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CIS-FSM > FSM Fundamentals > Flashcards

FSM Fundamentals Flashcards

1
Q

Explain the initiator role

A

Initiator (wm_initiator)
As an initiator, you can create a new work order or you can create a work order from other record types, such as problem, incident, change, or project task.

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2
Q

Explain the qualifier role

A

Qualifier (wm_qualifier)

Field Service Qualifiers are crucial in verifying work orders and related tasks, ensuring all details are accurate before dispatching field agents. Members of qualification groups can qualify work orders in the ‘awaiting qualification’ state. The qualification process includes:

  • Reviewing and updating details of work orders and tasks.
  • Optionally creating additional work order tasks.
  • Defining task-specific requirements, such as parts and skills (optional).
  • Establishing dependencies between work order tasks (optional).
  • Assigning a dispatch group to each task.
  • Officially qualifying each work order task.

These steps are vital in maintaining the integrity and efficiency of the field service process.

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3
Q

Explain the Field Service Administrator

A

[wm_admin}

Configures Field Service Application:

  • Manual or Automatic Qualification
    *
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4
Q

Explain the dispatcher role

A

Field Service Management Dispatcher
[wm_dispatcher]

Schedules tasks, adds parts, and assigns tasks to work agents. Dispatchers also can:

Create tasks.

Add part requirements.

Source parts.

Edit all work order task fields and manage tasks
from Draft to Assigned status.

Edit the Assigned to field until work starts.

Create tasks using the Clone Task feature.

Set actual travel time and work start and end times if needed.

Add work notes to any field service record.
Create, edit, and delete incidentals.

View expense lines.

View certain fields in non-subscription-based contracts.

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5
Q

What are phases of field service management process

A

Initiation
Qualification
Scheduling & Dispatch
Delivery & Confirmation
Analyze & Improve

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6
Q

Explain the field service agent role

A

Agent (wm_agent)

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7
Q

What are the workflow states? What primary role s interact with state?

A

Draft (wm_initiator)
Awaiting Qaulification (wm_qualifier)
Qualified (wm_qualifier)
Assigned (wm_dispatcher)
Work in Progress (wm_agent)
Closed Complete (wm_agent)

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8
Q

Define the hybrid roles and responsibilities

A

Field Service Initiator
Field Service Initiator Qualifier
Field Service Initiator Qualifier Dispatcher

Initiator
Qualifier
Dispatcher

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9
Q

What happens in the in the Initiation phase

A

Initiation phase is when the work order is created:

  1. Associate Assets
  2. Apply template (optional)
  3. Assign qualification group
  4. Approval (optional)
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10
Q

What happens in the qualification phase

A

Activities in qualification

  1. Create Tasks/Apply Template
  2. Define dependencies, parts, skills
  3. Assign dispatch group
  4. Qualify tasks
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11
Q

What happens in the Scheduling & Dispatch phase?

A

Activities during Scheduling & Dispatch:

  1. Requests for additional information
  2. Sourcing parts (optional)
  3. Dispatch Tasks
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12
Q

What happens during the “Execute Work Order Tasks”?

A
  1. Work Order tasks are accepted or rejected
  2. Source Parts and/or Pick up assets
  3. Tasks are performed
  4. Create Additional tasks (optional)
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13
Q

What happens during the ‘Close Work order’ phase?

A
  1. Record time worked
  2. Record Asset Usage
  3. Close Task(s)
  4. Sign & Confirm (optional)
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14
Q

What are ways to create a work order?

A
  1. Portal
  2. CSM/FSM Configurable Workspace
  3. ServiceNow Connect Operations
  4. Schedule Maintenance Plan

Integrated Applications:
1. From a Case
2. From ITSM records
3. From a project task
4. From Work orders

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15
Q

Work order templates can include:

A
  • Descriptions
  • Work Order Tasks
  • Part Requirements
  • Skills
  • Task Dependencies
  • Installation Guides or Maintenance Procedures
  • Checklists
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16
Q

What happens when no work order tasks are are added?

A

If no task exists, at least one is automatically generated, inheriting the short description, detailed description, and location from the parent work order request.

However, this task still requires manual assignment to a dispatch group. Users holding the [wm_initiator_qualifier] or [wm_admin] roles are authorized to allocate these tasks to the appropriate dispatch groups.

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17
Q

What are work order task states?

A
  1. Draft
  2. Pending Dispatch
  3. Assigned
  4. Accepted
  5. Work in Progress
  6. Complete
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18
Q

Explain task-driven vs. request-driven process

A

The work order process lifecycle can follow either a task-driven or request-driven approach. By default, the field service business process favors the task-driven method, recognized as best practice. In this model, each work order must have one or more subtasks, with their statuses directly influencing the work order’s overall status. Conversely, the request-driven model operates without specific tasks. The choice between task-driven and request-driven lifecycles depends on the organization’s needs and is configured by a system administrator.

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19
Q

The work order lifecycle is controlled by the work order task states (task-driven). Explain in detail

A
  1. Once all associated work order tasks are in the Pending Dispatch state, the parent work order request moves to the Qualified state.
  2. The parent Work order state changes to Work in Progress if no other associated tasks are in Draft State
  3. If all work order tasks reaches ‘Closed Complete’ then the work order will be marked ‘Closed Complete’
  4. If any of the work order tasks are marked as ‘Closed Incomplete’ then the work order is marked ‘Closed Incomplete’
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20
Q

What happens when work orders are created from templates?

A

Using Work Order Templates significantly streamlines the qualification process. Regardless of whether qualification is manual or automatic, tasks stemming from templates automatically shift to the ‘Pending Dispatch’ state if set to manual task assignment method (the default setting). This efficiency lets qualifiers concentrate on exceptional cases needing extra scrutiny and planning, optimizing their workload.

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21
Q

In manual qualification process, the qualifier will:

A
  • Examine work order and task details.
  • Add parts or skill requirements as needed.
  • Create additional work order tasks if required.
  • Establish task dependencies if applicable.
  • Assign or confirm a dispatch group.
  • Officially qualify the work order.
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22
Q

Explain upstream and downstream tasks

A

Downstream tasks are tasks which need to be completed only after the current task is completed.

‘Dependent’ tasks are downstream

Upstream tasks are task which need to be completed before the current task can be completed.

‘Depends on’ tasks are upstream

You can specify multiple dependencies, both upstream and downstream, for a single task. The system prevents circular relationships where two tasks are dependent on each other by considering all upstream dependencies when deciding if a task can be auto-assigned.

23
Q

Explain the “Initiator/Qualifier” role

A

When the automatic qualification method is in play, users with the ‘wm_initiator_qualifier’ role can execute all tasks typically done by a manual qualifier. Generally, organizations favoring automatic qualification assign the Initiator this combined role, streamlining the process as follows:

  • Draft the work order request, then select ‘Ready for Dispatch.’
  • Confirm or allocate a Dispatch group for each work order task.
24
Q

Explain the FSM Manager role

A

[wm_manager]
manage their team schedules, skills, work order tasks, timesheets, and more.

Field Service Managers can:
Manage agent skills
Manage time cards
View and maintain work schedules
View and maintain personal events

Roles included:
fsm_skill_admin
wm_agent
timecard_manager
agent_schedule_manage

25
Q

Explain the Team Calendar module

A

The Team Calendar provides a schema to maintain different work schedules or shifts and assign field agents to each shift for a specific time period.

The Team Calendar module is accessible by both managers and field agents and includes a list of the team members and their current assignments. Visibility to this information enables teams to better coordinate meetings, events, and tasks.

26
Q

What activities does the Team Calendar support for FSM Managers?

A

Use the filter to search for and select which of their team’s calendars (or publicly available calendars) they wish to view.

Specify a default group for the calendar to open to.

Access an Agent Profile pop-up and associated form to see details of the agents they manage and take actions on individual agents, such as manage agent schedules and skills.

Create events for their team members.

27
Q

What activities does the Team Calendar support for Field Service Agents

A

Create events for themselves

View other group members within the groups, as well as other groups.

28
Q

Field Service Managers can manage skills for their teams in two ways:

A
  1. By navigating to the Manage Skills module and assigning/removing skills from their team members
  2. From the Agent Profile on the Team Calendar or from My Team Module
  3. From the Agent Profile accessible from the My Teams Module
29
Q

What provides a schema to maintain different work schedules or shifts for field agents in a specific time period?

Manager Map

Manage Skills Module

Team Calendar

Outlook Calendar

A

Team Calendar

30
Q

Which field service personas can create agent work schedules and calendar events?

Field Service Managers

Field Service Agents

Field Service Initiators

Field Service Qualifiers

A

Field Service Managers

Field Service Agents

31
Q

Sasha Hellen has recently earned her NCCCO certification, meaning she is certified and trained to operate crane machinery. How can her manager, Anuj, add this skill for Sasha?

From Manage Skills module

From the Agent Profile

From Manager Map

A

From Manage Skills module

Correctly checked
From the Agent Profile

32
Q

Which map highlights the agent’s tracked locations on the selected date?

Dispatch Map

Correctly unselected
Agent Location History Map

Correctly selected
Agent Map

Correctly unselected
Manager Map

A

Correctly unselected
Agent Location History Map

33
Q

Explain the Manager Map module

A

The Manager Map displays the location of field agents belonging to the manager’s team(s), as well as nearby tasks, and is visible from both the desktop and mobile user interfaces.

34
Q

Explain the Agent Location History Map

A

Managers (and Dispatchers) can view the Agent Location History Map of field service agents to track and review their activities over a historical period. A

35
Q

Where to create agent schedules

A

From Agent profile

36
Q

What modules are part of the FSM Manager module?

A

My Team
Manage Skills
Work Order Tasks
Recent Work Orders
Time Sheets - Pending Approval
Agent Shift History

37
Q

The important features that help in enhancing the field agent experience are:

A
  • The ability to use both desktop and mobile user interfaces
  • Geolocation, which provides accurate, real-time location information
  • Route optimization, which allows them to complete more work throughout the day
  • And, mobile offline capabilities, which allow them to work at sites without reliable connections.
38
Q

Route Optimization increases a field agent’s efficiency and experience by considering the following:

A
  • Travel time between tasks
  • Task windows that are either fixed or flexible
  • Task dependencies that require the completion of a prerequisite task
  • Toll road routing that is either enabled or disabled
  • Rush hour and other specified time buffers
    Agent calendar events
39
Q

Explain Offline Mode

A

When the agent arrives at an area with no internet connectivity, they can be alerted to switch to offline mode, accessing the data already on the device from the most recent executed download.

When working in offline mode, field agents can:

  • Access tasks assigned to them
  • View work order task details, and invoke available actions, such as accepting a task and adding a work note or attachment
  • Access relevant knowledge articles
40
Q

Which feature enables field agents to download work order tasks ahead of time and store task data in a cache on their mobile device?

Offline Mode

Geolocation on Mobile

Route Optimization

Agent Map

A

Offline Mode

41
Q

What allows dispatchers to see where field agents are in real-time and determine which field agent can arrive the earliest?

Offline Mode

Geolocation

Route Optimization

Agent Map

A

Route Optimization

42
Q

A field agent can access knowledge articles from offline mode.

True

False

A

True

43
Q

What are the benefits of using the geolocation feature?

Plan routes between locations

Plot the destination with ease

Calculate accurate travel times

Send notifications to the dispatcher

Facilitate time recording

A

Plan routes between locations

Correctly checked
Plot the destination with ease

Correctly checked
Calculate accurate travel times

44
Q

What does the system consider when a Field Agent optimizes their route ?

Agent calendar events

Toll road routing

Part requirements

Skills

Rush hour traffic

Travel time between tasks

Task dependencies that require the completion of a prerequisite task

A

Agent calendar events

Toll road routing

Rush hour traffic

Travel time between tasks

Task dependencies that require the completion of a prerequisite task

45
Q

What are two activities a field service manager performs during the delivery and confirmation phase?

Performs on location tasks

Tracks field agent and task status

Approves timesheets

Closes tasks

A

Tracks field agent and task status

Approves timesheets

46
Q

What are four activities that a field agent performs during the delivery and confirmation phase?

Performs on location tasks

Updates tasks

Closes tasks

Approves timesheets

Records time worked

Manages skills

A

Performs on location tasks

Updates tasks

Closes tasks

Records time worked

47
Q

Which operational role reviews work order requests by defining tasks, dependencies, parts, and skills?

Initiator
Qualifier
Manager
Dispatcher
Field Agent

A

Qualifier [wm_qualifier]

A field service qualifier reviews the owrk to be don, lists the part requirements for the tasks, and breaks out the work into various tasks based on skill set required, location the work needs to be performed at, order of precedence, etc. Qualifiers have the wm_qualifier role

48
Q

Which operational role can view and manage their team’s calendar and skills distribution?

Field Agent
Manager
Dispatcher
Initiator
Qualifier

A

Manager [wm_manager]

A field service manager is responsible for managing a team of field agents. They have the wm_manager role and can see the field agents available in their work/assignment group(s), view the calendars of team members to check their availability, view the skill distribution and create or edit the skills of team members.

49
Q

When qualification is enabled, which states are available in the work order request record?

Choose 2:

Assigned
Awaiting Qualification
Draft
Qualified
Work in Progress

A

When qualification is required for new requests is enabled in the field service business process configuration, the work order lifecycle states are:

Draft, Awaiting Qualification, Qualified, Assigned, Work in Progress, Complete.

Individual Work order tasks(s) associated with the parent work order need to be qualified when this business process is enabled.

When qualification is required for new requests is disabled in the field service business process configuration the work order lifecycle states are:

Draft, Ready For Dispatch, Assigned, Work in Progress, Complete

50
Q

In which phase of the process lifecycle would one ore more tasks be assigned to a field agent?

Analyze and Improve
Scheduling & Dispatch
Qualification
Delivery & Confirmation
Initiation

A

Scheduling & Dispatch

One or more tasks are assigned to a field agent during the scheduling and dispatch phase.

51
Q

One-time or maintenance at regular intervals is an example of which field service model?

Reactive
Planned
Project
predictive

A

Planned

Planned maintenance helps organizations manage regular preventative maintenance of assets. Planned maintenance uses maintenance plans to trigger the creation of work orders. These work orders specify how to perform maintenance no devices and vehicles, or just about any type of asset that requires maintenance.

52
Q

What process method does field service management use for handling work orders?

A

Task-Driven process

53
Q

What are three key elements of field service management?

Maintenance
Location
Skill
Group
Time

A

Location
Skill
Time

54
Q

Explain FSM Integrations

A

CSM
Industry Products
Project Portfolio Management
Change
Incident
Virtual Conferencing

CIS-FSM (13 decks)

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