm Assignment Popup window categories Correct Answer
- Assigned: Dynamic Scheduling can find a suitable agent and
recommends the task for assignment
- Unassigned: Tasks that were previously assigned, have been
unassigned to allow for the assignment of tasks, and have not yet
been reassigned
- Reassigned: Tasks that were previously assigned and have
been reassigned to a different agent or time slot to allow for the
assignment of selected tasks
- Not assigned: Dynamic scheduling cannot find a suitable agent
and the task remains unassigned. Tasks that do not match the
filter also appear in this category
Creates work orders and assigns a qualification group. Correct
Answer Field Service Initiator [wm_initiator]
Customers can digitally sign and confirm for work orders that
are in which states?
A. Assigned
B. Closed Complete
C. Cancelled
D. Closed Incomplete Correct Answer B. Closed Complete
D. Closed Incomplete
Dispatchers can dispatch work order tasks using which of the
following methods?
A. My Dispatch Queue
B. Team Calendar
