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Latest ServiceNow CIS-FSM Exam Questions and Answers, 2025 Update | SPOTO

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Question #1
Which mobile application does field service use?
A. ow Mobile
B. obile Agent
C. obile Studio
D. obile Onboarding
View answer
Correct Answer: A
Question #2
Which reasons can field agents provide when rejecting tasks that were assigned to them? (Choose two)
A. Type of work not preferredcorrect
B. Skills mismatchcorrect
C. Not a preferred customer
D. Parts unavailablecorrect
View answer
Correct Answer: ABD
Question #3
What needs to be enabled in the field service configuration order to allow customers to digitally sign and confirm work orders?
A. ork notes are required to close a task
B. anaged documents and task activities
C. ignature Capture and PDF Order Summary
D. opy task work notes to request
View answer
Correct Answer: C
Question #4
What determines which tasks appear on the task panel in dispatcher workspace?
A. Task Panel Filters
B. Task Panel Sorting
C. Task Panel Dispatcher filters
D. Task Panel Card Fields
View answer
Correct Answer: D
Question #5
When can work order tasks be dispatched?
A. Parts have been sourced
B. Field agent is assignedcorrect
C. Customer books an appointment
D. Dispatch group is assigned
View answer
Correct Answer: B
Question #6
Where can dispatchers view the location history of field agents to track and review their activities over a historical period?
A. Agent Location History Map
B. Territory Management
C. Dispatch Map
D. My Dispatch Queue
View answer
Correct Answer: A
Question #7
What are two unique group types used by field service management? (Choose two)
A. Qualification
B. Dispatch
C. Approval
D. Knowledge
View answer
Correct Answer: AB
Question #8
What state must a work order request be in to set dependencies for work order tasks?
A. Draft
B. Approved
C. Qualified
D. Waiting Approval
E. Awaiting Qualification
View answer
Correct Answer: E
Question #9
What is used to categorize different types of work for time reporting?
A. ime Cards
B. ate Types
C. ate Models
D. ate Lines
View answer
Correct Answer: B
Question #10
A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?
A. Reactive field service
B. Internal field service
C. External field service
D. Predictive field service
View answer
Correct Answer: B
Question #11
Task filters, task ordering rules, and un-assignment constraints are key components of which feature?
A. orkflows
B. ualification
C. uto Assignment
D. ynamic Scheduling
View answer
Correct Answer: D
Question #12
When can work order tasks be dispatched?
A. Parts have been sourced
B. Field agent is assigned
C. Customer books an appointment
D. Dispatch group is assigned
View answer
Correct Answer: B
Question #13
What is an example of a no code data cleansing option?
A. Data import
B. Fix script
C. Data source transform
D. Field normalization rules
View answer
Correct Answer: D
Question #14
What assignment method uses this calculation for task assignment '(Criteria_1 rating x Criteria_1 weight) / total criterion weight + (Critena_2 rating x Critena_2 weight) / total criterion weight + (Critena_3 rating x Criteria_3 weight) / total of criterion weight'?
A. ynamic scheduling
B. anual task assignment
C. uto-assignment
D. orkflow task assignment
View answer
Correct Answer: A
Question #15
Assuming the reserve parts in agent stockroom configuration option is enabled, when sourcing a part, the From Stockroom field is auto-populated with a default stockroom location, only if:
A. The parts scheduling plugin is activated
B. The part is available in the dispatcher's stockroom
C. The part is available in the agent's personal stockroom
D. The field agent has preferred stockrooms defined
View answer
Correct Answer: C
Question #16
What should be emphasized when designing solutions? (Choose three.)
A. Minimize customizationscorrect
B. Focus Out-of-the-box functionalitycorrect
C. Design for Scalabilitycorrect
D. Mobile friendly functionalitycorrect
View answer
Correct Answer: ABCD
Question #17
What must be enabled to track field agents? (Choose two)
A. ‘Share agent details’ system property
B. Location history map
C. Field technician feedback survey
D. Geolocation
View answer
Correct Answer: AD
Question #18
What role does the Engagement Manager play before the Workshop? (Choose two.)
A. Project Managercorrect
B. Acts as intermediary
C. Provides answers to technical problems
D. Assists with technical requirementscorrect
View answer
Correct Answer: AD
Question #19
How are dispatch groups that can be selected from work order tasks filtered?
A. By Manager
B. By Location coveragecorrect
C. By Group type
D. By Group members
View answer
Correct Answer: B
Question #20
As it pertains to dynamic scheduling configuration, if you are ranking agents based on the number of parts available in the agent stockroom, which matching criterion should you configure in the task filters?
A. Matching Mandatory Parts for Dynamic Scheduling
B. Matching Agents With Most Parts For Dynamic Scheduling
C. Matching Skills for Dynamic Scheduling
D. Matching Skill Level Gap for Dynamic Scheduling
View answer
Correct Answer: A
Question #21
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
A. Define the Business Pain Pointscorrect
B. Provide consistent service to customers
C. Have a clear understanding of the use casescorrect
D. Define the number of hours needed to develop the associated requirementscorrect
E. Implementation is only as good as the underlying processcorrect
View answer
Correct Answer: ACDE
Question #22
Which operational role typically creates personal events for an agent's calendar?
A. wm_manager
B. wm_agent
C. wm_dispatcher
D. wm_admin
View answer
Correct Answer: B
Question #23
What phase in the baseline ServiceNow field service management process lifecycle immediately precedes the scheduling and dispatch phase?
A. Initiation
B. Qualification
C. Analyze and Improve
D. Delivery and Confirmation
View answer
Correct Answer: B
Question #24
What field service model is used for maintenance at regular intervals?
A. Predictive
B. Project
C. Reactive
D. Planned
View answer
Correct Answer: D
Question #25
Which ServiceNow integrations for Field Service Management (FSM) are available? (Choose two.)
A. FSIVI integration with Project Portfolio Management (PPM)
B. Work Order Management integration
C. Asset Management integration
D. Outlook Calendar Integration
E. Customer Service Management (CSM) Integration
View answer
Correct Answer: AE
Question #26
Location, skills, and availability are used to determine what?
A. AThe best field agent for a task
B. BCustomer preferred technicians
C. CWork order qualification
D. DAgent schedules
View answer
Correct Answer: A
Question #27
Enabling the Use dispatch queue option in the field service assignment configuration allows dispatchers to?
A. se agent or task scheduling
B. se the dispatch queue for manual assignment of tasks
C. ssign tasks based on assignment group coverage areas
D. uto-select agents for tasks based on skill
View answer
Correct Answer: B
Question #28
Which of the following is a primary objective of CIS-FSM Field Service Management Fundamentals?
A. Improving customer satisfaction
B. Reducing employee workload
C. Enhancing inventory management
D. Minimizing travel time
E. Decreasing revenue
View answer
Correct Answer: A
Question #29
What do you need to configure an appointment booking service? (Choose three.)
A. AContextual search
B. BA record producer
C. CAppointment booking variable set
D. DA work order template
E. ERecipients list
F. FPublication article
View answer
Correct Answer: BCD
Question #30
Which of the following roles cannot update a consumer’s record?
A. sn_customerservice_agent
B. sn_customerservice_manager
C. sn_customerservice
D. admin
View answer
Correct Answer: A

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