The following pratice tests will prepare you for the Field Service Management module in ServiceNow. All the material in this practice tests have as base the trainings available in Now Learning, the documentation available, as well the trainer knowledge.

All the materials have been based on the latest release of ServiceNow.

Exam topics

Field Service Management Fundamentals (50%)

• Field service types, modules, and industry use cases

• Field Service Management solution features

• Process lifecycle, personas, roles, and related terminology

• Work order initiation, qualification, scheduling and dispatch, and delivery and confirmation activities

• Time recording and approval

• Managing the agent and team calendars

• Managing skills

Implementation Planning (5%)

• Preparation activities stakeholders, and good practices

• ServiceNow maturity levels

• Integrations with applications and data sources

Implementing Field Service Processes (38%)

• Establishing foundation data (locations, groups, users, customer accounts, contacts, stockrooms, and assets)

• Configuring field service business process, assignment, and add-ons

• Configuring work order templates, skills, and questionnaires

• Planned maintenance

• Inventory managent and parts sourcing and transfer process

• Scheduling and dispatch features, processes, and automation

• Advanced time recording, rate types, labor rate cards, and time sheet policies

Implementing Related Processes (7%)

• Customer experience features

• Appointment Booking configuration

• Targeted communications

• Contextual knowledge

Exam structure

The exam consists of 60 questions

Multiple Choice (single answer)

For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response most accurately answers the question.

Multiple Select (select all that apply)

For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. The candidate taking the exam reviews the response options and selects ALL responses that accurately answer the question. Partial credit is not provided.