CIS - FSM

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.

What field service model is used for maintenance at regular intervals?. Predictive. Project. Reactive. Planned.

What state must a work order request be in to set dependencies for work order tasks?. Draft. Approved. Qualified. Waiting Approval. Awaiting Qualification.

What do administrators use to create questionnaires for work orders and work order tasks?. Process Automaton Designer. Targeted Communication. Survey Designer. Assessment Designer.

When can work order tasks be dispatched?. Parts have been sourced. Field agent is assigned. Customer books an appointment. Dispatch group is assigned.

Dispatcher workspace looks at which calendar to auto-assign tasks to agents based on availability?. Outlook calendar. Agent calendar. Team calendar. Google calendar.

Which operational role typically creates personal events for an agent's calendar?. wm_manager. wm_agent. wm_dispatcher. wm_admin.

How are dispatch groups that can be selected from work order tasks filtered?. By Manager. By Location coverage. By Group type. By Group members.

Where can dispatchers view real-time locations of agents?. Agent map. My task map. Manager map. Dispatch map.

When using territory management, what can field service admins assign to an individual or group?. Skills. Parts. Routes. Locations.

When using the dispatcher workspace integration with dynamic sheduling, if a dispatcher drags a lower priority task over a higher priority task, what will occur?. Both tasks are automatically-reassigned. Both tasks are automatically assigned. A warning is displayed and dispatcher confirmation is required. The higher priority task is automatically reassigned.

What state do work order tasks need to be in for dynamic scheduling to assing them ?. Qualified. Ready for dispatch. Pending dispatch. Approved.

In the context of time recording, "Out of office", "Metting", and "Trianing" are exaples of what. Labor rate cards. Time sheet policies. Time worked categories. Standard rate types.

What allows for more accurately tracking agent's locations through mobile devices?. Geolocation. Work groups. Work order templates. Service level agreements.

What feature reoders an agent's for the day as efficiently as possible, using either geolocation or stringht-line estimation?. Dynamic Scheduling. Route Optimization. Dispatch Workflow. Appointment Booking.

What does it mean when you set a work order as an upstream task ?. The downstream task must he approved before completing an upstream task. The task must he completed before any downstream tasks can be started. The task is dependent on another work order request. The task ccannot he started until any upstream tasks have been completed.

What sets and enforces the order in which a single field agent or multiple field agents perform the tasks assigned to them. Work Order Qualification. Circular relationships. Work Order Dependencies. Work order templates.

Reactive, Planned, and Predictive are examples of what?. Work order templates. Field service products. Field service models. ServiceNow maturity levels.

Which reasons can field agents provide when rejecting tasks that were assigned to them ?. Not a preferred customer. Type of work not preferred. Parts unavailable. Customer unavailable. Stalls mismatch. Schedule conflict.

What can customer service agents use to create and view associated work order tasks for customer cases?. Agent workbench. Service portal. Agent workspace. Dispatcher workspace.

What can field agents use to record time spent on tasks on a day-to-day basis and submit the time sheet in a single action?. Time sheet portal. Worker portal. Resource workbrench. Planning console.

Field Service Management (FSM) is a solution for anything that uses which of the following? (Choose three). Problems. Skills. Locations. Time. Requests. Incidents.