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CIS-FSM ServiceNow Practice Test Questions and Exam Dumps

Question No 1:

A regional bank servicing its Automated Teller Machines (ATMs) 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

Answer: A

Explanation:

Field service refers to any work that is performed at the customer site, typically away from the company’s main office or base of operations. The nature of the service depends on the work being done and the need for a technician or professional to visit a physical location to resolve an issue or perform maintenance. Let’s analyze each option:

• Option A: Reactive field service
  Reactive field service involves responding to unplanned, unexpected situations or breakdowns. In this case, the bank servicing its ATMs would likely be responding to issues such as a malfunction, failure, or customer report of an issue, which would require immediate attention. Since ATM issues are typically resolved when a problem arises, this type of service aligns with the concept of reactive field service. The bank’s technicians are fixing problems as they occur, rather than performing scheduled or planned maintenance.

• Option B: Internal field service
  Internal field service generally refers to services that are conducted within the organization, often related to internal equipment or systems (e.g., maintaining IT infrastructure or office equipment). Since servicing ATMs is external to the bank's office environment and involves client-facing equipment, this is not the right classification. Therefore, B is incorrect.

• Option C: External field service
  While external field service could be used to describe servicing ATMs since it involves a field technician going out to an external site (the ATM locations), it doesn’t capture the aspect of how the service is being performed. Since reactive service specifically refers to responding to issues as they occur, and ATM servicing typically falls under this category when issues are reported, A is the more accurate answer. C is still somewhat relevant but does not fully capture the "reactive" nature of the service.

• Option D: Predictive field service
  Predictive field service involves using data and analytics to predict when a piece of equipment might fail and scheduling maintenance or repair before the issue occurs. Since the bank is servicing ATMs after issues arise, this is not predictive in nature. Therefore, D is incorrect.

In conclusion, A (reactive field service) is the correct answer because the bank is responding to ATM issues as they arise, which is a hallmark of reactive rather than predictive or planned maintenance.

Question No 2:

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

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

Correct Answer: D

Explanation:

Field service models are frameworks used to organize and manage service delivery. Each model addresses specific needs and situations that arise in maintenance and support services. In this question, we are asked about the model used for maintenance that happens at regular intervals. Let's break down each option to see which one fits best for this type of maintenance.

Option A: Predictive
The Predictive service model involves using data and analytics to predict when maintenance will be needed. This model focuses on monitoring equipment and systems in real-time, using various sensors and data points to predict failure or maintenance requirements before they happen. Predictive maintenance is not typically done at regular intervals but is instead driven by the condition of the equipment. It requires data-driven analysis rather than set timeframes. Therefore, this is not the correct model for maintenance at regular intervals.

Option B: Project
The Project model is typically applied to services that are more complex and one-time in nature, such as large-scale installations, upgrades, or custom work. This model involves planned work to achieve a specific goal or deliverable but is not suited for regular, ongoing maintenance. While projects are important in field service, they don't typically involve routine or recurring maintenance, so this model would not be appropriate for regular interval-based maintenance.

Option C: Reactive
The Reactive model is based on responding to issues or failures as they occur. In this model, maintenance is performed after a problem arises, rather than on a pre-scheduled or regular basis. This approach is often referred to as "run-to-failure" maintenance. While reactive maintenance is essential in certain scenarios, it does not align with the idea of maintenance being done at regular intervals, as it is instead based on unplanned and unexpected events.

Option D: Planned
The Planned service model is the most appropriate for maintenance at regular intervals. In this model, maintenance tasks are scheduled and performed on a fixed timeline, such as monthly, quarterly, or annually. Planned maintenance helps ensure that systems are kept in optimal working condition by addressing known needs at regular intervals before failures occur. This approach is effective for preventing downtime and maintaining equipment reliability.

The correct field service model used for maintenance at regular intervals is Planned (D). This model focuses on pre-scheduled maintenance tasks that are performed regularly to keep systems running smoothly and prevent unexpected failures, unlike reactive or predictive models that respond to issues as they arise or based on conditions.

Question No 3:

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

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

Correct answer: A

Explanation:

In many service management systems, such as ServiceNow or other ITIL-based platforms, work orders are typically created with several stages in their lifecycle. The ability to set dependencies for work order tasks is an important feature, allowing administrators or users to define the relationship between tasks, ensuring that certain tasks are completed before others can begin.

The Draft state is usually the state in which a work order can be modified in its early stages. This includes setting dependencies between tasks, defining the sequence of operations, and making adjustments to the work order before it is finalized.

Let’s review the other options:

• Option B (Approved): Once a work order is approved, it is usually considered finalized and locked for certain types of changes. While task dependencies can be set during the creation process, approving the work order typically means it is ready for execution, so modifications like setting dependencies would likely not be allowed in this state.

• Option C (Qualified): The term qualified generally refers to the process of assessing whether the work order meets certain criteria or conditions before it can be executed. At this point, the work order might be in a state where it is ready for assignment or execution, but setting dependencies typically occurs earlier in the process.

• Option D (Waiting Approval): In this state, the work order is pending approval and is typically not yet ready to be executed or modified further. Task dependencies are generally set before approval, so this is not the ideal state for adjusting dependencies.

• Option E (Awaiting Qualification): This state suggests the work order is in the process of being evaluated or assessed for qualification. Dependencies are more likely to be set earlier when the work order is still in the Draft state, not after qualification is pending.

Therefore, the correct state to set dependencies for work order tasks is Draft, as it is the stage where modifications, including dependencies, can be freely applied before the work order progresses to more restrictive states like Approved or Qualified.

Question No 4:

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

Correct answer: D

Explanation:

In ServiceNow, administrators can create questionnaires for work orders and work order tasks to collect specific data or feedback related to those tasks. The tool designed for this purpose is Assessment Designer.

D. Assessment Designer:
Assessment Designer is the primary tool used by administrators to create and configure assessments (questionnaires) within the platform. In the context of work orders and work order tasks, assessments allow organizations to gather necessary feedback, evaluate performance, or collect specific data related to the tasks. Administrators can design custom assessments tailored to the work order’s requirements, including defining question types, scoring rules, and overall structure. These assessments can then be linked to work orders and tasks to ensure that relevant information is gathered during or after task completion. This tool is key for creating and managing the questionnaires that are associated with work orders.

Now, let's look at why the other options are not suitable:

A. Process Automation Designer:
Process Automation Designer is a tool used for designing workflows and automations in ServiceNow. While it can automate processes related to work orders, it does not specifically provide functionality for creating questionnaires or assessments. This tool is more focused on streamlining and automating business processes, not on creating custom forms or surveys.

B. Targeted Communication:
Targeted Communication in ServiceNow is typically used for creating and sending communications or notifications to specific users or groups based on certain conditions. While it could be part of an overall workflow that includes a questionnaire, it does not provide the functionality for designing and configuring questionnaires directly.

C. Survey Designer:
Survey Designer is used to create surveys in ServiceNow, but it is generally used for broader survey purposes, such as gathering feedback on services or satisfaction. While surveys and assessments might overlap in some cases, Survey Designer is not tailored specifically to the creation of questionnaires for work orders and tasks, which is the primary use case for Assessment Designer.

Thus, D. Assessment Designer is the correct choice, as it is specifically intended for creating and managing assessments and questionnaires associated with work orders and work order tasks in ServiceNow.

Question No 5:

When can work order tasks be dispatched?

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

Correct answer: B

Explanation:

Work order tasks are typically dispatched when all necessary preparations for the task have been made, including assignment of resources and ensuring that the job can be carried out smoothly. In this context, the correct answer involves assigning a field agent to the task.

• Option B: Field agent is assigned.
  A work order task is ready to be dispatched once a field agent is assigned. This indicates that the person who will carry out the task has been identified, and they are prepared to handle the job. The field agent’s availability and readiness to perform the task are crucial for dispatching the task to the field. This ensures that all logistical and personnel-related aspects are in place before proceeding.

• Option A: Parts have been sourced.
  While sourcing parts is important to completing a work order, the dispatch of tasks is generally more tied to the availability of the personnel (field agent) who will perform the work, rather than the availability of parts. Parts being sourced is necessary for completing the task, but it doesn’t necessarily trigger the dispatch process itself.

• Option C: Customer books an appointment.
  Customer appointments are important for scheduling and timing, but work order tasks can be dispatched before a customer appointment is booked as long as the relevant personnel are available. The customer booking an appointment affects the scheduling but doesn't directly control when a task can be dispatched.

• Option D: Dispatch group is assigned.
  Assigning a dispatch group could be part of the process, but the actual dispatch typically occurs once a field agent is assigned to the task. A dispatch group may be used for organizing tasks into manageable units but does not directly trigger the dispatch action.

In conclusion, Option B, Field agent is assigned, is the correct condition for dispatching work order tasks, as it ensures that the personnel required to carry out the task are ready and available.

Question No 6:

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

Correct Answer: B

Explanation:

In dispatcher workspaces, tasks are typically auto-assigned to agents based on their availability. The system relies on calendars to determine when agents are available to take on new tasks. Let's break down each option:

• A. Outlook calendar
  Outlook calendar is a popular calendar tool used for scheduling events and meetings, but it is generally used for personal or team schedules. While it may be integrated with some systems, it is not typically used to auto-assign tasks to agents based on their availability in a dispatcher workspace. Dispatcher systems focus on agent-specific availability, not general calendar events like meetings or appointments in Outlook.
  
  

• B. Agent calendar
  Agent calendar is the correct answer. Dispatcher workspaces usually look at the agent's calendar to check for availability. This calendar contains the agent's scheduled shifts, time off, and any other relevant scheduling information. The dispatcher workspace uses this calendar to automatically assign tasks to agents when they are available to take on work, ensuring efficient task distribution and minimizing the chances of overloading an agent.
  
  

• C. Team calendar
  Team calendar might be used to monitor the overall availability of a group of agents, but it is not typically used for the individual task assignment based on agent-specific availability. A team calendar helps in understanding when the entire team is free or busy, but it doesn't give the detailed insight into an individual agent’s availability that is required for auto-assigning tasks.
  
  

• D. Google calendar
  Google calendar is another common tool for scheduling, but it is not typically the primary calendar used in dispatcher workspaces. While integrations might exist, Google calendar is generally more focused on personal or team scheduling and does not directly manage agent-specific availability for task assignments in dispatcher systems.
  
  

• The agent calendar is specifically designed to track an individual agent’s availability, making it the primary calendar used by the dispatcher workspace to auto-assign tasks based on agent availability. Therefore, the correct answer is B.

Question No 7:

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

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

Answer: B

Explanation:

In operational environments, roles are typically defined based on the responsibilities assigned to various users within a system. The creation of personal events for an agent’s calendar is typically the responsibility of the wm_agent role, as this role pertains to the individual agents who manage their own schedules.

Here’s a breakdown of the roles listed:

• A. wm_manager: The wm_manager role is usually responsible for overseeing the agents, dispatching tasks, or ensuring the system runs smoothly, but not for managing individual agents' personal calendars. They may have permissions related to managing workflows or overseeing operational processes, but not for creating personal events.

• B. wm_agent: The wm_agent role is most likely the correct answer because it corresponds to the user (agent) directly involved in managing their own calendar. Agents in many systems are responsible for managing their own schedules and creating personal events, such as setting appointments or marking off time for breaks, availability, or other personal matters.

• C. wm_dispatcher: The wm_dispatcher role is typically responsible for assigning tasks or managing the flow of work to agents. While they may assign work or set operational schedules, they would not generally be involved in creating personal events for agents’ calendars.

• D. wm_admin: The wm_admin role usually has system-wide administrative privileges, including configuring system settings or managing user roles. However, they would not typically create personal events for agents, as this would be more specific to the individual agent’s responsibilities and preferences.

Therefore, the most appropriate role for creating personal events on an agent’s calendar is B. wm_agent, as this role is most closely aligned with managing individual schedules.

Question No 8:

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

A. By Manager
B. By Location coverage
C. By Group type
D. By Group members

Correct Answer: B

Explanation:

In the context of work order tasks, dispatch groups are typically filtered based on location coverage. This allows the system to determine which dispatch groups are appropriate for a particular work order task based on the geographical area or service location that the task is related to. Filtering by location ensures that the work order is assigned to a group of individuals or resources that are both available and capable of servicing that location.

Here's a breakdown of why the other options are not as relevant:

A. By Manager
While dispatch groups may be associated with specific managers or team leaders, filtering dispatch groups by manager is not a primary method for filtering in the context of work order tasks. The filtering is more about matching the location of the task with the appropriate group that can perform the work, rather than specifically focusing on who manages the group.

C. By Group type
Although dispatch groups can be classified by group type (e.g., maintenance, emergency response), this is not typically the primary criterion for filtering them in relation to work order tasks. Group types are more about the function of the group rather than the physical area they cover, which makes location coverage the more accurate filter in this context.

D. By Group members
While the specific members of a dispatch group might play a role in deciding who is assigned to a task, the filtering process for selecting dispatch groups is generally based on location coverage rather than the members of the group themselves. The system looks for the right dispatch group first and then considers the availability of group members to perform the task.

Therefore, the correct answer is B, as location coverage is the most relevant and common filtering criterion for selecting dispatch groups for work order tasks.

Question No 9:

Where can dispatchers view real-time locations of agents?

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

Correct Answer: D

Explanation:

To determine where dispatchers can view real-time locations of agents, let's evaluate each option:

• Option A: Agent map
  An Agent map would likely be intended for viewing individual agents' details or statuses, but it doesn't necessarily indicate real-time tracking of agent locations. It's more about viewing agent profiles or attributes.

• Option B: My task map
  The My task map typically focuses on the tasks assigned to an individual dispatcher or user rather than the real-time location of agents. This map might show the tasks or assignments but not track the location of agents as they work.

• Option C: Manager map
  The Manager map could potentially provide broader oversight, but it is generally not designed specifically for tracking the real-time locations of agents. It might focus more on managerial tasks or supervision rather than real-time location tracking.

• Option D: Dispatch map
  The Dispatch map is specifically designed for dispatchers to track the real-time locations of agents. It provides a visual interface where dispatchers can see where their agents are in real-time, allowing them to manage assignments efficiently and respond to situational needs. This map helps dispatchers manage logistics by providing live location data.

Thus, the correct answer is D: Dispatch map, as it is tailored to provide dispatchers with the necessary real-time location information of agents.

Question No 10:

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

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

Correct Answer: A

Explanation:

In field service management, territory management is used to manage assignments based on geographic regions or specific areas. When configuring territories, field service admins can assign various attributes related to tasks, resources, and logistics to individuals or groups within those territories. Let's explore each of the options:

A. Skills:
Skills are an essential component of territory management. Field service admins can assign specific skills to individuals or groups based on the requirements of the territory and the tasks that need to be completed. Skills refer to the expertise or qualifications needed to perform specific service tasks (e.g., HVAC repair, electrical work, etc.). By assigning skills to a technician or a group, the admin ensures that the right person or team is dispatched for jobs that match their expertise. This is a fundamental part of territory management, as it helps to optimize resource allocation and ensure efficient service delivery.

B. Parts:
Parts are typically managed through inventory and service orders rather than directly tied to territory management. While parts availability is important for service appointments, assigning parts directly to individuals or groups based on territories is not a standard feature of territory management. Admins would typically ensure that the necessary parts are available in the relevant service locations, but not necessarily assign them specifically via territory management.

C. Routes:
While routes are an important part of field service management, they are usually optimized automatically based on scheduling algorithms and location data. Field service admins do not generally assign routes directly within territory management. Instead, routes are planned based on factors such as technician location, job priority, and time constraints. Admins may review or adjust routes, but they do not assign them manually in the same way they assign skills or territories.

D. Locations:
Locations typically refer to the places where service work is performed (e.g., customer sites, job locations). While locations are crucial for scheduling and routing, they are not typically assigned by field service admins within territory management. Instead, locations are tied to service accounts, work orders, and appointments, and are automatically associated with the relevant territory based on geographic boundaries.

In conclusion, A. Skills is the correct answer because territory management in field service primarily revolves around assigning appropriate skills to individuals or groups based on the requirements of the region or territory they are working in. This ensures that the right resources are dispatched to meet service needs effectively.

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