ServiceNow ServiceNow Certifications CIS-FSM Questions & Answers

• Question 1:

  How do you prevent a task which has been rejected by an agent from being dynamically assigned to the same agent in the next 24 hours?

  A. Configure custom assignment rules

  B. Configure the rejected technician duration system property

  C. Configure unassignment constraints for dynamic scheduling

  D. Configure agent task rejection preferences

  Correct Answer: B

• Question 2:

  Which operational role can view the calendars of team members to check availability, view the skill distribution, and create or edit skills of team members?

  A. wm_agent

  B. wm_qualifier

  C. wm_dispatcher

  D. wm_manager

  Correct Answer: D

• Question 3:

  What controls the visibility of the `Optimize route' option in the more actions menu in the agent card on dispatcher workspace?

  A. UI action

  B. Client script

  C. Business rule

  D. System property

  Correct Answer: A

• Question 4:

  What can customers use on the service portal to view and select available service windows?

  A. Genius bar

  B. Request catalog

  C. Appointment booking

  D. Agent calendar

  Correct Answer: C

• Question 5:

  What do you need to configure an appointment booking service? (Choose three.)

  A. Contextual search

  B. A record producer

  C. Appointment booking variable set

  D. A work order template

  E. Recipients list

  F. Publication article

  Correct Answer: BCD

• Question 6:

  Assuming task-driven process lifecycle is enabled, how many work order tasks are required for a work order request?

  A. At least one task

  B. None are required

  C. At least two tasks

  D. At least three tasks

  Correct Answer: A

• Question 7:

  As it pertains to dynamic scheduling configuration, if you are ranking agents based on the number of parts available in the agent stockroom, which matching criterion should you configure in the task filters?

  A. Matching Mandatory Parts for Dynamic Scheduling

  B. Matching Agents With Most Parts For Dynamic Scheduling

  C. Matching Skills for Dynamic Scheduling

  D. Matching Skill Level Gap for Dynamic Scheduling

  Correct Answer: A

• Question 8:

  Which operational role is responsible for reviewing reports, metrics, and team performance?

  A. wm_manager

  B. wm_qualifier

  C. wm_dispatcher

  D. wm_admin

  Correct Answer: A

• Question 9:

  Which operational role is responsible for scheduling appointments and assigning tasks to agents?

  A. wm_admin

  B. wm_manager

  C. wm_qualifier

  D. wm_dispatcher

  Correct Answer: D

• Question 10:

  As it pertains to the Agent Feedback feature, ServiceNow calculates the average rating of a field agent and stores it in which table?

  A. kb_feedback_task_metric

  B. wm_agent_rating

  C. com_feedback

  D. asmt_metric

  Correct Answer: B