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Exam Code: CIS-FSM
Exam Name: ServiceNow Certified Implementation Specialist - Field Service Management
Number of Questions: 60
Time Allotted: 90 minutes
Passing Marks: Pass/Fail (typically requires 70% or higher to pass- though exact threshold is not publicly specified beyond pass/fail status)

FSM Solution (15%)

- Overview of FSM architecture and modules (e.g.- Work Orders- Dispatch- Mobile- Inventory).
- Integration with other ServiceNow applications (e.g.- ITSM- CSM- PPM- Inventory Management).
- FSM data model (tables like fm_work_order- fm_assignment- fm_dispatch).
- Solution scoping: Identifying use cases for field service in industries like utilities- telecom- or manufacturing.
- Best practices for FSM deployment- including mobile app configuration for technicians.

FSM Foundation Data (15%)

- Location management: Configuring hierarchies- geolocation- and territories.
- User and group setup: Roles (e.g.- fsm_dispatcher- fsm_technician)- skills- and certifications.
- Asset and configuration item (CI) integration: Linking FSM assets to CMDB.
- Customer data: Accounts- contacts- and service territories.
- Stockrooms and inventory: Configuring warehouses- parts- and replenishment rules.

Work Order Management (25%)

- Work order creation and qualification: Triggers from incidents- requests- or proactive maintenance.
- Templates and questionnaires: Building reusable WO templates- SLAs- and qualification scripts.
- Scheduling and assignment: Manual vs. automated assignment rules- skill matching.
- Dispatch processes: Real-time dispatch console- route optimization.
- Delivery and confirmation: Technician check-in/out- time reporting- completion workflows.
- Extensions: Contract management- warranty tracking- and billing integration.

FSM Configurations (25%)

- Business process flows: Configuring stages- states- and transitions for work orders.
- Assignment and routing: Geo-fencing- capacity planning- and dynamic scheduling.
- Add-ons and plugins: Enabling features like FSM Extras (e.g.- Territory Planning- Capacity Management).
- Reporting and dashboards: KPI metrics (e.g.- first-time fix rate- utilization)- custom reports.
- Mobile app configuration: Offline capabilities- signature capture- and barcode scanning.
- Rate cards and costing: Labor- materials- and overtime billing setups.

FSM Integrations (20%)

- Third-party integrations: GPS/tracking (e.g.- Verizon Connect)- ERP systems (e.g.- SAP)- or telematics.
- ServiceNow ecosystem: Syncing with ITOM for asset discovery- or CSM for case-to-work-order escalation.
- API and webhook configurations: Inbound/outbound integrations using REST/SOAP.
- Data synchronization: Handling bidirectional data flows for inventory and work status.
- Advanced scenarios: AI-driven dispatching- predictive maintenance with ML models.