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
What field service model is used for maintenance at regular intervals?
- A . Predictive
- B . Project
- C . Reactive
- D . Planned
What state must a work order request be in to set dependencies for work order tasks?
- A . Draft
- B . Approved
- C . Qualified
- D . Waiting Approval
- E . Awaiting Qualification
What do administrators use to create questionnaires for work orders and work order tasks?
- A . Process Automaton Designer
- B . Targeted Communication
- C . Survey Designer
- D . Assessment Designer
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
Dispatcher workspace looks at which calendar to auto-assign tasks to agents based on availability?
- A . Outlook calendar
- B . Agent calendar
- C . Team calendar
- D . Google calendar
Which operational role typically creates personal events for an agent’s calendar?
- A . wm_manager
- B . wm_agent
- C . wm_dispatcher
- D . wm_admin
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
Where can dispatchers view real-time locations of agents?
- A . Agent map
- B . My task map
- C . Manager map
- D . Dispatch map
When using territory management, what can field service admins assign to an individual or group?
- A . Skills
- B . Parts
- C . Routes
- D . Locations
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
What can field agents use to record time spent on tasks on a day-to-day basis and submit the time sheet in a single action?
- A . Time sheet portal
- B . Worker portal
- C . Resource workbench
- D . Planning console
Field Service Management (FSM) is a solution for anything that uses which of the following? (Choose three.)
- A . Problems
- B . Skills
- C . Locations
- D . Time
- E . Requests
- F . Incidents
Location, skills, and availability are used to determine what?
- A . The best field agent for a task
- B . Customer preferred technicians
- C . Work order qualification
- D . Agent schedules
What phase in the baseline ServiceNow field service management process lifecycle immediately precedes the scheduling and dispatch phase?
- A . Initiation
- B . Qualification
- C . Analyze and Improve
- D . Delivery and Confirmation
What determines if a rejected task is dynamically assigned to the same agent in the next 24 hours or not?
- A . A system properly
- B . Unassignment constraints
- C . Agent task rejection preferences
- D . Multiple assignment rules
Configuring SMS notifications to customers that include an agent’s current location and estimated time of arrival depends on which plugins? (Choose two.)
- A . Notify – Twilio Direct Driver
- B . Notification Preferences for Field Service
- C . Push Notifications for Field Service
- D . Field Service Management – Customer Experience
When sourcing a part, the From Stockroom field is auto-populated with a default stockroom location, only if: (Choose three.)
- A . The parts scheduling plugin is activated
- B . The Reserve parts in agent stockroom configuration option is enabled
- C . The field agent has preferred stockrooms defined
- D . The part is available in the agent’s personal stockroom
- E . The part is available in the assignment group’s stockroom
Map page markers, map filters, and map data are key components of what?
- A . Territory Management
- B . Geolocation
- C . Dispatcher Workspace
- D . Advanced Map Pages
Where can dispatchers view the location history of field agents to track and review their activities over a historical period?
- A . Agent Location History Map
- B . Territory Management
- C . Dispatch Map
- D . My Dispatch Queue
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