FSM - ServiceNow Field Service Management (Paris) Study
questions for the FSM-CIS certification. With Complete
Solutions
'Next run time' field Correct Answer Does not display the same
time as that set for executing planned maintenance.
"Closed Complete" or "Closed Incomplete" Correct Answer
Final status. When customer is presented an order summary.
"Less is better" Correct Answer The lower the value of the
criteria, the higher a ranking will be assigned. Good choice for
"Distance From Task" or "Current workload" matching criteria.
8-5 weekdays Correct Answer Default Agent Work Schedule.
A block of time that a field agent available for work Correct
Answer Work Block
A smaller set of tasks is calculated, and Unrouted tasks are set to
pending dispatch state. Correct Answer What happens when
using route optimization, in the case that route of all tasks
cannot satisfy time constraints of an agent's schedule.
A task dependency can override the task ordering rules when:
Correct Answer A task with one or more downstream tasks
cannot be unassigned.
If a downstream task is assigned and the upstream task gets
reassigned, dynamic scheduling attempts assign the upstream
task before the start of the downstream task.
,If a task has an upstream task that is unassigned, the downstream
task does not get assigned.
If a task has an upstream task that is assigned, the downstream
task does not start until the upstream task is completed.
If a task has an upstream task that is assigned a lower priority,
the downstream task is not assigned until the upstream task is
assigned.
Accepted (wo task) Correct Answer FS agent accepted this
assigned task. If rejected instead, task state returns to 'Pending
Dispatch'.
Agent (wm_agent) Correct Answer Performs work and records
details in WO form, parts used and expenses.
Agent location history map Correct Answer Allows user to
track and review agent activities over a historical period.
Agent Rating (wm_agent_rating) Correct Answer Stores the
agent rating record for FSM Customer Experience.
All work order tasks have been qualified Correct Answer The
work order can now be dispatched.
Analyze and Improve lifecycle process Correct Answer
Utilizes machine learning to improve efficiency and requires a
Performance Analytics license.
API required for Geolocation Correct Answer Google Maps
API for Business
, App for field agents and dispatchers Correct Answer Agent
Mobile
Applet screen layout Correct Answer Two predefined screen
patterns are provided. They cannot be customized nor copied.
New patterns cannot be created.
Appointment time zone Correct Answer Set by (in order)
- location of the service, or
- current user, or
- system time zone
Approval for new request required Correct Answer When
disabled, agents are not given the option to reject an assignment.
Set on the FS Configuration screen - Business Process tab.
Approver user (wm_approver_user) Correct Answer Approves
work orders before they are qualified or assigned to field service
agents.
Assigned (wo task) Correct Answer Dispatcher assigned a FS
agent to the task.
Assigned (work order) Correct Answer Dispatcher has
assigned one or more WO tasks to a field service agent.
At least one WO Task Correct Answer OOB WOs must each
have this.
Auto Assignment Frequency Correct Answer Immediate or
Interval
questions for the FSM-CIS certification. With Complete
Solutions
'Next run time' field Correct Answer Does not display the same
time as that set for executing planned maintenance.
"Closed Complete" or "Closed Incomplete" Correct Answer
Final status. When customer is presented an order summary.
"Less is better" Correct Answer The lower the value of the
criteria, the higher a ranking will be assigned. Good choice for
"Distance From Task" or "Current workload" matching criteria.
8-5 weekdays Correct Answer Default Agent Work Schedule.
A block of time that a field agent available for work Correct
Answer Work Block
A smaller set of tasks is calculated, and Unrouted tasks are set to
pending dispatch state. Correct Answer What happens when
using route optimization, in the case that route of all tasks
cannot satisfy time constraints of an agent's schedule.
A task dependency can override the task ordering rules when:
Correct Answer A task with one or more downstream tasks
cannot be unassigned.
If a downstream task is assigned and the upstream task gets
reassigned, dynamic scheduling attempts assign the upstream
task before the start of the downstream task.
,If a task has an upstream task that is unassigned, the downstream
task does not get assigned.
If a task has an upstream task that is assigned, the downstream
task does not start until the upstream task is completed.
If a task has an upstream task that is assigned a lower priority,
the downstream task is not assigned until the upstream task is
assigned.
Accepted (wo task) Correct Answer FS agent accepted this
assigned task. If rejected instead, task state returns to 'Pending
Dispatch'.
Agent (wm_agent) Correct Answer Performs work and records
details in WO form, parts used and expenses.
Agent location history map Correct Answer Allows user to
track and review agent activities over a historical period.
Agent Rating (wm_agent_rating) Correct Answer Stores the
agent rating record for FSM Customer Experience.
All work order tasks have been qualified Correct Answer The
work order can now be dispatched.
Analyze and Improve lifecycle process Correct Answer
Utilizes machine learning to improve efficiency and requires a
Performance Analytics license.
API required for Geolocation Correct Answer Google Maps
API for Business
, App for field agents and dispatchers Correct Answer Agent
Mobile
Applet screen layout Correct Answer Two predefined screen
patterns are provided. They cannot be customized nor copied.
New patterns cannot be created.
Appointment time zone Correct Answer Set by (in order)
- location of the service, or
- current user, or
- system time zone
Approval for new request required Correct Answer When
disabled, agents are not given the option to reject an assignment.
Set on the FS Configuration screen - Business Process tab.
Approver user (wm_approver_user) Correct Answer Approves
work orders before they are qualified or assigned to field service
agents.
Assigned (wo task) Correct Answer Dispatcher assigned a FS
agent to the task.
Assigned (work order) Correct Answer Dispatcher has
assigned one or more WO tasks to a field service agent.
At least one WO Task Correct Answer OOB WOs must each
have this.
Auto Assignment Frequency Correct Answer Immediate or
Interval
