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CIS-FSM : ServiceNow Certified Implementation Specialist - Field Service Management Exam

ServiceNow CIS-FSM Questions & Answers

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ServiceNow Certified Implementation Specialist - Field Service Management


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Question: 145


A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?


  1. Reactive field service

  2. Internal field service

  3. External field service

  4. Predictive field service


Answer: B Question: 146

When can work order tasks be dispatched?


  1. Parts have been sourced

  2. Field agent is assigned

  3. Customer books an appointment

  4. Dispatch group is assigned


Answer: B Question: 147

Which reasons can field agents provide when rejecting tasks that were assigned to them? (Choose two)


  1. Type of work not preferred

  2. Skills mismatch

  3. Not a preferred customer

  4. Parts unavailable


Answer: A,B,D Question: 148

What criteria are utilized in auto-assignment of work order tasks? (Choose three.)


  1. SLA status

  2. Age of task

  3. Skills

  4. Task windows

  5. Geolocation


Answer: A,C,D,E Question: 149

How are dispatch groups that can be selected from work order tasks filtered?


  1. By Manager

  2. By Location coverage

  3. By Group type

  4. By Group members Answer: B Question: 150

Agents and managers cannot create knowledge articles from Community questions.


  1. True

  2. False


Answer: B Question: 151

Information about a customerâs service contract is found in Knowledge.


  1. False

  2. True


Answer: A Question: 152

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


  1. Customer Service Application

  2. Contact

  3. Account

  4. Chat


Answer: A,B,C Question: 153

What are the conditions that matching rules are based on? (Choose two.)


  1. Agent resources best suited to work on a case

  2. Specific routing rules

  3. Filters set up in advanced work assignment

  4. Specific case attributes


Answer: A,D Question: 154

Predictive Intelligence improves Case management by:


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

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

  3. Replacing legacy routing rules

  4. Predicting Case values without manual intervention

Answer: D Question: 155

Which of the following is a condition for matching rules?


  1. Agent domain

  2. Assignment

  3. Switching

  4. Specific case attributes


Answer: B Question: 156

What do blue circles in the timeline of a case form represent?


  1. Note

  2. State

  3. Activity

  4. Comment


Answer: B Question: 157

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

  1. Case Escalation

  2. Case State

  3. Case Categorization

  4. Case Prioritization


Answer: A,C,D Question: 158

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


  1. Apply Role by Customer

  2. Auto Assessment

  3. Change Update to Close

  4. Update Case Entitlement


Answer: A,B,D Question: 159

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

  1. Define the Business Pain Points

  2. Provide consistent service to customers

  3. Have a clear understanding of the use cases

  4. Define the number of hours needed to develop the associated requirements

  5. Implementation is only as good as the underlying process


Answer: A,C,D,E Question: 160

What should be emphasized when designing solutions? (Choose three.)


  1. Minimize customizations

  2. Focus Out-of-the-box functionality

  3. Design for Scalability

  4. Mobile friendly functionality


Answer: A,B,C,D Question: 161

What role does the Engagement Manager play before the Workshop? (Choose two.)


  1. Project Manager

  2. Acts as intermediary

  3. Provides answers to technical problems

  4. Assists with technical requirements


Answer: A,D Question: 162

What should be part of the pre-engagement collateral?


  1. Frequently Asked Questions (FAQ)

  2. Scoping Guide

  3. Customer Service roles template

  4. Stock Keeping Unit (SKU) and pricing sheet


Answer: B


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