ServiceNow CIS-FSM Exam Questions and Answers, Certified Implementation Specialist - Field Service Mangement | SPOTO

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Question #1

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

A. Apply Role by Customercorrect

B. Auto Assessmentcorrect

C. Change Update to Close

D. Update Case Entitlementcorrect

View answer

Correct Answer: ABD

Question #2

What feature reorders an agent's tasks for the day as efficiently as possible, using either geolocation or straight-line estimation?

A. ADynamic Scheduling

B. BRoute Optimization

C. CDispatch Workflow

D. DAppointment Booking

View answer

Correct Answer: B

Question #3

What happens to a task that cannot be auto-assigned because of an impractical or missing location or because the task window cannot be scheduled?

A. onstraints are overridden and the task is assigned

B. he task is returned to the pending dispatch state

C. he task is set to the unassigned state

D. onstraints are presented to dispatcher for override confirmation

View answer

Correct Answer: B

Question #4

Which ServiceNow integrations for Field Service Management (FSM) are available? (Choose two.)

A. AFSIVI integration with Project Portfolio Management (PPM)

B. BWork Order Management integration

C. CAsset Management integration

D. DOutlook Calendar Integration

E. ECustomer Service Management (CSM) Integration

View answer

Correct Answer: AE

Question #5

From what places in SN can an agent create a case? (Choose three.)

A. Customer Service Applicationcorrect

B. Contactcorrect

C. Accountcorrect

D. Chat

View answer

Correct Answer: ABC

Question #6

How many outbound email accounts are supported in Customer Service Management?

A. One

B. Unlimited

C. Two

D. One per business service

View answer

Correct Answer: A

Question #7

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 servicecorrect

C. External field service

D. Predictive field service

View answer

Correct Answer: B

Question #8

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 #9

Transfer order line tasks are used to move which type of record through the asset shipment and drop-off transfer process?

A. ransfer order line

B. onsumable model

C. ork order task

D. art requirement

View answer

Correct Answer: D

Question #10

Predictive Intelligence improves Case management by:

A. Predicting what values should have gone into empty fields in historical records

B. Reducing the number of records needed to accurately predict a value

C. Replacing legacy routing rules

D. Predicting Case values without manual interventioncorrect

View answer

Correct Answer: D

Question #11

When configuring an appointment booking record producer, what must be enabled in order to display the appointment selection widget on the record producer?

A. Work order templates

B. Appointment booking service

C. Appointment booking variable set

D. Catalog definition

View answer

Correct Answer: C

Question #12

Which ServiceNow integrations for Field Service Management (FSM) are available? (Choose two.)

A. SM integration with Project Portfolio Management (PPM)

B. ork Order Management integration

C. sset Management integration

D. utlook Calendar Integration

E. ustomer Service Management (CSM) Integration

View answer

Correct Answer: AE

Question #13

As it pertains to time recording, FSM Rate Card Task Work (Billable) and FSM Rate Card Task Work OT (Billable), are examples of what?

A. ime worked

B. abor rate cards

C. ate types

D. ime cards

View answer

Correct Answer: B

Question #14

What should be part of the pre-engagement collateral?

A. Frequently Asked Questions (FAQ)

B. Scoping Guidecorrect

C. Customer Service roles template

D. Stock Keeping Unit (SKU) and pricing sheet

View answer

Correct Answer: B

Question #15

What controls the visibility of the Optimize route option in the more actions menu in the agent card on dispatcher workspace?

A. UI action

B. Client script

C. Business rule

D. System property

View answer

Correct Answer: A

Question #16

Information about a customer’s service contract is found in Knowledge.

A. Falsecorrect

B. True

View answer

Correct Answer: A

Question #17

Major Issue Management uses which one of the following capabilities?

A. Governance Risk and Control

B. Targeted Communications

C. Asset management

D. Record producers

View answer

Correct Answer: B

Question #18

Which of the following is a condition for matching rules?

A. Agent domain

B. Assignmentcorrect

C. Switching

D. Specific case attributes

View answer

Correct Answer: B

Question #19

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 #20

Which operational role typically creates personal events for an agent's calendar?

A. Awm_manager

B. Bwm_agent

C. Cwm_dispatcher

D. Dwm_admin

View answer

Correct Answer: B

Question #21

Each matching criteria defined in the dynamic scheduling configuration task filter is assigned a default weight of?

B. 0

C. 5

D. 0

View answer

Correct Answer: B

Question #22

What is used to organize work into tasks and can also be published in the service catalog as catalog items?

A. ork order templates

B. ppointment booking

C. ynamic scheduling

D. ervice level agreements

View answer

Correct Answer: A

Question #23

In the context of time recording, ''Out of office'', ''Meeting'', and ''Training'' are examples of what?

A. ALabor rate cards

B. BTime sheet policies

C. CTime worked categories

D. DStandard rate types

View answer

Correct Answer: C

Question #24

When you book an appointment, the timezone of appointment slots will be displayed based on? (Choose two.)

A. The location where the appointment for the task is scheduled

B. Timezone that is specified m the user contact record

C. The Timezone of the available agent

D. The location of the available agent

View answer

Correct Answer: BC

Question #25

Agents and managers cannot create knowledge articles from Community questions.

A. True

B. Falsecorrect

View answer

Correct Answer: B

Question #26

In the Customer Service Management space, what does the term asset management mean?

A. Financial, contractual and inventory information of assets

B. A set of business activities and processes used to track assets

C. Tables in the Asset application

D. Tracking products or services customers are using

View answer

Correct Answer: A

Question #27

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 #28

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A. Case Escalationcorrect

B. Case State

C. Case Categorizationcorrect

D. Case Prioritizationcorrect

View answer

Correct Answer: ACD

Question #29

What can be used to separate field service management data, processes, and administrative tasks into logical groupings called domains?

A. ucketing

B. omain separation

C. omain scheduling

D. roups

View answer

Correct Answer: B

Question #30

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

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