ServiceNow Field Service Management Exam CIS-FSM Questions And Answers

ServiceNow Certified Implementation Specialist – Field Service Management (CIS-FSM) exam focuses specifically on FSM applications and related functionality, most of which configuring during an implementation using a low‑code or no‑code approach. According to the CIS-FSM exam objectives and exam contents, the ITPrepare team has created new CIS-FSM questions and answers for your good learning. It must be clear that using ServiceNow CIS-FSM exam questions prepare you well for your exam, then you can pass the ServiceNow CIS-FSM exam successfully.

Try to read ServiceNow CIS-FSM free dumps below before getting new CIS-FSM exam questions:

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

False

True

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2. What do blue circles in the timeline of a case form represent?

Note

State

Activity

Comment

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

SLA status

Age of task

Skills

Task windows

Geolocation

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4. Predictive Intelligence improves Case management by:

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

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5. What are the conditions that matching rules are based on? (Choose two.)

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

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6. When can work order tasks be dispatched?

Parts have been sourced

Field agent is assigned

Customer books an appointment

Dispatch group is assigned

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7. What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Define the Business Pain Points

Provide consistent service to customers

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

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8. What should be part of the pre-engagement collateral?

Frequently Asked Questions (FAQ)

Scoping Guide

Customer Service roles template

Stock Keeping Unit (SKU) and pricing sheet

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

Type of work not preferred

Skills mismatch

Not a preferred customer

Parts unavailable

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10. How are dispatch groups that can be selected from work order tasks filtered?

By Manager

By Location coverage

By Group type

By Group members

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11. What role does the Engagement Manager play before the Workshop? (Choose two.)

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

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12. What should be emphasized when designing solutions? (Choose three.)

Minimize customizations

Focus Out-of-the-box functionality

Design for Scalability

Mobile friendly functionality

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13. Which of the following is a condition for matching rules?

Agent domain

Assignment

Switching

Specific case attributes

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

True

False

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15. Predictive Intelligence improves triage quality by eliminating the guesswork.

Predictive Intelligence supports which of the following decisions? (Choose two.)

Case Escalation

Case State

Case Categorization

Case Prioritization

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16. Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Apply Role by Customer

Auto Assessment

Change Update to Close

Update Case Entitlement

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

Customer Service Application

Contact

Account

Chat

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18. 1. A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?

Reactive field service

Internal field service

External field service

Predictive field service

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