Free CIS-FSM sample questions

Correct answer: Capacity and Reservations Management

Capacity and Reservations Management, an FSM Pro feature, is specifically designed to manage and track workforce capacity based on skills, territories, and time. It allows the system to define daily limits for work (e.g., number of hours or jobs) and prevent scheduling or booking appointments once that capacity is reached, thus avoiding overcommitment.

Correct answer: True

The statement is true. The out-of-the-box FSM process locks down key fields, including time worked entries, once a task reaches a closed state (e.g., Closed Complete, Closed Incomplete). This is to ensure data integrity for reporting and billing purposes. Modifications would require reopening the task, which typically requires higher privileges.

Correct answer: Define a Maintenance Plan for the equipment asset, link it to a Work Order Template containing the three required tasks with dependencies, and set the schedule to trigger annually.

This is the correct, comprehensive solution. The Maintenance Plan automates the creation of the work order based on a schedule (annually). It targets a specific asset (the hospital equipment). Linking this plan to a Work Order Template ensures that every time the maintenance is due, the same three-task structure with predefined dependencies is automatically generated, ensuring consistency and compliance.

Correct answer: Field Service Crew Operations

Field Service Crew Operations is the FSM Pro feature built for this exact purpose. It allows the creation of defined crews (teams of agents) that can be dispatched as a single unit to a work order task. The system treats the crew as one entity for scheduling, ensuring all members are available and assigned together, directly addressing GTI's need for collaborative, multi-skill dispatches.

Correct answer: The task's location does not fall within the agent's assigned territory coverage.

Dynamic Scheduling strictly adheres to territory boundaries. The task location is in zip code 92101, which belongs to the 'San Diego South' territory. However, the available agent is a member of the 'San Diego North' dispatch group and its associated territory. Because the agent's territory does not cover the task's location, Dynamic Scheduling will not assign the task to them, even if all other criteria match.

Correct answer: IT Service Management (ITSM)

The Incident table and its associated processes are part of the IT Service Management (ITSM) application. The integration that allows creating a Work Order from an Incident relies on the presence of the ITSM data model and business logic. Therefore, ITSM is a core prerequisite for this specific functionality.

Correct answer: Flow Designer

Flow Designer is the modern ServiceNow tool for process automation. A flow can be triggered when the Work Order Task 'State' field changes to 'Work In Progress' (which corresponds to 'En Route'). The flow can then use the built-in 'Send SMS' action, leveraging integration with a service like Twilio, to send a templated message to the customer's phone number on the parent work order.

Correct answer: To route the work order to the correct team for initial review, validation, and parts identification before it is ready for dispatch.

The Qualification Group is responsible for the 'triage' phase of a work order. This group verifies the details, determines the necessary skills and parts, creates the required tasks, and ensures the work order is fully prepared before it is passed to a Dispatch Group for scheduling and assignment to a field agent.

Correct answers: Field Service Inventory Management; Parts Requirement and Sourcing; Mobile Agent application interface for parts

This is the core module for managing parts, stockrooms (including personal van stockrooms), and inventory levels.

This functionality allows a technician to create a part requirement from a work order task and source it from available stockrooms, including requesting a transfer.

The technician needs a mobile interface to view their personal stock, see part availability elsewhere, and initiate the sourcing/transfer request while in the field.

Correct answer: Rule 1: Contract Level, Rule 2: Urgency

Dynamic Scheduling ordering rules are processed sequentially. To prioritize by contract level first, the 'Contract Level' criterion must be the first rule (Order 1). The system will sort all tasks by contract level (e.g., all Platinum tasks first). Then, for tasks with the same contract level, it will apply the second rule, sorting them by 'Urgency'. This achieves the client's desired prioritization.