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Servicenow CIS-FSM - Certified Implementation Specialist - Field Service Mangement Certification Exam

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Question #1 (Topic: demo questions)

When can work order tasks be dispatched?

A.
Parts have been sourced
B.
Field agent is assigned
C.
Customerbooksanappointment
D.
Dispatchgroupisassigned
Correct Answer: B
Explanation:

Work order tasks can be dispatched when a field agent (or technician) is assigned, because dispatching means sending the task to a specific resource who will perform the work. Once an agent is assigned, the system can route the task, schedule execution, and allow the field service workflow to proceed. Other options like parts sourcing or appointment booking may support the process, but the actual dispatch occurs when the responsible field agent is assigned.
Question #2 (Topic: demo questions)

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
Correct Answer: C
Explanation:

Administrators use the Survey Designer in ServiceNow to create questionnaires for work orders and work order tasks. It allows them to build structured questionnaires with customized questions that can be attached to work orders or tasks to collect required information, feedback, or completion details during the workflow process.
Question #3 (Topic: demo questions)

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
Correct Answer: E
Explanation:

A work order request must be in the Awaiting Qualification state to set dependencies for work order tasks because this is the stage where the request has been validated but is still being prepared for detailed planning. At this point, task structures and dependencies can be properly defined before the work order moves into execution phases, ensuring the workflow is correctly organized before final processing.
Question #4 (Topic: demo questions)

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
Correct Answer: B
Explanation:

A regional bank servicing its Automated Teller Machines (ATMs) is considered internal field service because ATMs are treated as part of the bank’s own service infrastructure and operational asset network. Even though ATMs are physically located outside branches and used by customers, they are owned, managed, and maintained internally by the bank’s service teams. Therefore, the maintenance work is classified as internal field service since it supports the organization’s own assets rather than providing services to an external client organization.
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