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

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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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