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Guide for ServiceNow-CIS-FSM

Quiz ServiceNow-CIS-FSM

10/60 Questions|Updated on 2022/11/04
Free Test
/ 10

Quiz

1/10
Agents and managers cannot create knowledge articles from Community questions.
Select the answer
1 correct answer
A.
True
B.
False

Quiz

2/10
A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?
Select the answer
1 correct answer
A.
Reactive field service
B.
Internal field service
C.
External field service
D.
Predictive field service

Quiz

3/10
When can work order tasks be dispatched?
Select the answer
1 correct answer
A.
Parts have been sourced
B.
Field agent is assigned
C.
Customer books an appointment
D.
Dispatch group is assigned

Quiz

4/10
Which reasons can field agents provide when rejecting tasks that were assigned to them? (Choose two )
Select the answer
2 correct answers
A.
Type of work not preferred
B.
Skills mismatch
C.
Not a preferred customer
D.
Parts unavailable

Quiz

5/10
What criteria are utilized in auto-assignment of work order tasks? (Choose three.)
Select the answer
3 correct answers
A.
SLA status
B.
Age of task
C.
Skills
D.
Task windows
E.
Geolocation

Quiz

6/10
How are dispatch groups that can be selected from work order tasks filtered?
Select the answer
1 correct answer
A.
By Manager
B.
By Location coverage
C.
By Group type
D.
By Group members

Quiz

7/10
Information about a customer’s service contract is found in Knowledge.
Select the answer
1 correct answer
A.
False
B.
True

Quiz

8/10
From what places in SN can an agent create a case? (Choose three.)
Select the answer
3 correct answers
A.
Customer Service Application
B.
Contact
C.
Account
D.
Chat

Quiz

9/10
What are the conditions that matching rules are based on? (Choose two.)
Select the answer
2 correct answers
A.
Agent resources best suited to work on a case
B.
Specific routing rules
C.
Filters set up in advanced work assignment
D.
Specific case attributes

Quiz

10/10
Matching rules enhance assignment capability by .
Select the answer
1 correct answer
A.
Matching best agent by availability
B.
Providing dynamic matching of cases to groups or individuals
C.
Determining if account is a customer or partner
D.
Matching best agent by skill
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Info quiz:

  • Quiz name:ServiceNow-CIS-FSM
  • Total number of questions:60
  • Number of questions for the test:50
  • Pass score:80%

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