ServiceNow CIS-FSM Exam (page: 1)
ServiceNow Certified Implementation Specialist - Field Service Management
Updated on: 31-Mar-2026

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

  1. Reactive field service
  2. Internal field service
  3. External field service
  4. Predictive field service

Answer(s): B



When can work order tasks be dispatched?

  1. Parts have been sourced
  2. Field agent is assigned
  3. Customer books an appointment
  4. Dispatch group is assigned

Answer(s): B



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

  1. Type of work not preferred
  2. Skills mismatch
  3. Not a preferred customer
  4. Parts unavailable

Answer(s): B,D



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

  1. SLA status
  2. Age of task
  3. Skills
  4. Task windows
  5. Geolocation

Answer(s): C,D,E



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

  1. By Manager
  2. By Location coverage
  3. By Group type
  4. By Group members

Answer(s): B



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