ServiceNow CIS-FSM free question 9 / 10 · Domain 3: Implementing Field Service Processes
The mandatory skills feature is in use. Task 1 lists one mandatory skill, and agents with it are available. Task 2 lists one mandatory skill and two further skills, and no agent with the mandatory skill is available. According to Mandatory Skills, what do the assignment tools do?
- Task 1: rank the agents together by the number of matching skills; Task 2: leave it unassigned until such an agent is free
- Task 1: rank and assign agents with the mandatory skill; Task 2: rank and assign agents with the other skills
- Task 1: rank and assign agents with the mandatory skill; Task 2: leave it unassigned until such an agent is free
- Task 1: rank the agents together by the number of matching skills; Task 2: rank and assign agents with the other skills
Show the answer and explanation
Answer: B
Why this is correct
Mandatory skills identify the skills that agents and technicians must have to work on customer service cases and field service work orders and tasks. When cases, work orders, and work order tasks are assigned, the assignment tools consider the mandatory skills, filter out agents and technicians who do not have them, and then rank the remaining agents. The page gives the two outcomes. If agents with the mandatory skills are available, the cases and tasks are assigned to these agents. If agents with the mandatory skills are not available, then agents with any other, non-mandatory skills identified in the cases and tasks are ranked and assigned. The feature therefore prefers the required skill without leaving the customer waiting. Mandatory skills are optional, and on the assignment workbench a Mandatory Skills Added list sits next to the Skills list; agents are filtered by the first and then ranked by the other matching criteria.
Why the other options are wrong
"Task 1: rank and assign agents with the mandatory skill; Task 2: leave it unassigned until such an agent is free" … Task 1 is right, but the page does not hold the task. If agents with the mandatory skills aren’t available, then agents with any other, non-mandatory skills identified in the cases and tasks are ranked and assigned.
"Task 1: rank the agents together by the number of matching skills; Task 2: rank and assign agents with the other skills" … Task 2 is right, but for Task 1 the assignment tools consider the mandatory skills first: they filter out agents and technicians who don’t have these skills, and then rank the remaining agents.
"Task 1: rank the agents together by the number of matching skills; Task 2: leave it unassigned until such an agent is free" … Neither half matches the page. The tools filter out agents without the mandatory skills and rank the rest, and when no agent with the mandatory skill is available they rank and assign agents with the other, non-mandatory skills.
Who can set mandatory skills
Field service dispatchers (wm_dispatcher), field service technicians (wm_agent), customer service managers (sn_customerservice_manager), and customer service agents (sn_customerservice_agent) can specify both skills and mandatory skills for cases and tasks.
Go to the ServiceNow CIS-FSM practice app (10 free questions; purchase unlocks all questions)