On demand FSM

Which role is tasked with creating work orders for off-site work?. Initiator. Field Agent. Dispatcher. Manager.

What are the primary responsibilities of the Qualifier?. Creating work orders. Managing field agents. Reviewing and qualifying work orders. Scheduling tasks.

Which integration within ServiceNow enhances the asset lifecycle management when connected with FSM?. Workforce Optimization. CMDB. CSM. HAM/SAM.

What action does the Dispatcher take after receiving qualified work orders?. Manages work order tasks. Creates work orders. Qualifies work orders. Schedules/dispatches tasks to field agents.

What is one of the most critical contributors to success for adoption of the field service management solution?. Turning on Performance Analytics. Capturing business process requirements from C-level executives. Involving field service process user personas in the decisions and implementation. Enabling Predictive Intelligence.

What approach is recommended when starting with ServiceNow FSM implementation?. Begin with a grand design. Plan for perfection. Implement all features at once. Start with essential features and add complexity gradually.

When a work order task is rejected, which role is likely to handle it next?. Qualifier. Manager. Dispatcher. Administrator.

What ensures continual success with ServiceNow FSM implementation?. Avoiding adjustments. A process improvement loop. A static approach. Over-engineering from the start.

What is the Field Agent's role once a task is accepted?. Starts travel/work. Qualifies work orders. Schedules tasks. Creates work orders.

Who is responsible for configuring the Field Service Management application?. Qualifier. Dispatcher. Initiator. Administrator.

Why should the field be involved in decision-making and implementation?. They can automate task assignment. It avoids the need for flexibility. Their practical knowledge and needs are essential. They manage all exceptions and handoffs.

Which operational role can view and manage their team's calendar and skills distribution?. Manager. Initiator. Dispatcher. Qualifier. Field Agent.

What are the three key elements of field service management? [ Choose 3 answers ]. Skill. Maintenance. Time. Location. Groups.

What are the three key elements of field service management? [ Choose 3 answers ]. Skill. Maintenance. Time. Location. Groups.

In which phase of the work order process lifecycle would one or more tasks be assigned to a field agent?. Qualification. Delivery and Confirmation. Initiation. Analyze and Improve. Scheduling and Dispatch.

Which of the following are considered field service groups? Select three. [ Choose 3 answers ]. Work. Manager. Qualification. Admin. Dispatch.

When qualification is enabled, which two states are available on the work order request record? [ Choose 2 answers ]. Work in Progress. Assigned. Awaiting Qualification. Qualified. Draft.

Which field service model is illustrated by routine preventive maintenance for field service assets?. Project. Planned. Predictive. Reactive.

When using task-driven processing how many tasks, at a minimum, must a work order contain?. Three. Five. One.

What processing method does field service management use for handling work orders?. Task-driven processing. Automatic qualification. Automatic booking. Request-driven processing.

Which operational role reviews work order requests by defining tasks, dependencies, parts, and skills?. Dispatcher. Initiator. Field Agent. Manager. Qualifier.

Which role is assigned to a field service agent?. sn_customerservice_agent. wm_initiator_agent. sm_agent. wm_agent.

What is an example of dynamic membership in territories?. An agent assigned only for a day. An agent with no specified assignment period. A technician assigned between June and August, and October to December. A technician permanently assigned to one territory.

What happens if the wm_agent role is removed from a field agent's user record and there is stock remaining in their personal stockroom?. The personal stockroom is not deleted. The personal stockroom is deleted.

Why is it critical that each location record contains a latitude and longitude field value?. For sending mailers to customers. Geolocation depends on latitude and longitude information. To validate the address.

When data cleansing is required, what two preferred methods should be used to clean the data? [ Choose 2 answers ]. Code. No Code. Low Code.

What role do managers use in a setup where Workforce Optimization for FSM is not used?. wfo_fsm.manager. wm_manager. fsm_admin. wm_agent.

How do territories differ from static group memberships?. Territories allow flexible, temporary assignments. Territories are permanent. Groups allow flexible assignments. Groups have dynamic membership.

What is the primary function of product models in the context of field service management?. To provide real-time tracking of technicians. To display work order history for assets. To represent different pricing tiers of services. To represent specific versions of assets that might be in-use or in-stock and link them to model categories.

Where do contractor company managers review assigned work order tasks?. Field Service Internal System. Directly in emails. Contractor Database. Field Service Contractor Portal.

What are locations used for in ServiceNow Field Service Management? [ Choose 2 answers ]. Defining group coverage areas and territories. Being used as criteria during approval of tasks. Associating with customer account, contact, stockroom, assets and consumables, and other record types. Auto-populating Qualification and Dispatch groups on forms. Facilitating the quick deletion of customer accounts.

Which statement best describes the relationship between Assets and Configuration Items (Cls) in ServiceNow Field Service Management?. Every Cl must have a corresponding asset. Assets always require a linked CI to function. Assets and Cls are the same and can be used interchangeably. Assets can be implemented without relationships to configuration items, even though they can be synchronized with Cls.

What is the primary goal of Capacity and Reservations Management?. Automated invoicing. Workload balancing. Real-time tracking. Customer management.

What needs to be activated and configured to track agent location more accurately through mobile devices?. Appointment booking. Dispatcher workspace. Geolocation. Mobile playbooks.

In a setup without Workforce Optimization for FSM, where are agent schedules stored?. Schedule Entries [schedule_entries] table. Schedule Management [schedule_mgmt] table. Schedules and Shift Plans [sn_shift_planning_schedule_plan] table. Agent work schedules [agent_work_schedule] table.

What happens if the skills configuration option is set to "all" and no agents possess all the required skills for a task?. The agent with the closest skills match is auto-assigned. The task is assigned to the first available agent. Auto-assignment occurs without considering skills match. None are auto-assigned.

When Workforce Optimization for FSM is implemented, what tool do managers use to manage team skills, calendars, schedules, events, and more?. Manager Workspace. Manager Workforce. Shift Planning Workspace. Agent Work Schedules.

What does territory planning allow field service administrators to do?. Assign locations to an individual or group. Prioritize and manage a group of customers. Map a service location to a parent location.

When establishing groups, what should be done first?. Create the territories first. Create the locations first. Create the groups first.

How does the map-based interface support better strategic decisions?. It is only used for historical data. It only shows static data. It shows real-time resource availability and geographic coverage areas. It doesn't help with planning.

How is the skills rating of an agent calculated when a task is qualified or ready for dispatch?. Skills_task/Skills_agent. Skills_task - Skills_agent. Skills_agent x Skills_task. Skills_agent/Skills_task.

Which assignment method for tasks is preferred?. Using auto-assignment. Using a workflow. Using dynamic scheduling. Manual assignment.

What does a maintenance plan utilize to create one or more work order requests? Select two. [ Choose 2 answers ]. Part sourcing and transfer. Appointment Booking Service. Maintenance Schedules. Work Order Templates.

What does enabling "Assign tasks based on assignment group product models" achieve?. It allows tasks to be assigned to any group. It assigns tasks to groups with specific parts. It filters groups by the task's location. It filters groups based on their expertise with specific product models.

Which selection criteria is based on a specific usage metric?. Time-based. Location-based. Meter-based. Model-based.

What is the purpose of defining different cost rates, labor rates, and policies in FSM?. Simplifying task management. Accurate billing and payroll calculations. Reducing service time. Automating time recording.

What is the role of labor rate cards in FSM?. To automate task assignment. To track time worked. To simplify work order creation. To standardize the costs associated with field service activities.

Which step involves determining when and how often maintenance occurs?. Configuring a maintenance schedule. Creating a maintenance plan. Associating the plan to records. Executing the schedule.

What happens when field agents create time worked records in FSM?. The task is marked as complete. The agent is notified. Time cards are automatically generated or updated. A new work order is generated.

Why is it important to use the "Assign tasks based on assignment group skills" option?. To ensure only teams with necessary skill sets are selected for specialized tasks. None of the above. To ensure tasks are only assigned to groups in specific locations. To prioritize task assignments by work order type.

What is allowed even when time windows for tasks are defined based on customer preferences?. Altering agent skills. Automated invoicing. Modifying customer preferences. Manual override.

What is the first step in creating a planned maintenance overview?. Identify assets that require regular maintenance. Design work order templates. Determine when maintenance occurs. Create plans using selection criteria.

What does a maintenance plan specify in Field Service Management (FSM)?. The criteria such as asset type or location. The budget for maintenance. The tools required. The timing of maintenance.

Which option allows you to limit the selection of dispatch and assignment groups based on the task's location?. Assign requests or tasks based on assignment group coverage areas. None of the above. Assign tasks based on assignment group product models. Assign tasks based on assignment group skills.

What does dynamic scheduling use to determine if an agent is available for task assignment? [ Choose 3 answers ]. Agent schedules. Agent has matching parts. Agent has matching skills. Agent feedback ratings.

What happens when you enable "Templates Create a Dedicated Catalog Item" in the field service configuration settings?. Work order templates are stored in a separate folder. You get a summary report of all work order templates. Automatic publishing of catalog items for created work order templates. Automatic deletion of old catalog items.

When using a task-driven process lifecycle, work orders are not set to a closed state until when?. At least one work order task is closed (closed complete or closed incomplete). All work order tasks are closed (closed complete or closed incomplete).

What is the purpose of work order templates in the maintenance process?. To monitor asset performance. To outline what needs to be done for each type of maintenance. To calculate maintenance costs. To assign tasks to agents.

When auto-selection of agents for task requires them to have skills option in field service assignment configuration is set to 'some', what do you need to consider?. Auto-assignment will not consider agent schedules. Auto-assignment will not consider part requirements. Auto-assignment cannot occur if the field agents do not have any skills.

Which rate type is applicable when a field agent works beyond their standard hours?. FSM Billable Standard. FSM Rate Card Task Work (Billable). FSM Rate Card (Default). FSM Billable Overtime.

Select two ways contextual search helps initiators and field agents effectively perform their work. [ Choose 2 answers ]. Automatically creating knowledge articles for recently resolved work order tasks. Attaching knowledge articles to work orders to assist field agents. Displaying search results on forms when typing ahead short descriptions.

When automatic qualification is enabled, which work order state is skipped?. Draft. Approved. Awaiting Qualification. Pending Dispatch.

In which order does the Source Parts UI Action search for parts?. Other stockrooms, group stockroom, agent's personal stockroom. Agent's personal stockroom, group stockroom, other stockrooms. Agent's group stockroom, agent's personal stockroom, other stockrooms. Group stockroom, agent's personal stockroom, other stockrooms.

How can the system assist with optimizing parts inventory and ensuring the correct parts are available for field agents?. By enabling 'Part Requirements are Needed by Agents' to specify necessary parts. All of the above. By enabling 'Cancel Open Transfer Orders' to release the reservation of parts when unscheduling tasks. By enabling 'Reserve Parts in Agent Stockroom' to automatically reserve parts upon scheduling.

What should field agents be required to do for each task according to the default settings?. Reserve parts in their stockroom. Specify parts. Cancel open transfer orders. Auto-close deliver and receive tasks.

How does the system determine the window start for a work order task dependent on a part delivery?. Based on the task's due date. Based on the delivery-by date of the associated transfer order. Based on the dispatcher's input. Based on the SLA associated with the work order task.

Which action allows field agents to correct mistakes when they mark a part as 'Used' by mistake?. Reserve Parts UI Action. Cancel Reserved Parts. Undo Usage UI Action. Source Parts UI Action.

Which records help track the different stages and states the part moves through in this process?. Part sourcing records. Transfer Order Line Task records. Task status records. Task records.

Which business rule needs to be set to 'true' to auto-populate the task's window end based on the SLA?. Sync up Delivery Time with WOT. Calculate Window End. Auto-Schedule Work Tasks. Populate Window End Based on SLA.

What is the default field service configuration setting for 'Reserve parts in agent stockroom' and 'Cancel open Transfer Orders'?. Enabled only for dispatchers. Enabled. Enabled only for managers. Disabled.

What happens to reserved parts in the agent's stockroom when a task is unscheduled, if the configuration is enabled?. They are automatically reserved again. They are left unchanged. They are transferred to another agent. They are automatically cancelled.

What is the first step a dispatcher takes in the part sourcing and transfer process?. Assign task. Ship part. Create/confirm part requirement for task. Source part.

Which setting allows dispatchers to adjust how tasks are sorted in the task panel?. Route Optimization. Task & Agent Card Configuration. Task Panel Sort Options. Agent List Sorting.

What is the purpose of filtering tasks in the dispatcher's task panel?. To enable task assignment modals. To keep the task panel relevant and uncluttered. To locate specific team members. To optimize field agent routes.

How can you customize the information visible on task and agent cards in Dispatcher Workspace?. Use advanced search. Adjust task panel sort options. Modify card configuration settings. Enable route optimization.

What feature in Dispatcher Workspace helps save time and resources by optimizing field agent routes?. Advanced search. Route Optimization. Task & Agent Card Configuration. Task Panel Filtering.

What can be adjusted to define how field agents are sorted in Dispatcher Workspace?. Route optimization. Task panel filtering. Dispatcher Workspace settings. Agent list sorting.

What do you need to configure for dispatcher workspace to consider mandatory parts or mandatory skills when recommending agents for assignment?. Agent recommendation sort criteria. Task panel sort criteria. Matching criteria.

When should you ideally use Batch Optimization?. When a technician calls out sick. In real-time when tasks are canceled. During a weather event. At the beginning of the day or week.

What system property must be enabled to activate Double Booking?. work.management.allow.singlebooking.dynamicscheduling. work.management.allow.none.dynamicscheduling. work.management.allow.multiplebooking.dynamicscheduling. work.management.allow.doublebooking.dynamicscheduling.

What is the function of Batches in Schedule Optimization?. To blend objectives and constraints. To link tasks to assignment groups. To set when and how optimizations occur. To minimize travel time.

What is the role of the work.management.rejected.technician.duration system property?. It determines the default time for all tasks. It sets the time period a technician needs to complete a task. It specifies how long a technician can reject tasks. It defines the time period a rejected task cannot be reassigned to the same technician.

What happens to tasks when the Use scheduled state property is turned off?. Tasks move from "Scheduled" to "Assigned". Tasks are deleted. Tasks move from "Scheduled" to "Completed". Tasks stay in the "Scheduled" state.

What must be enabled in order to display the appointment selection widget on the appointment booking record producer?. Availability method. Portal view. Appointment booking variable set (sn_appointment_variable_set). Field service catalog.

What are the three key components of dynamic scheduling? [ Choose 3 answers ]. Un-Assignment constraints. Window start. Task ordering rules. Window end. Task filtering.

What is the primary role of Policies in Schedule Optimization?. To link tasks to batches. To set when and how optimizations occur. To blend objectives and constraints for optimization goals. To divide tasks based on geographical territories.

What types of optional criteria can be configured for task recommendations?. Task Category and Agent Skill Level. Time and Distance. Complexity and Urgency. Filtering constraints and Ranking criteria.

Which state is introduced in work order and task records when Soft Booking is enabled?. Pending Dispatch. Completed. Ready for Dispatch. Scheduled.

What ranking method would you use for a situation where fewer assigned tasks are better when determining agent ranking?. Less is better. More is better.

What is the main characteristic of Schedule Optimization?. Policy-based engine. Rule-based engine. Task-by-task operation. Agent-centric.

What is the appropriate time to use the 'Based on Capacity' availability strategy when creating appointment booking services?. When auto-assignment is off. When Field Service Capacity and Reservations Management plugin is installed and Work Order table is selected. When Incident Management plugin is installed and the Incident table is selected. Always.

What is the minimum number of records a bundle can have?. One. Two. Four. Three.

When configuring appointment booking services, what does the 'Use Slot End Time As' attribute specify?. Agent arrival or task completion time. Task categorization. Task priority. Work duration.

What does Dynamic Scheduling do when no 'white-space' is found in an agent's schedule?. Adds the task to a queue. Reassigns the agent. Pauses operation until space is found. Unassigns a less critical task to make room.

How does setting customer-preferred and excluded technicians affect dynamic scheduling?. It has no effect on dynamic scheduling. It prevents the task from being assigned. It allows the scheduling system to consider these preferences when assigning tasks. It allows for assigning tasks to any available technician.

Which criteria are used in assignment of tasks when using dynamic scheduling? Select three. [ Choose 3 answers ]. Location. Outlook calendar. Skills. Parts.

What happens to a task when the "Schedule Lock" attribute is enabled?. The task is removed from the system. The task is automatically assigned to the next available agent. The task is included in Intelligent Task Recommendations. The task can only be manually assigned by a dispatcher.

What is required before you can configure an appointment booking service for field service?. Maintenance plan. Work order template. Appointment booking variable set.

When configuring appointment booking services, which attribute determines the number of available appointments per time slot?. Reschedule/Cancel By Time. Appointments Per Window. Future Bookable Max Days. Lead Time.

Which method is used to ensure that Schedule Optimization Policies do not allocate tasks to those who cannot complete them?. Constraint. Objective. Batch. Scope.

What is the primary focus of Dynamic Scheduling?. Immediate Task Assignment. Global Efficiency. Balancing Workloads. Minimizing Travel Time.

What is used to create advanced appointment availability? Select two. [ Choose 2 answers ]. Work order templates. Service Configuration Rules. Advanced Configuration. Maintenance plan.

What is the primary objective of enabling Intelligent Task Recommendations?. To improve the user interface. To auto-assign tasks to agents. To improve agent efficiency and accuracy in task selection. To collect data on agent performance.

Which applications are mapped to a task recommendation policy by default? Select two. [ Choose 2 answers ]. Agent Mobile. Dispatcher Workspace. Manager Workspace. Service Portal.

What is the maximum recommended number of tasks which can be selected at once when running dynamic scheduling manually?. 50. 75. 25. 10.

What is the role of filtering constraints in the optional task recommendation criteria?. To auto-assign tasks to agents. To assign scores to tasks. To prioritize tasks based on agent skill level. To eliminate tasks that don't meet specific conditions.

Which default table is used for the Application-level Field Service Configuration when setting up appointment booking services?. Task Table. Service Catalog Table. Work Order Table. Incident Table.

Which component helps to ensure that the policies are applied to the right set of tasks?. Scopes. Batches. Policies. Objectives.

What is the operational logic of Route Optimization?. Agent-centric. Task-by-task. Proactive and holistic. Policy-based.

What action should be avoided when setting the glide.sg.offline.scheduled_download.cachesync_offset property?. Setting it to true. Setting it as a string. Setting it to a negative number. Setting it lower than the job interval.

What happens to actions taken by the agent in Offline Mode?. Saved in an outbox. Saved in an inbox. Directly updated in the database. Lost once connectivity is restored.

How is data managed after 48 hours in Offline Mode?. Encrypted. Deleted. Archived. Sent to Admin.

What is the purpose of the Populate Agents Daily Schedule Table job?. To manage offline data synchronization. To generate daily reports. To monitor agent activities. To populate the agent's schedule in online mode.

What happens to tasks while using Offline Mode?. Can neither be created nor edited. Can be edited but not created. Can be created but not edited. Can be created and edited.

What does Offline Mode allow field agents to do?. Access data only with internet. Only view previously opened tasks. Make calls without internet. Access cached data without internet.

Which setting should be activated to schedule the offline cache download?. None of the above. Deactive checkbox. Active checkbox. Suspend checkbox.

Which system property enables scheduled downloads in Offline Mode?. glide.sg.offline.scheduled_download.enabled. glide.sg.offline.expiration. glide.sg.offline_payload.refresh_frequency. glide.sg.offline.cachesync_offset.

What role is required to repair the SLA and capture the device timestamp? Select two. [ Choose 2 answers ]. sla_admin. admin. wm_agent. fs_admin.

Where can you review and repair SLAs updated while offline?. Field Service > Offline SLA. SLA > Repair Offline. SLA Administration > Offline Updates. Field Service > SLAs Updated Offline.

What table stores the final, aggregated agent ratings?. Customer's portal. [asmt_assessment_instance] table. [wm_agent_rating] table. [asmt_metric_results] table.

How often does the job run to update the agent's rating?. Daily. Weekly. Monthly. Instantly after each survey.

What initiates the agent feedback process?. Agent closes work order task. Survey is manually sent by admin. Agent logs in to portal. Customer logs a complaint.

What happens after the customer completes the survey?. Survey results are stored in the [asmt_metric_results] table. The agent receives a bonus. The survey is deleted. Survey results are emailed to the admin.

Where is the new survey instance stored?. [wm_agent_rating] table. [asmt_metric_results] table. Customer's email. [asmt_assessment_instance] table.