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Field Service Management Fundamentals Exam Questions With Complete Solutions
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Field Service Management Fundamentals Exam Questions With Complete Solutions
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Field Service Management Fundamentals Exam QuestionsWith Complete Solutions
A ___ can assign or remove a skill to multiple agents at once
Correct Answer FS manager (wm_manager)
A customer, internal or external, can submit a service request
through which channels? Correct Answer Through a case, the
FS Catalog, via an incident, change request, phone, or chat.
Activating Field Service Management plug also activates: (nine)
Correct Answer Service Management core, agent schedule,
appointment booking, central dispatch, dynamic scheduling,
special handling notes, questionnaire, signature pad, mobile
Active rate types can be selected in the 'rate type' field on
Correct Answer Time worked record, time cards, labor rate
cards, the time sheet portal
Additional FSM Configurations - Catalog and Request Creation:
Correct Answer Create or update requests by inbound email.
Allows requests to be marked as spam
Create requests using catalog and form or form only. When
using cat and form a catalog is enabled and auto publishing of
requests templates to the catalog is enabled.
Templates create a dedicated catalog item - allows to turn this
option on and off
,Additional FSM Configurations - Lifecyle: Correct Answer
Track agent travel time - enable to use time cards for agent
travel for a task.
Can make Work notes required to close or cancel a request or
task.
Can copy tasks work notes to request (enable state work flows
needs to be on to do this.
Additional FSM Configurations - Notification: Correct Answer
Send a notification when a field changes for a task or requests,
can configure specific users to get notified when selected fields
in requests or tasks change.
Agent calendar: Correct Answer You can add different tasks to
the calendar such as WO Tasks, problems, and incidents.
Mobile native
Themes can differentiate tasks
System calculates agents availability to be applied for central
dispatch and dynamic scheduling.
Agent map: The My Map module in FS provides Correct
Answer Field Agents location
Tasks assigned to the field agent for the current day
accepted tasks
,tasks pending assignment
Agent must accept/ reject the assigned task is __ by default.
Correct Answer Enabled
Allows auto-selection of agents must have what enabled?
Correct Answer State flow
Appointment booking plugin Correct Answer
com.snc.appointment_booking, should be auto installed with
FSM.
Appointment booking requires configuration at both the ___
level and the __ level Correct Answer application and service,
both of these configs need to be active to book appointments
Appointment Booking: Correct Answer Reduces dispatcher
burn
Customers can book an appointment
Customers can see techs' schedules and book for themselves.
Approve or reject a work order Correct Answer An approver
can approve, reject, cancel or request more info for a work
order.
As it pertains to the 3 levels of SN Maturity, in which level
would you consider configuring IoT automation of work orders
based on monitoring? Correct Answer Level 3, innovate.
, Automatic dynamic scheduling can happen in two way: Correct
Answer 1. At regular intervals
2. When a filter condition is met
Before modifying a TOL, what should you do? Correct Answer
Consider other SN Apps which may use these same tasks.
Benefits of questionnaires: Correct Answer Stadardize data
capture, quality control, meet safety standards, increase worker
safety with pre task checklists.
Benefits of scheduling: Correct Answer Easily resolve
scheduling conflicts.
Use dynamic scheduling to define priority and reassignment
rules to optimize assignments.
Benefits of visual dispatch: Correct Answer Easily resolve
scheduling conflicts or dispatch of related tasks using a timeline
view.
Best practice around non-manned locations? Correct Answer
Consider flagging them so they can be easily filtered out on
certain forms.
Can the script associated with task routing be customized?
Correct Answer No
Central Dispatch: Correct Answer Provides a visual view of
tasks and planned times
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