ServiceNow CIS-FSM Exam Questions

Questions for the CIS-FSM were updated on : Dec 01 ,2025

Page 1 out of 6. Viewing questions 1-15 out of 86

Question 1

Which operational role is responsible for managing field agent skills?

  • A. wm_admin
  • B. wm_dispatcher
  • C. wm_qualifier
  • D. wm_manager
Answer:

D

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Question 2

Which of the following resources are critical for a successful implementation? (Choose five.)

  • A. Chief Executive Officer
  • B. Customer Service Agent
  • C. Field service manager
  • D. Chief Information Officer
  • E. Field service agent
  • F. System Administrator
  • G. Dispatcher
  • H. Qualifier
Answer:

C, E, F, G, H

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Question 3

If geolocation is not enabled, the agent’s starting position for a given day defaults to what?

  • A. The last task location for each field agent for a given day
  • B. The first task location for each field agent for a given day
  • C. The agent's home office location
  • D. The geographic coordinates returned from the agent's mobile device
Answer:

D

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Question 4

Dependencies can only be set for work order tasks in which state?

  • A. Approved
  • B. Draft
  • C. Waiting Approval
  • D. Qualified
Answer:

B

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Question 5

How are dispatch groups filtered in the lookup?

  • A. By Manager
  • B. By Group type
  • C. By Group members
  • D. By Location coverage
Answer:

A

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Question 6

Users can be assigned work order tasks and edit these records if they: (Choose two.)

  • A. Belong to the Dispatch Group the task is assigned to
  • B. Are assigned the wm_edit role
  • C. Are assigned the wm_agent role
  • D. Belong to the Assignment Group the task is assigned to
Answer:

A, D

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Question 7

How do you prevent a task which has been rejected by an agent from being dynamically assigned to
the same agent in the next 24 hours?

  • A. Configure custom assignment rules
  • B. Configure the rejected technician duration system property
  • C. Configure unassignment constraints for dynamic scheduling
  • D. Configure agent task rejection preferences
Answer:

B

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Question 8

Assuming task-driven process lifecycle is enabled, how many work order tasks are required for a
work order request?

  • A. At least one task
  • B. None are required
  • C. At least two tasks
  • D. At least three tasks
Answer:

A

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Question 9

What do you need to configure an appointment booking service? (Choose three.)

  • A. Contextual search
  • B. A record producer
  • C. Appointment booking variable set
  • D. A work order template
  • E. Recipients list
  • F. Publication article
Answer:

B, C, D

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Question 10

What can customers use on the service portal to view and select available service windows?

  • A. Genius bar B Request catalog
  • C. Appointment booking
  • D. Agent calendar
Answer:

C

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Question 11

What controls the visibility of the ‘Optimize route’ option in the more actions menu in the agent card
on dispatcher workspace?

  • A. Ul action
  • B. Client script
  • C. Business rule
  • D. System property
Answer:

A

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Question 12

Which operational role can view the calendars of team members to check availability, view the skill
distribution, and create or edit skills of team members?

  • A. wm_agent
  • B. wm_qualifier
  • C. wm_dispatcher
  • D. wm_manager
Answer:

D

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Question 13

As it pertains to dynamic scheduling configuration, if you are ranking agents based on the number of
parts available in the agent stockroom, which matching criterion should you configure in the task
filters?

  • A. Matching Mandatory Parts for Dynamic Scheduling
  • B. Matching Agents With Most Parts For Dynamic Scheduling
  • C. Matching Skills for Dynamic Scheduling
  • D. Matching Skill Level Gap for Dynamic Scheduling
Answer:

A

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Question 14

As it pertains to the Agent Feedback feature, ServiceNow calculates the average rating of a field
agent and stores it in which table?

  • A. kb_feedback_task_metric
  • B. wm_agent_rating
  • C. com_feedback
  • D. asmt_metric
Answer:

B

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Question 15

Which operational role is responsible for scheduling appointments and assigning tasks to agents?

  • A. wm_admin
  • B. wm_manager
  • C. wm_qualifier
  • D. wm_dispatcher
Answer:

D

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