Overview

The following pratice tests will prepare you for the Field Service Management module in ServiceNow. All the material in this practice tests have as base the trainings available in Now Learning, the documentation available, as well the trainer knowledge.All the materials have been based on the latest release of ServiceNow.Exam topicsField Service Management Fundamentals (50%)Field service types, modules, and industry use casesField Service Management solution featuresProcess lifecycle, personas, roles, and related terminologyWork order initiation, qualification, scheduling and dispatch, and delivery and confirmation activitiesTime recording and approvalManaging the agent and team calendarsManaging skillsImplementation Planning (5%)Preparation activities stakeholders, and good practicesServiceNow maturity levelsIntegrations with applications and data sourcesImplementing Field Service Processes (38%)Establishing foundation data (locations, groups, users, customer accounts, contacts, stockrooms, and assets)Configuring field service business process, assignment, and add-onsConfiguring work order templates, skills, and questionnairesPlanned maintenanceInventory managent and parts sourcing and transfer processScheduling and dispatch features, processes, and automationAdvanced time recording, rate types, labor rate cards, and time sheet policiesImplementing Related Processes (7%)Customer experience featuresAppointment Booking configurationTargeted communicationsContextual knowledgeExam structureThe exam consists of 60 questionsMultiple Choice (single answer)For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response most accurately answers the question.Multiple Select (select all that apply)For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. The candidate taking the exam reviews the response options and selects ALL responses that accurately answer the question. Partial credit is not provided.

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