ServiceNow CIS-FSM Practice Questions

Answer: C

Why this is correct
In the Work order task states table, Accepted means the Field Service agent accepts the task and they are ready to work on it. Its note adds that if the agent selects Start travel on the work order task, the task enters the On route substate. The state stays Accepted because the agent has not started the work yet: the work itself begins in Work in Progress, when the agent starts work and selects Start work. Using a substate lets the record show that the agent is on the way without adding a step to the main sequence, which the page describes as sequential, with tasks progressing from one state to the next.

Why the other options are wrong
"It moves to Work in Progress, and the travel time starts" … Work in Progress is not reached by travelling. The table says the task enters Work in Progress when the Field Service agent starts work and selects Start work on the work order task.
"It goes back to Assigned until the agent is at the site" … Assigned is the state before acceptance, in which the task is pending acceptance from the assigned agent. Travel begins after the agent has accepted, and the note on Accepted keeps the task in that later state.
"It moves to a separate travel state after Accepted" … The table goes directly from Accepted to Work in Progress, with no state for travel between them. Travel is recorded as a substate inside Accepted rather than as a state of its own.

Reading the table
Depending on the configuration, work order tasks may follow the sequence in the table, a unique sequence, or automatically move from state to state when defined requirements are met. The Assigned state is reached when the dispatcher confirms assignment of the work order task, and the task then waits for acceptance from the assigned Field Service agent.