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CIS-FSM > FSM Youtube Questionss > Flashcards

FSM Youtube Questionss Flashcards

https://www.youtube.com/watch?v=p3XQt3UKC_0&t=2s

1
Q

A regional bank servicing its Automated Teller Machines 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

A

B. Internal Field service

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2
Q

What state must a work order request be in to set dependences for work order tasks?

A. Draft
B. Approved
C. Qualified
D. Waiting Approval
E. Awaiting Qualification

A

A. Draft

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3
Q

What field service model is used for maintenance at regular intervals?

A. Predictive
B. Project
C. Reactive
D. Planned

A

D. Planned

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4
Q

What do administrators use to create questionnaires for work orders and work order tasks?

A. Process Automation Designer
B. Targeted Communication
C. Survey Designer
D. Assessment Designer

A

C. Survey Designer

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5
Q

When can work order tasks be dispatched?

A. Parts have been sourced
B. Field agent is assigned
C. Customer Books and appointment
D. Dispatch group is assigned

A

B. Field agent is assigned

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6
Q

Dispatcher workspace looks at which calendar to auto-assign tasks to agents based on availability?

A. Outlook calendar
B. Agent calendar
C. Team calendar
D. Google calendar

A

B. Agent Calendar

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7
Q

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

A. wm_manager
B. wm_agent
C. wm_dispatcher
D. wm_admin

A

B. wm_agent

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8
Q

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

A. By Manger
B. By Location coverage
C. By Group Type
D. By Group members

A

B. By Location coverage

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9
Q

Where can dispatchers view real-time locations of agents?

A. Agent map
B. My task map
C. Manager map
D. Dispatch map

A

D. Dispatch map

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10
Q

When using territory management, what can field service admins assign to an individual or group?

A. Skills
B. Parts
C. Routes
D. Locations

A

D. Locations

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11
Q

When using the dispatcher workspace integration with dynamic scheduling, if a dispatcher drags a lower priority task over a higher priority task, what will occur?

A. Both tasks are automatically re-assigned
B. Both tasks are automatically assigned
C. A warning is displayed and dispatcher confirmation is required
D. The higher priority task is automatically reassigned

A

C. A warning is displayed and dispatcher confirmation is required

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12
Q

What state do work order tasks need to be in for dynamic scheduling to assign them?

A. Qualified
B. Ready for dispatch
C. Pending dispatch
D. Approved

A

C. Pending dispatch

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13
Q

In the context of time record, “Out of Office”, “Meeting”, and “Training” are examples of what?

A. Labor rate cards
B. Time sheet policeis
C. Time worked categories
D. Standard rate types

A

C. Time worked categories

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14
Q

What allows for more accurately tracking agent’s locations through mobile devices?

A. Geolocation
B. Work groups
C. Work order templates
D. Service Level Agreements

A

A. Geolocation

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15
Q

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

A. Dynamic Scheduling
B. Route Optimization
C. Dispatch Workflow
D. Appointment Booking

A

B. Route Optimization

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16
Q

What does it mean when you set a work order task as an upstream task?

A. The downstream task must be approved before completing an upstream task
B. The task must be completed before an downstream tasks can be started
C. The task is dependent on another work order request
D. The task cannot he started until any upstream tasks have been completed

A

B. The task must be completed before an downstream tasks can be started

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17
Q

What sets and enforces the order in which a single field agent or multiple field agents perform the tasks assigned to them?

A. Work Order Qualification
B. Circular Relationships
C. Work Order Dependencies
D. Work Order templates

A

A. Work Order Dependencies

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18
Q

Reactive, Planned, and Predictive are examples of what?

A. Work Order Templates
B. Field service products
C. Field service models
D. ServiceNow maturity levels

A

C. Field Service models

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19
Q

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

A. Not a preferred customer
B. Type of work not preferred
C. Parts Unavailable
D. Customer unavailable
E. Stalls mismatch
F. Schedule conflict

A

C. Parts Unavailable
D. Customer unavailable
E. Stalls mismatch
F. Schedule conflict

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20
Q

What can customer service agents use to create and view associated work order tasks from customer cases?

A. Agent workbench
B. Service Portal
C. Agent workspace
D. Dispatcher Workspace

A

C. Agent workspace

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21
Q

What can field service agents use to record time spent on tasks on a day-to-day basis and submit the time sheet in a single action?

A. Time sheet portal
B. Worker portal
C. Resource workbench
D. Planning Console

A

A. Time sheet portal

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22
Q

Field Service Management is a solution for anything that uses which of the following. (Choose 3)

A. Problems
B. Skills
C. Locations
D. Time
E. Requests
F. Incidents

A

B. Skills
C. Locations
D. Time

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23
Q

Location, Skills, and availability are used to determine what?

A. The best field agent for a task
B. Customer preferred technicians
C. Work order qualification
D. Agent Schedules

A

A. The best field agent for a task

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24
Q

What phase in the baseline ServiceNow field service management process lifecycle immediately precedes the scheduling and dispatch phase?

A. Initiation
B. Qualification
C. Analyze and Improve
D. Delivery and Confirmation

A

B. Qualification

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25
Q

What determines if a rejected task is dynamically assigned to the same agent in the next 24 hours or not?

A. A system property
B. Un-assignment constraints
C. Agent task rejection preferences
D. Multiple assignment rules

A

A. A system property

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26
Q

Configuring SMS notifications to customers that include an agent’s current location and estimated time of arrival depends on which plugins? (Choose 2)

A. Notify - Twilio Direct Driver
B. Notification Preferences for Field Services
C. Push Notification for Field Service
D. Field Service Management - Customer Experience

A

A. Notify - Twilio Direct Driver
D. Field Service Management - Customer Experience

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27
Q

When sourcing a part, the From Stockroom field is auto-populated with a default stockroom location, only if: (Choose 3)

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 agent’s personal stockroom
E. The part is available in the assignment group’s stockroom

A

B. The Reserve parts in agent stockroom configuration option is enabled
D. The part is available in agent’s personal stockroom
E. The part is available in the assignment group’s stockroom

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28
Q

Map page markers, map filters, and map data are key components of what?

A. Territory Management
B. Geolocation
C. Dispatcher Workspace
D. Advanced Map Pages

A

D. Advanced Map Pages

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29
Q

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

A

A. Agent Location History Map

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30
Q

Which reasons can field service agents provide when rejecting tasks that were assigned to them? (Choose 2)

A. Type of work not preferred
B. Skills mismatch
C. Not a preferred customer
D. Parts unavailable

A

B. Skills mismatch
D. Parts unavailable

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31
Q

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

A. Work Order templates
B. Appointment Booking
C. Dynamic Scheduling
D. Service Level Agreements

A

A. Work Order Templates

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32
Q

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

A. Bucketing
B. Domain separation
C. Domain Scheduling
D. Groups

A

B. Domain separation

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33
Q

Which ServiceNow integrations for FSM are available?

A. FSM Integration with Project Portfolio Management
B. Work Order Management integration
C. Asset Management integration
D. Outlook Calendar Plugin
E. Customer Service Management (CSM) Integration

A

A. FSM Integration with Project Portfolio Management
E. Customer Service Management (CSM) Integration

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34
Q

What needs to be enabled in field service configuration to allow customers to digitally sign and confirm work orders?

A. Work notes are required to close a task
B. Managed documents and task activities
C. Signature Capture and PDF order summary
D. Copy task work notes to request

A

C. Signature Capture and PDF order summary

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35
Q

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. Constrains are presented to dispatcher for override confirmation

A

C. Straight line estimates

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35
Q

Enabling the User dispatch queue option in field service assignment configuration allows dispatchers to?

A. Use agent or task scheduling
B. Use the dispatch queue for manual assignment of tasks
C. Assign tasks based on assignment group coverage areas
D. Auto-select agents for tasks based on skill

A

B. Use the dispatch queue for manual assignment of tasks

36
Q

What is used to categorize different types of work for time reporting?

A. Time Cards
B. Rate Types
C. Rate Models
D. Rate Lines

A

B. Rate Types

37
Q

What is used to estimate distance and time to determine the best route for an agent if Google Maps API is not configured?

A. Manual Calculations
B. Pre-defined routes
C. Straight line estimates
D. It cannot be estimated

A

C. Straight line estimates

38
Q

What is used to estimate distance and time to determine the best rout for an agent if Google Maps API is not configured?

A. Manual calculations
B. Pre-defined routes
C. Straight line estimates
D. It cannot be estimated

A

C. Straight line estimates

39
Q

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

A. Transfer Order line
B. Consumable model
C. Work order task
D. Part requirement

A

D. Part requirement

40
Q

Which mobile application does field service use?

A. Now Mobile
B. Mobile Agent
C. Mobile Studio
D. Mobile Onboarding

A

A. Now Mobile

41
Q

What controls the automatic creation of time cards for users with the wm_agent role?

A. A system property
B. A Time sheet policy
C. A field service configuration
D. A business rule

A

B. A Time sheet policy

42
Q

What field to you use to enforce task dependencies when creation an work order template?

A. Upstream Task
B. Depends On
C. Completed After
D. Prior Task

A

B. Depends On

43
Q

Task panel card fields, task popover fields, and workspace form views do not display mandatory skills. My dispatch queue and Central dispatch support Mandatory skills?

A. True
B. False

A

A. True

44
Q

If using mandatory skills a separate business rule must be created to automatically add these to work order task. Mandatory skills are viewable in the dispatcher workspace?

A. True
B. False

A

B. False

45
Q

If you have an exiting data in the standard skills field on work orders an want to switch to mandatory skills, what do you do?

A. Run the scheduled job “Switch to mandatory skills”
B. Fun the flow “Mandatory skills for existing work orders”
C. Run the fix script “Migrate Skills to Task Skill M2M”
D. Manually create entries for all of the existing record skills on the mandatory skill table.

A

C. Run the fix script “Migrate Skills to Task Skill M2M”

46
Q

Select the activities that a field agent can perform in the offline mode (choose 3)

A. Record time worked on a task
B. Track asset usage
C. Complete work order tasks
D. View My Task Map
E. View My schedule

A

A. Record time worked on a task
B. Track asset usage
C. Complete work order tasks

47
Q

Customers can digitally sign and confirm for work orders that are in which states? (CHoose 2)

A. Assigned
B. Closed Complete
C. Cancelled
D. Closed Incomplete

A

B. Closed Complete
D. Closed Incomplete

48
Q

Field agents can record parts used or removed using which related list?

A. Depends On
B. Part Requirements
C. Asset Usages
D. Dependencies

A

C. Asset Usages

49
Q

When a field agent is working on a task which requires a part, they can do which of the following: (Choose 2)

A. Use the part from their personal stockroom
B. Reassign the task to another agent who has the part
C. Purchase the part from a local store
D. Source the part from another stockroom or agent

A

A. Use the part from their personal stockroom
D. Source the part from another stockroom or agent

49
Q

From which module can a field agent locate tasks assigned to them?

A. Field Service > Agent > Assigned to me
B. Field Service > Agent > My Stockroom
C. Field Service > Work Order > Created by me

A

A. Field Service > Agent > Assigned to me

49
Q

What happens when field agent selects Start Travel in the task form header?

A. A Substate field is displayed, auto-populated as On Route
B. A Substate field is displayed, auto-populated as Paused
C. A Substate field is displayed, and field agent must set it to On Route

A

A. A Substate field is displayed, auto-populated as On Route

50
Q

A safety checklist before starting work on a task or an inspection questionnaire before completing a task are examples of what?

A. Knowledge Articles
B. Questionnaires
C. Work notes
D. Closure notes

A

B. Questionnaires

51
Q

What are four activities that a field agent performs during the delivery and confirmation phase? (Choose 4)

A. Performs on location tasks
B. Updates tasks
C. Closes tasks
D. Approves timesheets
E. Records time worked
F. Manages Skills

A

A. Performs on location tasks
B. Updates tasks
C. Closes tasks
E. Records time worked

51
Q

What are two activities a field service manager performs during the delivery and confirmation phase?

A. Performs on location tasks
B. Tracks field agent and task status
C. Approves timesheets
D. Closes tasks

A

B. Tracks field agent and task status
C. Approves timesheets

52
Q

What does the system consider when a Field Agent optimizes their route? (Choose 5)

A. Agent calendar events
B. Toll road routing
C. Part requirements
D. Skills
E. Rush hour traffic
F. Travel time between tasks
G. Task dependencies that require the completion of a prerequisite task

A

A. Agent calendar events
B. Toll road routing
E. Rush hour traffic
F. Travel time between tasks
G. Task dependencies that require the completion of a prerequisite task

53
Q

What are the benefits of using geolocation feature? (Choose 3)

A. Plan routes between localities
B. Plot the destination with ease
C. Calculate accurate travel times
D. Send notifications to the dispatcher
E. Facilitate time recording

A

A. Plan routes between localities
B. Plot the destination with ease
C. Calculate accurate travel times

54
Q

What allows dispatchers to see where field agents are in real-time and determine which field agent can arrive the earliest?

A. Offline Mode
B. Geolocation
C. Route Optimization
D. Agent Map

A

B. Geolocation

55
Q

Which feature enables field agents to download work order tasks ahead of time and store data in a cache on their mobile device?

A. Offline Mode
B. Geolocation on Mobile
C. Route Optimization
D. Agent Map

A

A. Offline Mode

56
Q

Dispatchers can dispatch work order tasks using which of the following methods (Choose 2)

A. My Dispatch Queue
B. Team Calendar
C. Route Optimization
D. Dispatcher Workspace

A

A. My Dispatch Queue
D. Dispatcher Workspace

57
Q

How many task must an agent have to have all other tasks optimized when their route is optimized for a day?

A. More than 5
B. Less than 5
C. More than 10
D. Less than 15

A

D. Less than 15

58
Q

Which map highlights the agent’s tracked locations on the selected date?

A. Dispatch Map
B. Agent Location History Map
C. Agent Map
D. Manager Map

A

B. Agent Location History Map

59
Q

Sasha Hellen has recently earned her NCCCO certification, meaning she is certified and trained to operate crane machinery. How can her manager, Anuj, add this skill for Sasha? (Choose 2)

A. From Manage Skills module
B. From Agent Profile
C. From Manager Map

A

A. From Manage Skills module
B. From Agent Profile

60
Q

Which field service personas can create agent work schedules and calendar events? (Choose 2)

A. Field Service Managers
B. Field Service Agents
C. Field Service Initiators
D. Field Service Qualifiers

A

A. Field Service Managers
B. Field Service Agents

61
Q

What provides a schema to maintain different work schedules or shifts for field agents in a specific time period?

A. Manager Map
B. Manage Skills Module
C. Team Calendar
D. Outlook Calendar

A

C. Team Calendar

62
Q

When geolocation is enabled and configured, the system locates users from the latitude and longitude information provided from where?

A. Mobile Devices
B. Emails
C. Calendar events
D. Browsers

A

A. Mobile Devices
D. Browsers

63
Q

What field service group is responsible for providing technical information regarding the work to be performed to fulfill a work order or work order task?

A. Work group
B. Dispatch group
C. Qualification group

A

C. Qualification group

64
Q

Which of the following are defined at the work order task level? (Choose 4)

A. Parts Requirements
B. Skills
C. Upstream Dependencies
D. Qualification Groups
E. Assets
F. Downstream Dependencies

A

A. Parts Requirements
B. Skills
C. Upstream Dependencies
F. Downstream Dependencies

65
Q

Assuming manual qualification method is enabled, when a work order is created using a work order template, the work order automatically advances to which state?

A. Read for dispatch
B. Assigned
C. Accepted
D. Awaiting Qualification
E. Qualified

A

E. Qualified

66
Q

When automatic qualification is enabled, which work order states are skipped? Choose 2

A. Pending Dispatch
B. Qualified
C. Assigned
D. Accepted
E. Awaiting Qualification

A

B. Qualified
E. Awaiting Qualification

67
Q

Select the Related Lists used to create task dependencies. Choose 2

A. Transfer Orders
B. Depends On
C. Asset Usages
D. Part Requirements
E. Dependents

A

B. Depends On
E. Dependents

68
Q

Where can a customer contact raise work order request themselves, without calling a support agent?

A. Service Portal
B. Field Service > Work Orders > Create New
C. From a Case
D. From an Existing Work Order

A

A. Service Portal

69
Q

Identify the persona and role that is involved in creating and maintaining a work order template.

A. Dispatcher [wm_dispatcher]
B. Field Service Administrator [wm_admin]
C. Field Agent [wm_agent]
D. Qualifier [wm_qualifier]

A

B. Field Service Administrator [wm_admin]

70
Q

One-time or maintenance at regular intervals is an example of which field service model?

A. Reactive
B. Planned
C. Projects
D. Predictive

A

B. Planned

71
Q

What entity is used to drive domain separation for Field Service Management?

A. Department
B. Account
C. Company
D. User

A

C. Company

72
Q

Task-driven processing means that the work order must contain, at a minimum, how many tasks?

A. 1
B. 2
C. 5
D. 10

A

A. 1

73
Q

When qualification is enabled, which states are available in the work order request record? (Choose 2)

A. Draft
B. Awaiting Qualification
C. Qualified
D. Assigned
E. Work in Progress

A

B. Awaiting Qualification
C. Qualified

74
Q

Which operational role can view and manage their team’s calendar and skills distribution?

A. Dispatcher
B. Qualifier
C. Initiator
D. Field Agent
E. Manager

A

E. Manager

75
Q

What process method does field service management use of handling work orders?

A. Request-driven processing
B. Automatic qualification
C. Appointment booking
D. Task-driven processing

A

D. Task-driven processing

76
Q

In which process lifecycle phase would one or more agents be assigned to a field agent>?

A. Analyze and Improve
B. Scheduling and Dispatch
C. Initiation
D. Qualification
E. Delivery and Confirmation

A

B. Scheduling and Dispatch

77
Q

What are three key elements of field service management?

A. Time
B. Group
C. Location
D. Maintenance
E. Skill

A

A. Time
C. Location
E. Skill

78
Q

Which operational roles review work order requests by defining tasks, dependencies, parts, and skills?

A. Dispatcher
B. Qualifier
C. Initiator
D. Field Agent
E. Manager

A

B. Qualifier

79
Q

Which of he following are considered field service groups?

A. Dispatch
B. Manager
C. Qualification
D. Work
E. Admin

A

A. Dispatch
C. Qualification
D. Work

80
Q

Which role is assigned to a field service agent?

A. sn_customerservice_agent
B. sm_agent
C. wm_initiator_agent
D. wm_agent

A

D. wm_agent

81
Q

When using route optimization, what happens in the case that route of all tasks cannot satisfy time constraints of an agent’s schedule? Select 2:

A. All tasks are set to pending dispatch state
B. The route cannot optimized
C. A smaller set of tasks is calculated
D. Unrouted tasks are set to pending dispatch state

A

C. A smaller set of tasks is calculated
D. Unrouted tasks are set to pending dispatch state

82
Q

What can be used to easily resolve work order scheduling conflicts?

A. Territory Management
B. Dynamic Scheduling
C. Skills management
D. Agent calendar

A

B. Dynamic Scheduling

83
Q

When using dynamic scheduling, which task filter matching criteria is used to consider how far away agents are, in real-time, from the location of the selected tasks?

A. Assigned Cases
B. Current distance from task
C. Availability today
D. Last Assigned

A

B. Current distance from task

83
Q

What needs to be activated to track agent location more accurately through mobile devices and browsers?

A. Dynamic Scheduling
B. Geolocation
C. Locations covered
D. Route Optimization

A

B. Geolocation

CIS-FSM (13 decks)

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