ServiceNow cis-fsm practice test

Field Service Management

Last exam update: Dec 10 ,2025
Page 1 out of 6. Viewing questions 1-15 out of 86

Question 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
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Answer:

B

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Question 2

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

  • A. Predictive
  • B. Project
  • C. Reactive
  • D. Planned
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Answer:

D

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Question 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
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Answer:

E

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Question 4

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

  • A. Process Automaton Designer
  • B. Targeted Communication
  • C. Survey Designer
  • D. Assessment Designer
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Answer:

C

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Question 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
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B

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Question 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
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Answer:

C

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Question 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
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Answer:

B

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Question 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
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B

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Question 9

Where can dispatchers view real-time locations of agents?

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

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Question 10

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

  • A. Skills
  • B. Parts
  • C. Routes
  • D. Locations
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Answer:

D

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Question 11

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

C

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Question 12

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

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

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Question 13

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

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

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Question 14

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
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A

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Question 15

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
Mark Question:
Answer:

B

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