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ServiceNow CIS-FSM Exam Sample Questions | SPOTO

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Question #1
Which reasons can field agents provide when rejecting tasks that were assigned to them? (Choose two.)
A. AType of work not preferred
B. BSkills mismatch
C. CNot a preferred customer
D. DParts unavailable
View answer
Correct Answer: BD
Question #2
What do blue circles in the timeline of a case form represent?
A. Note
B. Statecorrect
C. Activity
D. Comment
View answer
Correct Answer: B
Question #3
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 #4
What can be used to define competencies for field agents?
A. Territory management
B. Agent calendar
C. Skills management
D. Dynamic scheduling
View answer
Correct Answer: C
Question #5
When a dynamic scheduling task filter's auto assignment frequency is set to immediate, what happens?
A. asks are auto-assigned as soon as they are ready to be assigned
B. asks which are ready to be assigned are selected at the defined interval and assigned
C. asks are auto-assigned as soon as they reach the qualified state
D. asks are added to a batch and auto assigned at the defined interval
View answer
Correct Answer: A
Question #6
What do administrators use to create questionnaires for work orders and work order tasks?
A. Process Automaton Designer
B. Targeted Communication
C. Survey Designer
D. Assessment Designer
View answer
Correct Answer: C
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 service
C. External field service
D. Predictive field service
View answer
Correct Answer: B
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 estimate distance and time to determine the best route for an agent if Google Maps API is not configured?
A. anual calculations
B. re-defined routes
C. traight line estimates
D. t cannot be estimated
View answer
Correct Answer: C
Question #10
What criteria are utilized in auto-assignment of work order tasks? (Choose three.)
A. SLA statuscorrect
B. Age of task
C. Skillscorrect
D. Task windowscorrect
E. Geolocationcorrect
View answer
Correct Answer: ACDE
Question #11
When sourcing a part, the From Stockroom field is auto-populated with a default stockroom location, only if: (Choose three.)
A. The parts scheduling plugin is activated
B. The Reserve parts in agent stockroom configuration option is enabled
C. The field agent has preferred stockrooms defined
D. The part is available in the agent's personal stockroom
E. The part is available in the assignment group's stockroom
View answer
Correct Answer: BE
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
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 #14
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. Constraints are overridden and the task is assigned
B. The task is returned to the pending dispatch state
C. The task is set to the unassigned state
D. Constraints are presented to dispatcher for override confirmation
View answer
Correct Answer: B
Question #15
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a casecorrect
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributescorrect
View answer
Correct Answer: AD
Question #16
What do administrators use to create questionnaires for work orders and work order tasks?
A. Process Automaton Designer
B. Targeted Communication
C. Survey Designer
D. Assessment Designer
View answer
Correct Answer: C

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