ServiceNow CIS-FSM Exam Dumps & Practice Test Questions
Question 1
Which feature enables organizing tasks into reusable templates that can be exposed through the service catalog?
A Work Order Templates
B Appointment Booking
C Dynamic Scheduling
D Service Level Agreements
Correct Answer: A
Explanation:
Within the context of Field Service Management (FSM) and broader service operations on platforms like ServiceNow, task consistency and efficiency are key. When multiple requests require similar steps or processes, having a predefined structure significantly reduces manual effort, improves accuracy, and speeds up delivery. This is where the concept of templates comes in.
Option A, Work Order Templates, is the correct answer. These templates allow organizations to define standardized sets of tasks, resource needs, instructions, and other attributes that are commonly repeated in field service work. Once created, these templates can be made available through the service catalog, enabling users to request them as part of a predefined offering. This ensures that service agents or technicians always follow consistent procedures and that no steps are missed during service delivery. It also enhances self-service for requesters, who can initiate complex service processes through simple catalog requests.
Option B, Appointment Booking, is a scheduling feature. It allows customers or internal users to select appointment times for services, but it is not related to task templating or service catalog configuration. While it improves the customer experience, it does not offer reusable task organization.
Option C, Dynamic Scheduling, is a dispatching and optimization tool used in FSM to allocate resources to tasks based on availability, location, and skillset. While it enhances workforce efficiency, it does not provide templating capabilities or integrate with the service catalog in the same way work order templates do.
Option D, Service Level Agreements (SLAs), are used to measure performance against predefined timelines and commitments. SLAs ensure tasks are completed within agreed-upon durations but are not task templates and are not exposed directly through the service catalog.
In conclusion, Work Order Templates are specifically designed for organizing repeatable service activities into structured, catalog-accessible forms, making A the correct answer.
Question 2
Which feature splits field service data and administration into separate logical groups known as domains?
A Bucketing
B Domain Separation
C Domain Scheduling
D Groups
Correct Answer: B
Explanation:
In large enterprises, especially those with multiple subsidiaries, departments, or customers operating on a single instance of a platform like ServiceNow, it's critical to maintain data isolation and administrative independence. Field Service Management (FSM) supports this need using a feature called Domain Separation, which divides data and business logic into logically isolated units called domains.
Option B, Domain Separation, is correct. It allows different organizations or units within a company to operate independently within the same platform instance. Each domain can have its own data — such as users, work orders, configurations, and processes — while still residing within a shared technical environment. This is extremely valuable in multi-tenant or franchise-based business models where one company manages services for multiple clients or units.
This feature not only isolates field service data but also separates administrative functions such as roles, workflows, and business rules. It ensures that, for example, a technician or dispatcher in Domain A cannot access records or modify configurations in Domain B unless explicitly authorized. This maintains data security, operational independence, and compliance with internal or regulatory boundaries.
Option A, Bucketing, typically refers to the categorization of data into ranges or groups — often used in reporting or scheduling — but it does not create isolated operational domains or affect administrative controls.
Option C, Domain Scheduling, is not a standard term in ServiceNow FSM or ITOM. While scheduling can be customized by domain, this is a function that operates within domain separation rather than being the mechanism for separation itself.
Option D, Groups, are used to define teams or sets of users (e.g., dispatchers, technicians), often for role-based access control or workflow assignments. While groups can be domain-specific, they do not by themselves establish isolated data partitions.
In summary, Domain Separation is the feature that enables structured, logical isolation of FSM data and functions into domains, ensuring autonomy and data integrity. Therefore, the correct answer is B.
Question 3
Which two ServiceNow integrations are relevant for Field Service Management (FSM)? (Choose two)
A Integration with Project Portfolio Management (PPM)
B Work Order Management integration
C Asset Management integration
D Outlook Calendar Integration
E Customer Service Management (CSM) Integration
Correct Answers: B and C
Explanation:
In Field Service Management (FSM), the key goal is to provide seamless coordination of service tasks, field technician scheduling, asset tracking, and customer interaction. This requires integration with other ServiceNow modules and external systems to enable efficient workflows and information exchange.
Option B, Work Order Management integration, is essential for FSM. Work Order Management is directly linked to FSM because work orders are central to the entire service process. Integrating work order management allows FSM to automatically create, update, and track work orders based on real-time service needs and customer requests. This integration ensures that work orders are processed efficiently, making it easier for technicians to receive tasks, update progress, and report completion.
Option C, Asset Management integration, is also correct. Integrating Asset Management with FSM is crucial for tracking the physical assets that technicians will service. When a work order involves specific assets, FSM can access asset details like history, warranty status, and location, helping technicians complete the work with accurate and up-to-date information. This integration improves service efficiency, ensures that the right parts are used, and supports preventive maintenance efforts by keeping track of asset health.
Option A, Integration with Project Portfolio Management (PPM), is not as directly relevant to FSM. While PPM is important for managing strategic projects, it does not specifically tie into the operational processes of field service, such as work orders, scheduling, and resource allocation.
Option D, Outlook Calendar Integration, is not a core integration for FSM. While Outlook calendar integrations can be useful for scheduling appointments and meetings, FSM relies more on specialized scheduling tools and work order systems to allocate field service tasks.
Option E, Customer Service Management (CSM) Integration, is relevant, but to a lesser extent than Work Order Management and Asset Management. CSM integration helps manage customer interactions and may trigger FSM work orders when customers report issues, but it doesn’t directly deal with the operational execution of field service tasks. However, CSM can be used to generate cases that result in FSM tasks.
In conclusion, Work Order Management integration and Asset Management integration are the most critical for the FSM process, making B and C the correct answers.
Question 4
What configuration must be enabled to allow customers to digitally sign and verify work orders?
A Require work notes before task closure
B Enable managed documents and task activities
C Activate Signature Capture and PDF Order Summary
D Copy work notes to the parent request
Correct Answer: C
Explanation:
To enable digital signatures and allow customers to sign and verify work orders in a Field Service Management (FSM) system, certain configurations must be set up to ensure that the system can handle this requirement. These features ensure that customers can sign documents electronically, providing a legally binding verification of the service performed.
Option C, Activate Signature Capture and PDF Order Summary, is the correct configuration. This feature enables the digital capture of signatures for work orders, providing a secure method for customers to confirm the completion of work. Additionally, this configuration allows for the generation of a PDF order summary that can be signed by the customer. The digital signature is stored as part of the work order, ensuring that it is legally compliant and that both parties (customer and service provider) have a record of the agreement. This is important for maintaining customer satisfaction and ensuring compliance in regulated industries.
Option A, Require work notes before task closure, does not relate to digital signatures. While it can enforce the completion of notes before a task can be closed, it doesn’t address the signature or work order verification process.
Option B, Enable managed documents and task activities, is not the correct option for enabling digital signatures on work orders. Managed documents may be used to track and store various documents related to tasks, but enabling Signature Capture and generating a PDF Order Summary are the direct methods needed to handle customer signatures.
Option D, Copy work notes to the parent request, is used to replicate work notes to the parent request (usually for a task that is part of a larger request). While this ensures that the parent request remains up to date, it doesn’t help with digital signatures for work orders.
In summary, the activation of Signature Capture and the ability to generate a PDF Order Summary are the necessary steps to allow digital signatures and verification of work orders, making C the correct choice.
Question 5
What functionality is provided when the "Use dispatch queue" setting is enabled in FSM configuration?
A Enables scheduling of agents or tasks
B Allows manual task assignment via dispatch queue
C Routes tasks by assignment group coverage
D Automatically matches agents based on skills
Correct Answer: B
Explanation:
In Field Service Management (FSM), the ability to efficiently assign tasks to field agents or technicians is essential for optimizing service delivery. One of the features used to streamline task assignment is the dispatch queue, which helps service managers manually control how tasks are distributed among agents.
Option B, Allows manual task assignment via dispatch queue, is the correct answer. When the "Use dispatch queue" setting is enabled, it provides a visual interface where dispatchers or service managers can manually assign tasks to specific field agents. This setting enhances flexibility and control by allowing dispatchers to view all available tasks in a queue and assign them as needed based on workload, proximity, or priority. The dispatch queue helps in prioritizing tasks and ensuring that field service agents are dispatched efficiently according to real-time needs.
Option A, Enables scheduling of agents or tasks, while related to FSM, does not specifically describe the dispatch queue’s functionality. The dispatch queue itself is focused more on manual assignment of tasks to agents rather than scheduling tasks in an automated or systematic manner. Scheduling typically refers to the process of planning and assigning tasks based on available resources, which is not directly handled by the dispatch queue setting.
Option C, Routes tasks by assignment group coverage, is not the functionality enabled by the dispatch queue setting. While assignment groups can be used in scheduling and routing tasks, this particular setting enables manual assignment rather than automatic routing based on group coverage.
Option D, Automatically matches agents based on skills, refers to a different feature, typically related to skill-based routing or dynamic scheduling. This functionality is about automatically assigning the right agent to a task based on the skills required for that task, which is different from the manual assignment provided by the dispatch queue.
In conclusion, the "Use dispatch queue" setting is specifically designed to enable manual task assignment to agents via the dispatch queue interface, making B the correct answer.
Question 6
Which component helps categorize various work types for accurate time tracking and billing?
A Time Cards
B Rate Types
C Rate Models
D Rate Lines
Correct Answer: B
Explanation:
Accurate time tracking and billing are crucial aspects of Field Service Management (FSM), especially when the work involves different types of service tasks that may have varying rates or billing models. To manage this complexity, a system like ServiceNow uses components that help categorize work types and apply the appropriate rates for billing purposes.
Option B, Rate Types, is the correct answer. Rate Types are used in FSM to define how different types of work should be billed based on categories like service type, time of day, or service complexity. Rate types help categorize tasks (e.g., installation, maintenance, emergency services) and apply specific billing rates to each category. This ensures that the correct rate is applied depending on the nature of the service performed, which is essential for accurate time tracking and billing.
Option A, Time Cards, are used to track the time worked by employees or field agents. While time cards are important for recording hours worked, they do not inherently categorize the types of work for billing purposes. Time cards simply track duration and work performed but do not define or manage billing rates.
Option C, Rate Models, are used to define structured pricing strategies for services based on different factors like location, service type, or customer. While they are important for pricing, Rate Types are the specific element that categorizes and assigns rates to work for accurate time tracking and billing.
Option D, Rate Lines, refer to the individual entries in a rate model or invoice that specify the detailed breakdown of the costs for specific services or time entries. Although they are part of the billing process, they don’t categorize work types. Rate lines are more about detailing the price for individual tasks, not categorizing types of work.
In summary, Rate Types are used to categorize work types for accurate billing and time tracking, making B the correct answer.
Question 7
What method is used to estimate travel time and distance when Google Maps API is not enabled in FSM?
A Manual distance calculation
B Pre-configured travel routes
C Straight line (as-the-crow-flies) estimation
D No estimation is possible
Correct Answer: C
Explanation:
In Field Service Management (FSM), estimating travel time and distance is essential for efficient scheduling and resource allocation. The Google Maps API typically provides accurate, real-time travel data, but if this API is not enabled, an alternative method must be used to calculate estimates.
Option C, Straight line (as-the-crow-flies) estimation, is the correct method when the Google Maps API is not available. This method estimates the straight-line distance between two locations, which is the shortest possible distance that a straight line could cover. Although this method doesn't account for real-world travel factors like road networks, traffic, or detours, it provides a quick, simple estimation of travel distance and time, useful for planning purposes when more precise data is unavailable.
Option A, Manual distance calculation, is not a standard feature in FSM. While it is possible for someone to manually calculate distances, this method is not automated and would be too inefficient for use in an FSM system. It is not the default approach when the Google Maps API is unavailable.
Option B, Pre-configured travel routes, could potentially help in scenarios where set routes are commonly used, but it is not a default estimation method in FSM when GPS or real-time mapping tools are unavailable. Travel routes would need to be specifically pre-configured, which is not typical for all organizations or use cases.
Option D, No estimation is possible, is incorrect because FSM systems still offer basic methods of estimation like the straight-line calculation, even if more sophisticated mapping tools are not enabled.
In conclusion, Straight line estimation (as-the-crow-flies) is the most commonly used alternative method for estimating travel time and distance in FSM when Google Maps API is not enabled, making C the correct choice.
Question 8
What happens when a task can't be automatically assigned due to issues like invalid location or unschedulable time windows?
A System overrides constraints and assigns the task anyway
B Task is placed into a pending dispatch state
C Task is flagged as unassigned
D Dispatcher is prompted to override constraints immediately
Correct Answer: B
Explanation:
In Field Service Management (FSM), tasks need to be assigned based on specific criteria, such as valid locations, available time windows, and resource availability. If a task cannot be automatically assigned due to conflicts like an invalid location or an unschedulable time window, the system needs to handle this situation gracefully and not force an incorrect assignment.
Option B, Task is placed into a pending dispatch state, is the correct answer. In this case, when automatic assignment fails due to issues like location or scheduling constraints, the task is placed into a pending dispatch state. This state essentially "holds" the task until a dispatcher manually intervenes to resolve the issue. This ensures that the task is not wrongly assigned and that the dispatcher can review and address the issue — such as correcting the location, rescheduling the time window, or assigning the task to a technician who meets the new criteria.
Option A, System overrides constraints and assigns the task anyway, is incorrect because overriding constraints automatically could lead to incorrect assignments, which could affect service quality and customer satisfaction. Systems generally avoid this to prevent errors and ensure that the assigned work is feasible.
Option C, Task is flagged as unassigned, is not entirely accurate. While the task may appear unassigned in certain views, the key functionality here is that it goes into a pending dispatch state to await manual review, rather than being flagged as simply unassigned. This gives the dispatcher a chance to act on the issue.
Option D, Dispatcher is prompted to override constraints immediately, is also incorrect because the system doesn’t immediately prompt the dispatcher to override the constraints. Instead, the task is held in a pending dispatch state, and the dispatcher will need to review the task and make adjustments based on the specific situation.
In summary, when a task cannot be automatically assigned due to issues like location or scheduling conflicts, it is placed into a pending dispatch state, where a dispatcher can manually resolve the problem, making B the correct answer.
Question 9
Which two platform features help a dispatcher automatically assign Work Order Tasks to the most appropriate field technicians? (Choose 2)
A Skills Management with “Required Skills” on the task
B Assignment Rule using “Queue Length” weighting
C Agent Workspace Intents (NLU)
D Dynamic Scheduling with territory and availability constraints
E Predictive Intelligence Case Similarity
Correct Answers: A and D
Explanation:
In Field Service Management (FSM), automatically assigning tasks to the most appropriate technicians is a critical aspect of optimizing service delivery. Several features can help dispatchers make these assignments efficiently, reducing manual intervention and improving the overall process.
Option A, Skills Management with “Required Skills” on the task, is one of the most effective methods for automatically assigning work order tasks. Skills Management allows the dispatcher to specify the skills required for a particular task. When the system detects a task that needs specific skills, it can match it with technicians who have those skills, ensuring that the right technician is assigned for the task. This eliminates errors and inefficiencies in assignment, improving overall service quality and reducing task completion time.
Option D, Dynamic Scheduling with territory and availability constraints, is another key feature that helps assign work orders to the most appropriate technician. Dynamic Scheduling optimizes the scheduling process by considering factors like territory, availability, and resource constraints. The system can automatically assign technicians based on where they are located and whether they are available to complete the task, minimizing travel time and ensuring that work orders are assigned to technicians who can meet the required time windows.
Option B, Assignment Rule using “Queue Length” weighting, does help with task assignments but is not as directly tied to field technician appropriateness. While it helps route tasks based on queue load, it doesn't specifically optimize for technician skills or proximity, which are the most critical factors for FSM.
Option C, Agent Workspace Intents (NLU), refers to Natural Language Understanding (NLU), which is used to help understand user input. While it can assist in interacting with dispatchers or customers, it does not directly relate to assigning tasks to technicians based on skills or availability.
Option E, Predictive Intelligence Case Similarity, uses machine learning to identify patterns and match cases based on similarity. While it can improve case management, it is not a feature that directly contributes to assigning technicians to work orders in FSM.
In conclusion, Skills Management with Required Skills and Dynamic Scheduling with territory and availability constraints are the two primary features that help automatically assign the most appropriate technicians to tasks, making A and D the correct answers.
Question 10
When configuring Asset and Inventory integration for Field Service Management, which two records must be set up to ensure technicians can consume parts from truck stock during a Work Order? (Choose 2)
A Stockroom of type “Van” linked to the technician’s user record
B Transfer Order with source = Central Warehouse and destination = Technician Van
C Inventory Adjustment for negative quantity on Work Order Task completion
D Product Catalog item with procurement lead time
E Asset Model record set to “Track in Asset Management = false”
Correct Answers: A and B
Explanation:
In Field Service Management (FSM), technicians often need to use parts stored in their van stock to complete work orders. For this process to work smoothly, certain configurations must be in place to ensure proper inventory tracking and consumption during the service.
Option A, Stockroom of type “Van” linked to the technician’s user record, is the correct setup for managing van stock. In FSM, a stockroom must be designated as a “Van” to reflect the technician's personal inventory. This stockroom must be linked to the technician’s user record so that the system can track and manage the parts available in the technician’s van. This enables consumption of parts directly from the van when performing a work order task, ensuring accurate inventory levels are maintained.
Option B, Transfer Order with source = Central Warehouse and destination = Technician Van, is another necessary setup. Transfer Orders are used to move parts from a central warehouse to the technician’s van stock. This allows the technician to replenish van stock based on need, ensuring that they have the parts required for future tasks. This integration between inventory management and field service operations ensures that technicians always have the right parts available for work orders.
Option C, Inventory Adjustment for negative quantity on Work Order Task completion, relates to tracking inventory consumption after a task is completed. While this is important for maintaining accurate inventory records, it does not directly enable technicians to consume parts from their van stock during work order execution.
Option D, Product Catalog item with procurement lead time, helps with the procurement process and defines the lead time for items to be ordered. However, it is not directly related to enabling technicians to consume parts from truck stock during work orders.
Option E, Asset Model record set to “Track in Asset Management = false”, is incorrect in this context. Asset Models are used for managing assets in Asset Management, and this setting ensures that the system does not track an item as an asset. This is not directly relevant to enabling parts consumption from van stock.
In summary, Stockrooms of type “Van” and Transfer Orders from the warehouse to the technician's van are critical configurations to ensure that technicians can consume parts from their van stock during work orders, making A and B the correct answers.
