ServiceNow cis-fsm practice test

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

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

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

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

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

What does it mean when you set a work order task as an upstream task?

• A. The downstream task must he approved before completing an upstream task
• B. The task must he completed before any downstream tasks can be started
• C. The task is dependent on another work order request
• D. The task cannot 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?

• A. Work Order Qualification
• B. Circular relationships
• C. Work Order Dependencies
• D. Work order templates

Reactive, Planned, and Predictive are examples of what?

• A. Work order templates
• B. Field service products
• C. Field service models
• D. ServiceNow maturity levels

Which reasons can field agents provide when rejecting tasks that were assigned to them? (Choose
four.)

• A. Not a preferred customer
• B. Type of work not preferred
• C. Parts unavailable
• D. Customer unavailable
• E. Stalls mismatch
• F. Schedule conflict

What can customer service agents use to create and view associated work order tasks for customer
cases?

• A. Agent workbench
• B. Service portal
• C. Agent workspace
• D. Dispatcher workspace