ServiceNow CIS-FSM Practice Questions

Answer: C

Why this is correct
Field Service agent efficiency is the pace at which an agent can complete a type of work order task. Values range from 0 to 2. A value of 1 signifies that the agent completes these tasks within the standard time frame, a value above 1 that the agent finishes faster than the average, and a value below 1 that the agent takes longer. The page gives the formula: Estimated work duration = Planned work duration / Agent Efficiency. For this task, 90 minutes divided by 1.5 is 60 minutes. Its own table works the same way: Ray William, with 1.2 for laptop repair, has an estimated 50 minutes for a planned 60, and Anthony Roy, with 0.5 for MRI machine installation, has 120 minutes. The goal is to assign the best-suited agent and to estimate the work duration accurately, so the schedule reserves time that matches the agent.

Why the other options are wrong
"135 minutes" … This multiplies the planned duration by the efficiency. The page divides: estimated work duration = planned work duration / Agent Efficiency, so a value above 1 gives a shorter estimate.
"90 minutes" … The planned duration is kept only when the Agent Efficiency is 1, which signifies the standard time frame. With 1.5 the estimate is shorter.
"45 minutes" … This subtracts the efficiency share from the planned duration instead of dividing. 90 minutes divided by 1.5 is 60 minutes.

Where the estimate is used
Agent Efficiency is activated with the com.snc.fsm_agent_efficiency plugin, which requires the admin role. You then create criteria, assign values to agents, and optionally create determination rules. It can be used with dynamic scheduling to auto-assign tasks, with Intelligent Task Recommendations, and with Schedule Optimization.