Exam Code : CIS-FSM
Exam Name : ServiceNow Certified Implementation Specialist - Field Service Management
Vendor Name :
"ServiceNow"
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ServiceNow Certified Implementation Specialist - Field Service Management
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A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?
Reactive field service
Internal field service
External field service
Predictive field service
When can work order tasks be dispatched?
Parts have been sourced
Field agent is assigned
Customer books an appointment
Dispatch group is assigned
Which reasons can field agents provide when rejecting tasks that were assigned to them? (Choose two)
Type of work not preferred
Skills mismatch
Not a preferred customer
Parts unavailable
What criteria are utilized in auto-assignment of work order tasks? (Choose three.)
SLA status
Age of task
Skills
Task windows
Geolocation
How are dispatch groups that can be selected from work order tasks filtered?
By Manager
By Location coverage
By Group type
By Group members
Answer: B
Question: 150
Agents and managers cannot create knowledge articles from Community questions.
True
False
Information about a customerâs service contract is found in Knowledge.
False
True
From what places in SN can an agent create a case? (Choose three.)
Customer Service Application
Contact
Account
Chat
What are the conditions that matching rules are based on? (Choose two.)
Agent resources best suited to work on a case
Specific routing rules
Filters set up in advanced work assignment
Specific case attributes
Predictive Intelligence improves Case management by:
Predicting what values should have gone into empty fields in historical records
Reducing the number of records needed to accurately predict a value
Replacing legacy routing rules
Predicting Case values without manual intervention
Which of the following is a condition for matching rules?
Agent domain
Assignment
Switching
Specific case attributes
What do blue circles in the timeline of a case form represent?
Note
State
Activity
Comment
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Case Escalation
Case State
Case Categorization
Case Prioritization
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Apply Role by Customer
Auto Assessment
Change Update to Close
Update Case Entitlement
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
Define the Business Pain Points
Provide consistent service to customers
Have a clear understanding of the use cases
Define the number of hours needed to develop the associated requirements
Implementation is only as good as the underlying process
What should be emphasized when designing solutions? (Choose three.)
Minimize customizations
Focus Out-of-the-box functionality
Design for Scalability
Mobile friendly functionality
What role does the Engagement Manager play before the Workshop? (Choose two.)
Project Manager
Acts as intermediary
Provides answers to technical problems
Assists with technical requirements
What should be part of the pre-engagement collateral?
Frequently Asked Questions (FAQ)
Scoping Guide
Customer Service roles template
Stock Keeping Unit (SKU) and pricing sheet