Implementing Related Processes
About 7% of the CIS-FSM exam — see all 4 domains.
A smaller domain covering the activation and surrounding capabilities that field service depends on.
Plugins and activation
- The base plugin is Field Service Management (
com.snc.work_management), available as a separate subscription. Activating it auto-activates its dependent plugins. - After the base is active you can activate additional plugins for demo data and extra features, including: Dispatcher Workspace, Schedule Optimization, Dynamic Scheduling, Planned Work Management, Contractor Management, Field Service Marketplace, Capacity and Reservations Management, Crew Operations, Territory Planning, Workforce Optimization for Field Service, Template Management, Time Recording, Smart Assessment / Questionnaire, Playbooks, Linear Assets, and Access Hours.
Note: the Zurich "Activate Field Service Management" page names the base plugin
com.snc.work_management. Some prerequisite lists refer to the application asfield_service_management; for the plugin ID, usecom.snc.work_management.
Related capabilities to be aware of
- Contractor Management: extends field work to external contractors (contractor portal, transfer of part orders to contractors).
- Crew Operations: managing crews rather than individual agents.
- Capacity and Reservations Management: reserving agent capacity ahead of scheduling.
- Workforce Optimization for Field Service: territory and resource optimization layered on top of the base.
Sample questions from this domain
Three of the 21 in this domain, with the reasoning. The full set is in the question bank.
FSM integrates with Customer Service Management so that field work can originate from cases. What record is typically created in FSM from a CSM case?
- A. A work order ✓
- B. An install base item
- C. A transfer order
- D. A part requirement
Why: A customer service agent can create a work order from a CSM case, and the work order then carries the field work. Install base items represent what a customer has installed and are maintained in CSM rather than created for a job, transfer orders move parts between stockrooms, and part requirements are added to work order tasks during qualification rather than created from the case.
Which related process supplies the articles that Contextual Search surfaces to field agents?
- A. Service Catalog
- B. Asset Management
- C. Contractor Management
- D. Knowledge Management ✓
Why: Knowledge Management supplies the articles that contextual knowledge (Contextual Search) surfaces to field agents, including articles attached to work orders or tasks. Service Catalog provides catalog items rather than articles, Asset Management maintains asset and inventory records, and Contractor Management extends field work to external contractor companies, whose agents read articles in the Contractor Portal rather than providing them.
Which two ServiceNow capabilities are commonly integrated with FSM to extend its value? (Choose two)
- A. Security Incident Response
- B. Customer Service Management (CSM) ✓
- C. Knowledge Management ✓
- D. Strategic Portfolio Management
- E. Legal Service Delivery
Why: CSM (cases that create work orders) and Knowledge Management (articles surfaced on work orders and tasks) are common, valuable FSM integrations. Security Incident Response handles security incidents, Strategic Portfolio Management plans investments and projects, and Legal Service Delivery manages legal requests; none of them is a documented FSM integration for field work.