FSM TOP EXAM QUESTIONS AND CORRECT
ANSWERS
What allows for more accurately tracking agent's locations through mobile devices?
A. Geolocation
B. Work groups
C. Work order templates
D. Service level agreements - CORRECT ANSWERS A.
What feature reorders an agent's tasks for the day as efficiently as possible, using either
geolocation or straight-line estimation?
A. Dynamic Scheduling
B. Route Optimization
C. Dispatch Workflow
D. Appointment Booking - CORRECT ANSWERS B.
What does it mean when you set a work order task as an upstream task?
A. The downstream task must he approved before completing an upstream task
B. The task must he completed before any downstream tasks can be started
C. The task is dependent on another work order request
D. The task cannot he started until any upstream tasks have been completed - CORRECT
ANSWERS B.
In the context of time recording, "Out of office", "Meeting", and "Training" are examples of
what?
A. Labor rate cards
B. Time sheet policies
,C. Time worked categories
D. Standard rate types - CORRECT ANSWERS C.
What sets and enforces the order in which a single field agent or multiple field agents perform
the tasks assigned to them?
A. Work Order Qualification
B. Circular relationships
C. Work Order Dependencies
D. Work order templates - CORRECT ANSWERS C.
Reactive, Planned, and Predictive are examples of what?
A. Work order templates
B. Field service products
C. Field service models
D. ServiceNow maturity levels - CORRECT ANSWERS C.
Which reasons can field agents provide when rejecting tasks that were assigned to them?
(Choose four.)
A. Not a preferred customer
B. Type of work not preferred
C. Parts unavailable
D. Customer unavailable
E. Skills mismatch
F. Schedule conflict - CORRECT ANSWERS CDEF
What can customer service agents use to create and view associated work order tasks for
customer cases?
, A. Agent workbench
B. Service portal
C. Agent workspace
D. Dispatcher workspace - CORRECT ANSWERS C.
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?
A. Time sheet portal
B. Worker portal
C. Resource workbench
D. Planning console - CORRECT ANSWERS A.
Field Service Management (FSM) is a solution for anything that uses which of the following?
(Choose three.)
A. Problems
B. Skills
C. Locations
D. Time
E. Requests
F. Incidents - CORRECT ANSWERS BCD
Location, skills, and availability are used to determine what?
A. The best field agent for a task
B. Customer preferred technicians
C. Work order qualification
D. Agent schedules - CORRECT ANSWERS A.
ANSWERS
What allows for more accurately tracking agent's locations through mobile devices?
A. Geolocation
B. Work groups
C. Work order templates
D. Service level agreements - CORRECT ANSWERS A.
What feature reorders an agent's tasks for the day as efficiently as possible, using either
geolocation or straight-line estimation?
A. Dynamic Scheduling
B. Route Optimization
C. Dispatch Workflow
D. Appointment Booking - CORRECT ANSWERS B.
What does it mean when you set a work order task as an upstream task?
A. The downstream task must he approved before completing an upstream task
B. The task must he completed before any downstream tasks can be started
C. The task is dependent on another work order request
D. The task cannot he started until any upstream tasks have been completed - CORRECT
ANSWERS B.
In the context of time recording, "Out of office", "Meeting", and "Training" are examples of
what?
A. Labor rate cards
B. Time sheet policies
,C. Time worked categories
D. Standard rate types - CORRECT ANSWERS C.
What sets and enforces the order in which a single field agent or multiple field agents perform
the tasks assigned to them?
A. Work Order Qualification
B. Circular relationships
C. Work Order Dependencies
D. Work order templates - CORRECT ANSWERS C.
Reactive, Planned, and Predictive are examples of what?
A. Work order templates
B. Field service products
C. Field service models
D. ServiceNow maturity levels - CORRECT ANSWERS C.
Which reasons can field agents provide when rejecting tasks that were assigned to them?
(Choose four.)
A. Not a preferred customer
B. Type of work not preferred
C. Parts unavailable
D. Customer unavailable
E. Skills mismatch
F. Schedule conflict - CORRECT ANSWERS CDEF
What can customer service agents use to create and view associated work order tasks for
customer cases?
, A. Agent workbench
B. Service portal
C. Agent workspace
D. Dispatcher workspace - CORRECT ANSWERS C.
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?
A. Time sheet portal
B. Worker portal
C. Resource workbench
D. Planning console - CORRECT ANSWERS A.
Field Service Management (FSM) is a solution for anything that uses which of the following?
(Choose three.)
A. Problems
B. Skills
C. Locations
D. Time
E. Requests
F. Incidents - CORRECT ANSWERS BCD
Location, skills, and availability are used to determine what?
A. The best field agent for a task
B. Customer preferred technicians
C. Work order qualification
D. Agent schedules - CORRECT ANSWERS A.
