CIS-Field Service Management Practice Exam

The CIS-Field Service Management Exam validates that an individual has the necessary skills and essential knowledge to actively participate in configuring, implementing, and maintaining the ServiceNow Field Service solution.

Who should take the exam?

The ServiceNow Certified Implementation Specialist – Field Service Management exam is open to ServiceNow customers, partners, employees, and individuals aiming to specialize in ServiceNow Field Service Management.

Recommended Experience for the Exam:

Candidates should have:

• Six months of field experience in ServiceNow deployment projects or in the maintenance of ServiceNow instances is advisable.
• Participation in at least one ServiceNow Field Service Management deployment project is recommended.
• General understanding of industry terminology, acronyms, and initialisms is beneficial.

Exam Details

• Exam Name: ServiceNow Certified Implementation Specialist – Field Service Management
• Exam Languages: English
• Exam Questions: 60 Questions

Course Outline 

The Exam covers the given topics  - 

Topic 1: Understanding Field Service Management Fundamentals 50%

• Field service types, modules and industry use cases.
  
• Field Service Management solution features 
• Process lifecycle, personas, roles, and related terminology 
• Work order initiation, qualification, scheduling and dispatch, and delivery and confirmation activities 
• Time recording for FSM 
• Managing agent and team calendars 
• Managing field service skills 

Topic 2: Implementation Planning 5%

• Preparation activities stakeholders, and good practices 
• ServiceNow maturity levels 
• Integrations with applications and data sources 

Topic 3: Implementing Field Service Processes 38%

• Establishing foundational data (locations, groups, users, customer accounts, contacts, stockrooms, and assets) 
• Configuring field service business process, assignment, and add-ons 
• Configuring work order templates, skills, and questionnaires 
• Planned maintenance 
• Inventory management and parts sourcing and transfer process 
• Scheduling and dispatch features, processes, and automation 
• Advanced time recording, rate types, labor rate cards, and time sheet policies 

Topic 4: Implementing Related Processes 7%

• Customer experience features 
  
• Appointment Booking configuration 
• Targeted communications 
• Contextual knowledge 
• Advanced and extended capabilities 
• Set up and usage of Now Agent mobile application