ServiceNow CIS-FSM free question 10 / 10 · Domain 3: Implementing Field Service Processes
With Field Service Multi-Day Task Scheduling active, an agent is assigned a task that spans three days. On the second day a higher priority task comes in that fits the skills of the agent. According to Configuring Multi-day scheduling, what happens?
- The agent stays on the multi-day task, and no other task is assigned in that time period
- The new task is assigned to the agent, and the rest of the multi-day task moves later
- The agent stays on the multi-day task unless a dispatcher assigns the new task by hand
- The new task goes to the agent in the gaps between the work hours of the multi-day task
Show the answer and explanation
Answer: A
Why this is correct
Field Service Multi-day task scheduling helps dispatchers manage tasks that need more than a single workday. An administrator installs the Field Service Multi-Day Task Scheduling application by activating its plugin (com.snc.fsm_multiday_tasks). The page then describes how the agent is locked in: once an agent is assigned a task that spans multiple days, the system locks the schedule of the agent for that duration, and no other tasks are assigned to the agent during this time. Even if a higher priority task comes up, the agent remains committed to the multi-day task. The reason given is continuity: the multi-day task is not interrupted, which keeps it efficient until completion. The higher priority task in the question therefore has to go to someone else, and the agent finishes the three days of work first.
Why the other options are wrong
"The agent stays on the multi-day task unless a dispatcher assigns the new task by hand" … The page does not leave an opening for manual assignment. Once the agent is assigned a task that spans multiple days, no other tasks are assigned to the agent during that time.
"The new task is assigned to the agent, and the rest of the multi-day task moves later" … The page says that even if a higher priority task comes up, the agent remains committed to the multi-day task. The multi-day task is not pushed back for the new one.
"The new task goes to the agent in the gaps between the work hours of the multi-day task" … The schedule of the agent is locked for the whole duration of the multi-day task, so the system does not fill gaps in it with other tasks.
How the days are planned
The system checks the availability of agents, their work hours, and even their break times. It supports manual and dynamic scheduling along with Schedule Optimization. The example on the page is a disaster recovery cleanup task of 20 hours, spread across three days so that agents are neither overworked nor idle; the agents on it are not available for other assignments during these three days.
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