ServiceNow CIS-FSM free question 7 / 10 · Domain 3: Implementing Field Service Processes
A wm_manager user has created an ad hoc task-specific crew from a work order task in the Pending Dispatch state. A colleague later clicks Create Crew on the same task. According to Create ad hoc task-specific crews, what happens?
- An error asks the colleague to deactivate the first crew
- The first crew is replaced by a new crew for the same task
- A second crew is created, and the dispatcher chooses one
- The system redirects the colleague to the existing crew
Show the answer and explanation
Answer: D
Why this is correct
An ad hoc task-specific crew is created for a task when existing crews are not available or the task requires specific skills. The role required is wm_manager. The Create Crew option is available on the work order task form when the task is in the Pending Dispatch state, a Dispatch Group is selected, the Needs Crew option is active, and the task is scheduled for the present date or future dates. The note on the page then limits it: you can create only one crew for a work order task, and if you try creating another crew for a task, the system redirects you to the existing crew. The crew is tied to the task, so a second crew would only compete with the first; the redirect sends the colleague to the crew that already holds the agents, where members can be added or changed.
Why the other options are wrong
"A second crew is created, and the dispatcher chooses one" … The note on the page says that you can create only one crew for a work order task. A second click does not create another crew.
"The first crew is replaced by a new crew for the same task" … The first crew is kept. The system redirects the user to the existing crew instead of creating or replacing one.
"An error asks the colleague to deactivate the first crew" … The page does not ask for the first crew to be deactivated. It says that if you try creating another crew for a task, the system redirects you to the existing crew.
What the form fills in
The Name is auto-populated from the task, for example WOT9001007 Crew, and the Description gets default text such as Crew to work on WOT9001007. Size is the total number of agents, including the leader. After Submit, the crew is created with related lists such as Details, Groups, Skills, and Task Assignees.
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