CIS-FSM Online Practice Questions and Answers

Where can dispatchers view real-time locations of agents?

A. Agent map

B. My task map

C. Manager map

D. Dispatch map

When using territory management, what can field service admins assign to an individual or group?

A. Skills

B. Parts

C. Routes

D. Locations

Location, skills, and availability are used to determine what?

A. The best field agent for a task

B. Customer preferred technicians

C. Work order qualification

D. Agent schedules

Which reasons can field agents provide when rejecting tasks that were assigned to them? (Choose two.)

A. Type of work not preferred

B. Skills mismatch

C. Not a preferred customer

D. Parts unavailable

What happens to a task that cannot be auto-assigned because of an impractical or missing location or because the task window cannot be scheduled?

A. Constraints are overridden and the task is assigned

B. The task is returned to the pending dispatch state

C. The task is set to the unassigned state

D. Constraints are presented to dispatcher for override confirmation

When defining a maintenance schedule, what type of trigger would you use for work to be performed based on time and count?

A. Meter and Script

B. Duration or Meter

C. Script and Duration

D. Duration or Script

What criteria are utilized in auto-assignment of work order tasks? (Choose three.)

A. SLA status

B. Age of task

C. Skills

D. Task windows

E. Geolocation

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

A. wm_agent

B. wm_manager

C. wm_qualifier

D. wm_dispatcher

As it pertains to dynamic scheduling configuration, matching criteria, weighting, and ranking method are components of what?

A. Constraints

B. Task filers

C. Task ordering rules

D. Execution order

When you book an appointment, the timezone of appointment slots will be displayed based on? (Choose two.)

A. The location where the appointment for the task is scheduled

B. Timezone that is specified in the user contact record

C. The Timezone of the available agent

D. The location of the available agent

As it pertains to dynamic scheduling system properties, what is the recommended maximum number of tasks that can be selected when running dynamic scheduling manually?

A. 40

B. 20

C. 30

D. 50

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

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

A. UI action

B. Client script

C. Business rule

D. System property

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

Which operational role is responsible for managing field agent skills?

A. wm_admin

B. wm_dispatcher

C. wm_qualifier

D. wm_manager