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所在平台: Udemy |
课程主页: https://www.udemy.com/course/servicenow-cis-fsm-field-service-management-practice-tests/
课程评论：没有评论
**Coursera 课程总结：ServiceNow CIS FSM 现场服务管理模拟考试** 本课程提供一系列模拟考试，旨在帮助您为 ServiceNow 的现场服务管理 (FSM) 模块做好准备。所有模拟考试内容均基于 Now Learning 培训、官方文档以及培训师的专业知识，并针对 ServiceNow 的最新版本进行更新。 **考试主题涵盖：** * **现场服务管理基础 (50%)** * 现场服务类型、模块及行业用例 * 现场服务管理解决方案功能 * 流程生命周期、用户角色、相关术语 * 工单的创建、资格认证、调度与派发、交付与确认活动 * 工时记录与审批 * 现场人员与团队日历管理 * 技能管理 * **实施规划 (5%)** * 准备活动、利益相关者及最佳实践 * ServiceNow 成熟度等级 * 与应用程序和数据源的集成 * **实施现场服务流程 (38%)** * 建立基础数据（地点、团队、用户、客户账户、联系人、仓库、资产） * 配置现场服务业务流程、分配及附加组件 * 配置工单模板、技能及问卷 * 计划性维护 * 库存管理及零件采购与转移流程 * 调度与派发功能、流程及自动化 * 高级工时记录、费率类型、人工费率卡及工时单策略 * **实施相关流程 (7%)** * 客户体验功能 * 预约预订配置 * 定向沟通 * 情境化知识 **考试结构：** 考试共包含 60 道题目，题型包括： * **单项选择题：** 每个题目至少有四个选项，考生需选择唯一最准确的答案。 * **多项选择题：** 每个题目至少有四个选项，题目会明确说明需要选择多少个正确答案。考生需要选择所有符合题意的选项。**不提供部分正确得分。**
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 topicsField Service Management Fundamentals (50%)Field service types, modules, and industry use casesField Service Management solution featuresProcess lifecycle, personas, roles, and related terminologyWork order initiation, qualification, scheduling and dispatch, and delivery and confirmation activitiesTime recording and approvalManaging the agent and team calendarsManaging skillsImplementation Planning (5%)Preparation activities stakeholders, and good practicesServiceNow maturity levelsIntegrations with applications and data sourcesImplementing Field Service Processes (38%)Establishing foundation data (locations, groups, users, customer accounts, contacts, stockrooms, and assets)Configuring field service business process, assignment, and add-onsConfiguring work order templates, skills, and questionnairesPlanned maintenanceInventory managent and parts sourcing and transfer processScheduling and dispatch features, processes, and automationAdvanced time recording, rate types, labor rate cards, and time sheet policiesImplementing Related Processes (7%)Customer experience featuresAppointment Booking configurationTargeted communicationsContextual knowledgeExam structureThe exam consists of 60 questionsMultiple 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.
