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The CIS-Field Service Management certification is an online or onsite proctored exam. Passing this certification assures employees and peers that you possess the skills and knowledge to implement and administrate ServiceNow Field Service Management. The Certified Implementation Specialist – Field Service Management exam certifies that a successful candidate has the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of the ServiceNow Field Service application.

     

Exam Code: CIS-FSM

Exam Name: Certified Implementation Specialist - Field Service Mangement

Number of Questions:  60 questions

Duration: 90 minutes

Format: Multiple Choice (single answer), Multiple Select (select all that apply)

     

● Field service types, modules, and industry use cases

● Field Service Management solution features

● Process lifecycle, personas, roles, and related terminology

● Work order initiation, qualification, scheduling and dispatch, and delivery and confirmation activities

● Time recording and approval

● Managing the agent and team calendars

● Managing skills

● Preparation activities stakeholders, and good practices

● ServiceNow maturity levels

● Integrations with applications and data sources

         

● Establishing foundation data (locations, groups, users, customer accounts, contacts, stockrooms, and assets)

● Configuring field service business process, assignment, and add-ons

● Configuring work order templates, skills, and questionnaires

● Planned maintenance

● Inventory managent and parts sourcing and transfer process

● Scheduling and dispatch features, processes, and automation

● Advanced time recording, rate types, labor rate cards, and time sheet policies

● Customer experience features

● Appointment Booking configuration

● Targeted communications

● Contextual knowledge

     

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: B

2.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

Answer: B

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

A. Type of work not preferred

B. Skills mismatch

C. Not a preferred customer

D. Parts unavailable

Answer: B, D

4.What criteria are utilized in auto-assignment of work order tasks? (Choose three.)

A. SLA status

B. Age of task

C. Skills

D. Task windows

E. Geolocation

Answer: C, D, E

5.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

Answer: B

6.Agents and managers cannot create knowledge articles from Community questions.

A. True

B. False

Answer: B

7.Information about a customer’s service contract is found in Knowledge.

A. False

B. True

Answer: A

8.From what places in SN can an agent create a case? (Choose three.)

A. Customer Service Application

B. Contact

C. Account

D. Chat

Answer: A, B, C