Field Service Management ServiceNow CIS Exam with
All Correct & 100% Verified Answers| Latest Version|
Already Graded A+
What is Field Service? ✔Correct Answers--1. Any work requiring a field agent to fulfill a request on
location
2. Planning and delivery of services by a provider on location
3. Installation, repair, or regular maintenance of equipment and other assets
Why Use FSM over ITSM? ✔Correct Answers--1. Designed for work done offsite
2. Coordinate many field agents, in many locations
3. Parts requirements
4. Auto-scheduled maintenance/Dynamic Scheduling
5. Mobile geolocation task management and reporting
Why use Work Orders and Work Order Templates? ✔Correct Answers--Organize work into tasks
and simplify parts planning
Why use Scheduled Maintenance? ✔Correct Answers--Manage preventive maintenance of
customer assets. Automate creation of work orders based on triggers to eliminate/reduce asset
downtime
Why use Central Dispatch? ✔Correct Answers--Automate dispatch of tasks based on proximity,
availability, and skill-set
Why use Appointment Booking? ✔Correct Answers--Self-Service appointments for customers
Why use Geolocation? ✔Correct Answers--Manage field agents and work based on location
Why use Inventory Management? ✔Correct Answers--Parts requirements and sourcing in a single
repository for assets in stock and inventory control
Why use Mobile Application? ✔Correct Answers--1. Allows field agents to manage tasks, track
travel and work time, and check schedules.
2. Report work details with questionnaires and enable customer acknowledgement of completed
work with signature pad on mobile devices.
Why use Reporting and Performance Analytics? ✔Correct Answers--Gain real time understanding
of metrics (mean-time between failure, mean-time to repair) and optimize Field Service KPIs.
What are Company Assets? ✔Correct Answers--A company with multiple campuses/office
locations maintaining its own assets
Ex: Bank ATMs, Retail Chain Stores
What are Customer Assets? ✔Correct Answers--A company providing deployment services, or after
sales services to its customers.
,Ex: Equipment manufactures, maintenance service providers
What is an Internal Field Service? ✔Correct Answers--Equipment or asset owned or operated by
the organization providing the service.
An example for internal field service is a company with multiple locations maintaining its own assets,
e.g. on-demand dog walking, mobile security alarm response, and debt collection agencies
What is an External Field Service? ✔Correct Answers--Service provided for a customer, possibly for
an equipment or asset owned by the customer.
Ex: Equipment manufacturers, maintenance service providers
What are the Field Service Models? ✔Correct Answers--1. Reactive
2. Planned
3. Projects
4. Predictive
What are Field Service Management Solution Benefits? ✔Correct Answers--Improve Profits
through efficient agents
Meet SLAs
Capture inventory costs based on use and repairs
Increase productivity through inspection of assets before they break
Increase asset uptime via proactive maintenance of equip.
Recovery and reallocation of under utilized assets
Increase customer satisfaction scores
What are the Field Service Management processes? ✔Correct Answers--Work order and Task
creation
Parts Requirement
Work Assignment
Scheduling
Dispatch
Completion
Reporting of tasks
Activating Field Service Management plug also activates ________. ✔Correct Answers--Related
Plugins:
Service Management core
Agent Schedule
Appointment Booking
Central Dispatch
Dynamic Scheduling
Special Handling Notes
Questionnaire
Signature Pad
Mobile
How to add FSM to CMS portal? ✔Correct Answers--Activate plugins:
CMS User Interface - Service Management Core
Field Service Management CMS Portal
, How to activate FSM mobile application? ✔Correct Answers--Activate FSM Mobile plugin
Role for Manager? ✔Correct Answers--wm_manager
Role for Qualifier? ✔Correct Answers--wm_qualifier
Role for Dispatcher? ✔Correct Answers--wm_dispatcher
Role for Field Agent? ✔Correct Answers--wm_agent
What does the manager do? ✔Correct Answers--Reviews reports, metrics, and team performance
What does the Qualifier do? ✔Correct Answers--Reviews and refines work to be done
What does the Dispatcher do? ✔Correct Answers--Schedules appointments and assigns tasks to
agents
What does the Field Agent do? ✔Correct Answers--Performs work onsite and reports status
What does the Process owner do? ✔Correct Answers--Own and maintain the process. Typically a
Senior Manager
Users with what roles can create Work Orders? ✔Correct Answers--wm_initiator
wm_initiator_qualifier
Data import best practice? ✔Correct Answers--Clean up data going in rather than cleaning up bad
data later
Process lifecycle? ✔Correct Answers--Task driven
Dependency for task driven lifecycle, approval, and qualification? ✔Correct Answers--Enable state
flows
By default work orders must have at least _____ ✔Correct Answers--1 Work order task
What will prevent a work order from closing? ✔Correct Answers--Open work order tasks
T/F: Best practice to let agents reject tasks? ✔Correct Answers--False
States for Manual Qualification? ✔Correct Answers--Draft
Awaiting Qualification
Qualified
States for Automatic Qualification? ✔Correct Answers--Draft
Ready for Dispatch
What are the Auto assignment criterias/Dynamic scheduling ✔Correct Answers--Geolocation
Skills
Availability
Task windows
All Correct & 100% Verified Answers| Latest Version|
Already Graded A+
What is Field Service? ✔Correct Answers--1. Any work requiring a field agent to fulfill a request on
location
2. Planning and delivery of services by a provider on location
3. Installation, repair, or regular maintenance of equipment and other assets
Why Use FSM over ITSM? ✔Correct Answers--1. Designed for work done offsite
2. Coordinate many field agents, in many locations
3. Parts requirements
4. Auto-scheduled maintenance/Dynamic Scheduling
5. Mobile geolocation task management and reporting
Why use Work Orders and Work Order Templates? ✔Correct Answers--Organize work into tasks
and simplify parts planning
Why use Scheduled Maintenance? ✔Correct Answers--Manage preventive maintenance of
customer assets. Automate creation of work orders based on triggers to eliminate/reduce asset
downtime
Why use Central Dispatch? ✔Correct Answers--Automate dispatch of tasks based on proximity,
availability, and skill-set
Why use Appointment Booking? ✔Correct Answers--Self-Service appointments for customers
Why use Geolocation? ✔Correct Answers--Manage field agents and work based on location
Why use Inventory Management? ✔Correct Answers--Parts requirements and sourcing in a single
repository for assets in stock and inventory control
Why use Mobile Application? ✔Correct Answers--1. Allows field agents to manage tasks, track
travel and work time, and check schedules.
2. Report work details with questionnaires and enable customer acknowledgement of completed
work with signature pad on mobile devices.
Why use Reporting and Performance Analytics? ✔Correct Answers--Gain real time understanding
of metrics (mean-time between failure, mean-time to repair) and optimize Field Service KPIs.
What are Company Assets? ✔Correct Answers--A company with multiple campuses/office
locations maintaining its own assets
Ex: Bank ATMs, Retail Chain Stores
What are Customer Assets? ✔Correct Answers--A company providing deployment services, or after
sales services to its customers.
,Ex: Equipment manufactures, maintenance service providers
What is an Internal Field Service? ✔Correct Answers--Equipment or asset owned or operated by
the organization providing the service.
An example for internal field service is a company with multiple locations maintaining its own assets,
e.g. on-demand dog walking, mobile security alarm response, and debt collection agencies
What is an External Field Service? ✔Correct Answers--Service provided for a customer, possibly for
an equipment or asset owned by the customer.
Ex: Equipment manufacturers, maintenance service providers
What are the Field Service Models? ✔Correct Answers--1. Reactive
2. Planned
3. Projects
4. Predictive
What are Field Service Management Solution Benefits? ✔Correct Answers--Improve Profits
through efficient agents
Meet SLAs
Capture inventory costs based on use and repairs
Increase productivity through inspection of assets before they break
Increase asset uptime via proactive maintenance of equip.
Recovery and reallocation of under utilized assets
Increase customer satisfaction scores
What are the Field Service Management processes? ✔Correct Answers--Work order and Task
creation
Parts Requirement
Work Assignment
Scheduling
Dispatch
Completion
Reporting of tasks
Activating Field Service Management plug also activates ________. ✔Correct Answers--Related
Plugins:
Service Management core
Agent Schedule
Appointment Booking
Central Dispatch
Dynamic Scheduling
Special Handling Notes
Questionnaire
Signature Pad
Mobile
How to add FSM to CMS portal? ✔Correct Answers--Activate plugins:
CMS User Interface - Service Management Core
Field Service Management CMS Portal
, How to activate FSM mobile application? ✔Correct Answers--Activate FSM Mobile plugin
Role for Manager? ✔Correct Answers--wm_manager
Role for Qualifier? ✔Correct Answers--wm_qualifier
Role for Dispatcher? ✔Correct Answers--wm_dispatcher
Role for Field Agent? ✔Correct Answers--wm_agent
What does the manager do? ✔Correct Answers--Reviews reports, metrics, and team performance
What does the Qualifier do? ✔Correct Answers--Reviews and refines work to be done
What does the Dispatcher do? ✔Correct Answers--Schedules appointments and assigns tasks to
agents
What does the Field Agent do? ✔Correct Answers--Performs work onsite and reports status
What does the Process owner do? ✔Correct Answers--Own and maintain the process. Typically a
Senior Manager
Users with what roles can create Work Orders? ✔Correct Answers--wm_initiator
wm_initiator_qualifier
Data import best practice? ✔Correct Answers--Clean up data going in rather than cleaning up bad
data later
Process lifecycle? ✔Correct Answers--Task driven
Dependency for task driven lifecycle, approval, and qualification? ✔Correct Answers--Enable state
flows
By default work orders must have at least _____ ✔Correct Answers--1 Work order task
What will prevent a work order from closing? ✔Correct Answers--Open work order tasks
T/F: Best practice to let agents reject tasks? ✔Correct Answers--False
States for Manual Qualification? ✔Correct Answers--Draft
Awaiting Qualification
Qualified
States for Automatic Qualification? ✔Correct Answers--Draft
Ready for Dispatch
What are the Auto assignment criterias/Dynamic scheduling ✔Correct Answers--Geolocation
Skills
Availability
Task windows
