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CIS-FSM > FSM Implementation > Flashcards

FSM Implementation Flashcards

1
Q

Which role is assigned to a field service agent?

A. sn_customerservice_agent
B. sm_agent
C. wm_initiator_agent
D. wm_agent

A

D. wm_agent

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2
Q

Which of the following are considered field service groups?

A. Dispatch
B. Manager
C. Qualification
D. Work
E. Admin

A

A. Dispatch
C. Qualification
D. Work

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3
Q

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

A. Dispatcher
B. Qualifier
C. Initiator
D. Field Agent
E. Manager

A

E. Manager

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4
Q

What are the three key elements of field service management?

A. Time
B. Group
C. Location
D. Maintenance
E. Skill

A
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5
Q

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

A. Request-driven processing
B. Automatic qualification
C. Appointment booking
D. Task-driven processing

A

D. Task-driven processing

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6
Q

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

A. Dispatcher
B. Qualifier
C. Initiator
D. Field Agent
E. Manager

A
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7
Q

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

A. Draft
B. Awaiting Qualification
C. Qualified
D. Assigned
E. Work in Progress

A

B. Awaiting Qualification
C. Qualified

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8
Q

Task-driven processing means that the work order must contain, at a minimum, how many tasks?

A. One
B. Two
C. Three
D. Four

A

A. One

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9
Q

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

A. Reactive
B. Planned
C. Project
D. Predictive

A
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10
Q

Explain Domain Seperation

A

Domain separation facilitates separating data, processes, and administrative tasks into logical groups called domains. You can control several aspects of this separation, including which users can see and access data

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11
Q

Review Field Service Application Set Up Activities

A
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12
Q

List Common Integration Scenarios

A

CSM - USers can vie account and contact information on work orders and work order tasks in the Field Service Application. Customers and consumers can view case-related work orders from the CMS and CSP portals. When a customer or a consumer views a case from either the CSM or CSP portals, they can view the details of any work orders and tasks related to the case.

Project Portfolio Management (PPM) - link project tasks to work orders to assist with a managing installation or deployment projects in the field. A project can have multiple tasks that are assigned to field service agents. Using FSM integration with PPM, you can create work orders directly from project tasks. Linking project tasks to work orders synchronizes the planned and actual dates and states between project task and the work order.

Workforce Management Integration - For field agents, skills, and schedules

Parts and Inventory Integration - Integrate with an Enterprise Resource Planning (ERP) or Inventory Management system to keep inventory information synchronized.

Work Order creation from an external system - Planned maintenance or break-fix request managed in an external system, with the execution done in ServiceNow

Quoting Integration - create a quote for billable work

Cost & invoicing Integration - ServiceNow sends time and cost info to an ERP system so that cost analysis and invoice can be done.

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13
Q

List Roles installed with FSM

A

Field Service Management Administrator
[wm_admin]

Field Service Management Agent
[wm_agent]

Field Service Management Approver User
[wm_approver_user]

Field Service Management Basic
[wm_basic]

Field Service Management Dispatcher
[wm_dispatcher]

Field Service Management Initiator
[wm_initiator]

Field Service Management Initiator Qualifier
[wm_initiator_qualifier]

Field Service Management Initiator Qualifier Dispatcher
[wm_initiator_qualifier_dispatcher]

Field Service Management Manager
[wm_manager]

Field Service Management Qualifier
[wm_qualifier]

Field Service Management Read
[wm_read]

Field Service Desk Agent [sn_fsm_servicedesk_agent]

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14
Q

Explain best approach regarding use of location, group and user records.

A

The best approach is to:
1. Create locations in a hierarchy. All locations are attached to a parent location. Top-level locations do not have a parent location.
2. Create the different types of groups
3. Associate locations to the groups (leverage parent locations).
4. Associate users to groups

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15
Q

Explain Territory Management

A

See image

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16
Q

Explain Territory Planning

A

Territory Planning is a strategic function that involves analyzing workload, resources, and performance metrics to optimize territories over time. Key features include the territory planning console for forecasting workload, balancing resources, and KPI monitoring. Use Case: A medical equipment provider uses territory planning to identify areas with growing demand for respiratory equipment, shifting resources accordingly.

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17
Q

Explain Geo-location functions

A

The geolocation feature can use Google Maps, or other map API to track users, plan efficient routes between locations, and assist in finding accurate travel times.

Requires set up of relevant API/Keys
Configure gelocation and google maps system properties
Track user locations by their geographical coordinates
Used for auto-routing and route optimization to create efficient schedules

See image

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18
Q

Where to enable Geolocation feature?

A

System Properties > Google Maps

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19
Q

Where to manage Geolocation properties

A

Requires the Geolocation plugin…

Geolocation > Administration > Geolocation Properties

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20
Q

Explain Stockrooms

A

Personal stockrooms are created automatically for the field agent, if one does not already exist. If wm_agent role is removed from a field agent’s user record, and there is stock remaining in the personal stockroom, then that agent’s personal strockroom remains. An inventory manager must move the stock to another location before deleting the agent’s personal stockroom

See image

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21
Q

Explain Products, Assets, and Inventory in ServiceNow

A

See Image

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22
Q

List FSM configuration options

A

See Image

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23
Q

Explain the Lifecycle Configuration Options

A
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24
Q

Explain Task-Driven Processing

A

Task-Driven - means that the work order contains a list of tasks necessary for completing the overall work.

A work order must have at least one task, and more task can be defined to handle all aspects of the request. Work order requests and work order tasks are independent. Task can be given to a completely different group and run independently of the work order request.

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25
Q

Explain the use of Skills in FSM

A

Scheduling and dispatch tools consider skills during task assignment.

By default the system uses standard skills. If using mandatory skills, mandatory skills are stored in the task skills table and skills in this table can be marked as mandatory or optional. Skills (standard or mandatory) can be used to assign work order tasks to agents using dynamic scheduling.

Also when using mandatory skills, form views need to be configured to display the task skills table and embedded list or related list, rather than the default standard skills field.

To manage the default Skills:
Field Service > Manager > Manage Skills

To manage mandatory Skills
Customer Service > Manage Skills

(requires sn_customerservice_manager)

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26
Q

Explain Mandatory Skills

A

The purpose of mandatory skills ensures that a particular skill is assigned to a field agent to qualify matching criteria by Dynamic Scheduling and drive the agent recommendation sort criteria.

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27
Q

How to turn on mandatory skills?

A

Enable Property:

work.management.use.mandatory.skills

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28
Q

Explain Dispatch Queue, Group Coverage, an Scheduling configurations Additional Factors

A

attached

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29
Q

Explain Work Parameters

A

Work parameters are defined at the user level.

All > Field Service > Dispatching > My Agents

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30
Q

Explain settings used for agent recommendation

A

Auto-selection of agents will consider location of agents

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31
Q

Describe additional factors/considerations for agent availability to drive auto-assignment

A

attached

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32
Q

Explain Dispatch Queue, Group Coverage, an Scheduling configurations

A

attached

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33
Q

Where do you configure Dynamic Scheduling

A

All > Field Service > Administration > Dynamic Scheduling Configuration.

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34
Q

Roles and personas required for Dynamic Scheduling

A

attached

35
Q

Explain Task Ordering Rules

A

attached

36
Q

Explain the Dynamic Scheduling Process

A

attached

37
Q

Explain the Confirm Assignment Pop-Up Window

A

attached

38
Q

Explain Task Filter Selection Criteria

A
39
Q

Explain Recommendation Criteria

A

Define recommendation criteria that policies can use to rank or evaluate tasks for agents.

All > Field Service > Task Recommendation Administration > Recommendation Criteria

40
Q

Explain Determining Agent Ranking

A

attached

41
Q

Explain Task filters

A

Create a task ordering rule for dynamic scheduling to prioritize tasks.

42
Q

Explain Task Ordering Rules

A

About this task

About this task

Dynamic scheduling uses task ordering rules to determine the order of tasks. Task Ordering Rules govern the sequence in which tasks appear in a dispatcher’s or agent’s queue. Rules can be set based on parameters like due date, priority, or estimated work duration. This helps in tackling the most urgent tasks first and better aligns with business objectives. You can create multiple rules to define how tasks are ordered. The rules are evaluated based on the values in the Execution Order field.

How task ordering rules work:
–The rule with the lowest value determines the initial task order. For example, you can create a rule to sort tasks based on their Priority (P1, P2, P3, etc.).
–The rule with the next lowest value determines the order within a subset of tasks. For example, you can sort all P1 tasks by their SLA due date.
–Rules are evaluated in the execution order, moving to the next rule only when task values are equal.

Task dependencies: Task dependencies can override task ordering rules.
–If a task has downstream tasks, it cannot be unassigned.
–If an upstream task gets reassigned and a downstream task is assigned, the upstream task is scheduled before the downstream task starts.
–If an upstream task is unassigned, the downstream task remains unassigned.
–If an upstream task is assigned, the downstream task waits until the upstream task is completed.
–If an upstream task has a lower priority, the downstream task waits until the upstream task is assigned.

Types of task ordering rules
–Simple rule
——Sorts tasks based on one selected field from the task table.
——Choose either ascending or descending sort order.
—Advanced rule
——Sorts tasks based on selections from two unrelated tables.
——Requires a reference field to connect the task table and another table. For example, you can sort work order tasks based on SLAs stored in the Task SLA table.

Priority Based Ordering Rules: Dynamic scheduling provides two priority based ordering rules.
–Work order task: This rule uses the Priority field on the work order task record and the a to z sort order to determine the order of the tasks to be scheduled. Execution Order 100.
–Work order: This rule uses the Priority field on the work order record and the a to z sort order to determine the order of the tasks to be scheduled. Execution Order 200.

Use Cases and Scenarios:
–Healthcare: An advanced rule could prioritize equipment maintenance tasks based on the criticality of medical devices.
–Manufacturing: A simple rule might prioritize tasks based on downtime cost per hour for machinery.
–Retail: Advanced rules can sort tasks by store footfall data, ensuring that highly-trafficked locations are serviced first.
–Utilities: Simple rules can prioritize tasks based on emergency levels, such as power outages affecting critical infrastructure.
Procedure

Navigate to All > Field Service > Administration > Dynamic Scheduling Configuration.

43
Q

Explain Task Unassignment Constraint

A

Define constraints that prevent a task from being unassigned even if it is of lower importance based on the task ordering rules.

About this task

Un-Assignment Constraints are rules that govern when tasks can or cannot be unassigned, such as unassigning less important tasks to prioritize more critical ones. Use them to maintain the integrity of task lists and ensure Task Ordering Rules don’t conflict with dependencies for smooth operations. This minimizes operational disruptions and enhances customer satisfaction by reducing last-minute changes.

–Several Pre-configured Un-Assignment Constraints are provided
—-Task with downstream: Blocks un-assignment if a task has dependent tasks.
—-Schedule Lock: Task remains assigned regardless of other variables.
—-Part Sourced: Prevents un-assignment if required parts are already sourced.
—-On Route: Task remains if technician is already on the way.
—-Needs Crew: Cannot un-assign if specific crew requirements are met.
—-Breaching SLA: Blocks if SLA will breach within the next 5 hours.
—-Has Appointment: Prevents un-assignment if there’s a scheduled appointment.
–Enabling the unassignment option allows dynamic scheduling to unassign a task to complete the assignment of a more important task. The unassignment option is available as a checkbox on the Dynamic Scheduling Configuration Work Order Task record (Field Service > Dynamic Scheduling Administration > Configuration).
–Task importance is determined by task ordering rules.
–If an unassigned task has downstream tasks, the downstream tasks are also unassigned and added to the queue.—
–Task assignments and dependencies are handled correctly as long as ordering rules don’t conflict with task dependencies.

Procedure
–Navigate to All > Field Service > Administration > Dynamic Scheduling Configuration.
–In the Un-Assignment Constraints related list, click New.
–Click the lookup icon next to the Constraint field.
–In the Constraints list, click New.

44
Q

Other considerations for using Mandatory Skills

A

Change the dynamic scheduling configuration. If using mandatory skills and dynamic scheduling, update the task filters for the dynamic scheduling configuration and replace the ‘Matching Skills for Dynamic Scheduling’ matching criteria with the ‘Matching Mandatory Skills for Dynamic Scheduling’ matching criteria

Update the sort filters on the dispatcher workspace. If using mandatory skills, dynamic scheduling, and dispatcher workspace, update the agent recommendation sort criteria to use mandatory skills instead of standard skills for task recommendations.

Optionally, Consider the Migrate Skills to Task M2M script to migrate data from the standard skills list field to the Task Skills table [task_m2m_skill] if there are existing work orders and tasks that have data populated. Run the “Migrate Skills to Task Skill M2M” script to move this data to the task Skills table. By default this fix script migrates the skills from existing entries in the work order and work order task tables to the task skills table.

45
Q

Explain the calculation of Skills rating

A

Navigate to All > Field Service > Administration > Configuration, select the Assignment tab, and set “Auto-selection of agents for tasks requir5es them to have skills” to All, Some, or None

Agents can be auto assigned based on the skills of an agent, and the skills required to perform the task. Assign skills to an agent user records using Skills > Users.

Auto assignment by skills can be performed in either a task- or request-driven processing environment when the Auto-selection of agents for tasks requires them to have skills configuration option must be set to all or some for the application.

When a task that includes skills is qualified or marked as Ready for Work, skills of each agent are compared with the skills required to perform the task, and a rating is calculated based on the skills configuration option. If the option is set to some, the agent with the closest skills match is auto-assigned the task. If the option is set to all, only agents who possess all the required skills are considered. If no agents possess all the skills required to perform the task, none are auto-assigned.

Skills rating of an agent is calculated as:

Skills_agent/Skills_task

When:
Skills_agent is the number of skills possessed by the agent that match the skills required for the task.
Skills_task is the total number of skills required for the task.
For example, if a task requires four skills, and Agent A possesses three of them and Agent B possesses two of them:
Skill rating of Agent A = 3/4 or 0.75
Skill rating of Agent B = 2/4 or 0.5
If the application is configured to use other selection criteria, such as location or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria for details.

46
Q

Where to manage skills?

A

Field Service > Manage Skills

47
Q

Where to update skills field on form views?

A

By default, work order task form views display the standard Skills field.

Form views should use either the standard Skills field or the Task Skills table

Configure form views to display standard or mandatory skills

  • Default view (Classic UI)
  • Sourcing View (Central Dispatch)
  • Workspace View (Dispatcher Workspace)
48
Q

What do you update when using mandatory skills?

A

Before deciding to use mandatory skills carefully assess an organization’s needs to ensure it meets the business process requirements.

Work order templates do not have mandatory skills. Mapping standard skills defined in a work order template to the mandatory skills table requires creating a separate business rule“ if template name equals XYZ, add skills parentheses skill one, skill two, skill 3) 2 task skills table

49
Q

What roles can create, edit and delete work order task templates

A

Users with the WM_admin or model_manager role can create edit and delete work order templates and work order task templates

50
Q

Explain Work order templates

A

Standardize work from commonly performed activities

–Define tasks, dependencies, work durations, skills, part requirements, and more
–Include installation guides, maintenance procedures, and checklists
–Automatically publish to the service catalog
–Use by maintenance plans
–Does not have mandatory skills

Routine requests or tasks that happen frequently and even predictably can be facilitated using work order templates. Once you find templates can be easily used by selecting them from a list of templates accessible from the work order record. Templates can also be displayed and selected as items in a service catalog for easy selection and tracking utilization. The templates create a dedicated catalog item setting must be enabled in the field service configuration. Maintenance plans also utilize templates to create work orders and tasks.

Note: when using the manual qualification method, a work order initiated using a work order template is considered qualified and skips the “awaiting qualification” phase.

51
Q

How to configure templates for use in catalogs.

A

The field service configuration setting:

“Templates create a dedicated catalog item”

must be activiated.

52
Q

Where to manage work order templates?

A

All > Field Service > Catalog & Knowledge > Work Order Templates

53
Q

Explain Work Order Questionnaires

A

As part of completing some work orders and tasks, field service agents fill out questionnaires or complete checklists. For example, an agent might need to complete a safety checklist before starting work on a task or fill out an inspection questionnaire before completing the work order.

54
Q

Where to find Work Order Questionnaires

A

All > Field Service > Administration > Questionnaire

55
Q

What role is required to manage Work Order Questionnaires?

A

sys_admin

56
Q

Explain Planned Maintenance

A

Planned maintenance helps organizations proactively managed regular preventive maintenance of assets. Planned maintenance uses maintenance plans to trigger the creation of work orders. These work orders (created using templates) specify how to perform maintenance on any type of asset that requires regular maintenance or cleaning.

Planned Maintenance is installed with FSM

57
Q

What role is required to manage planned maintenance?

A

plan_mant_admin

58
Q

Planned maintenance work orders can be based on…

A

A specified time internal. For instance, after a number of months since the previous maintenance was performed.

Meters of Usage. For instance , after a specified number of pages are printed, or a specified number of mils are driven.

59
Q

Explain the maintenance plan

A

The maintenance plan specifies the CI class, asset, product model, or other criteria, such as location, and specifies the maintenance to be performed.

60
Q

Explain the maintenance schedule

A

The maintenance schedule specifies the timing, by specifying how often and when to perform the maintenance.

61
Q

Where to manage Planned Maintenance?

A

All > Planned Maintenance > Properties

62
Q

What role is required to view all maintenance performed on a particular CI, asset, or product model?

A

sm_admin

63
Q

What are the three key elements to set up planned maintenance?

A

Work order templates
maintenance plans
maintenance schedules

64
Q

What can be used to ensure work order Task A is completed before Task B?

A

Use the ‘Depends On’ field when defining the task information in the work order template form to enforce task dependencies.

65
Q

If an organization uses an Automatic Qualification method, what changes are made to the work order form?

A
  1. The qualification group is not a required field and may also be hidden
  2. The Awaiting Qualification and Qualified states are remove from the work order state flow
  3. The Ready for Qualification button in the form header is removed and replaced with the Ready for Dispatch button.
66
Q

What application is needed to support Field Service Management on mobile?

A

ServiceNow Agent
The field agent first needs to install the ServiceNow Agent mobile application on their mobile device.

67
Q

What activities can a field agent perform in offline mode?

A

With your Field Service instance on your mobile device in offline mode, you can:

Execute tasks assigned to you at the task location.

Start working on tasks by accepting or rejecting tasks assigned to you.

Record the time when you start to travel to the task site or start the work on a task.

View knowledge articles

Track asset usage.

Record an incidental expense.

Create a work order task.

Create a part requirement.

Log incidentals.

Complete questionnaire

68
Q

When a field agent starts travel for a task, which field appears on the task form and is automatically set to On Route?

Subflow

Substate

Secondary State

A

Substate

69
Q

Sasha is at a wind farm location and needs to remove a defective part from the site. How can she do this?

From the work order task form screen, tap the ellipsis icon and then tap Create Part Requirement.

From the work order task form screen, tap the ellipsis icon and then tap Remove Part.

A

From the work order task form screen, tap the ellipsis icon and then tap Remove Part.

70
Q

Upasana has been working in offline mode at a remote wind farm location without internet connection. She is now within range of a wireless network. What can she do to get back online?

Download cache

Sync the items in her offline mode outbox

Clear cache

Schedule offline caching

A

Sync the items in her offline mode outbox

71
Q

How can a field agent optimize their route for the day using the Now Agent mobile application?

From My Task Map

From My Schedule

From My Group Tasks

A

From My Task Map

72
Q

What are two unique group types used by field service management?

A. Qualification

B. Dispatch

C. Approval

D. Knowledge

A

Answer: A, B

73
Q

What is an example of a no code data cleansing option?

A. Data import

B. Fix script

C. Data source transform

D. Field normalization rules

A

Answer: D

74
Q

What can be used to define competencies for field agents?

A. Territory management

B. Agent calendar

C. Skills management

D. Dynamic scheduling

A

Answer: C

75
Q

Soft Booking

A

attached

76
Q

What needs to be configured when using dynamic scheduling and mandatory fields?

A
77
Q

What type of flow can you create for the Receive and Deliver transfer order line tasks?

A
78
Q

Explain Next Run Time

A

attached

79
Q

Geolocation & Agent Location

A

attached

80
Q

Explain Agent Rank/Score

A

attached

81
Q

Targeted Communications

A

attached

82
Q

Agent Tracking

A

attached

83
Q

Explain Intelligent Task Recommendation

A

Field Service Intelligent Task Recommendation feature requires the following plugins:

  1. Intelligent Task Recommendation (com.snc_task_recommendations): Provides basic task recommendation framework scripts, configurations, and default extension points.
  2. Field Service Management Intelligent Task Recommendations (com.snc.fsm_task_recommendations): Provides specific implementation and configuration for Field Service Management, which includes default filter constraints, ranking criteria, and Field Service Management extension points.

The ServiceNow® Intelligent Task Recommendation feature helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app.

In Dispatcher Workspace, any free time that agents have between tasks and events is displayed as white space in the agent’s calendar. Intelligent Task Recommendation recommends the best available tasks to fill these gaps in the schedule.

The recommended tasks must meet the following selection criteria:

The task is listed in the Work Order Task [wm_task] table.
The task is in the Pending Dispatch state.
The dispatch group or task location is within the area that is covered by the agent.
The estimated work duration is less than or equal to the selected time window in the agent’s calendar.

CIS-FSM (13 decks)

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