ServiceNow
CIS-FSM
Q1:
As it pertains to dynamic scheduling configuration, if you are ranking agents based on the number of parts available in the agent stockroom, which matching criterion should you configure in the task filters?
○
A
Matching Mandatory Parts for Dynamic Scheduling○
B
Matching Agents With Most Parts For Dynamic Scheduling○
C
Matching Skills for Dynamic Scheduling○
D
Matching Skill Level Gap for Dynamic Scheduling
ServiceNow
CIS-FSM
Q2:
As it pertains to the Agent Feedback feature, ServiceNow calculates the average rating of a field agent and stores it in which table?
○
A
kb_feedback_task_metric○
B
wm_agent_rating○
C
com_feedback○
D
asmt_metric
ServiceNow
CIS-FSM
Q3:
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
ServiceNow
CIS-FSM
Q4:
Which operational role is responsible for reviewing reports, metrics, and team performance?
○
A
wm_manager○
B
wm_qualifier○
C
wm_dispatcher○
D
wm_admin
ServiceNow
CIS-FSM
Q5:
As it pertains to dynamic scheduling, what is this an example of government customers are higher rank and private sector customers are lower?
○
A
Task ordering rule○
B
Task filler○
C
Un-assignment constraint○
D
Matching criteria