A utility company is implementing ServiceNow FSM to manage emergency power outage responses. They need to ensure that when a 'Major Outage' work order is created, a predefined set of tasks for assessment, crew dispatch, and public communication is automatically generated. The tasks must have dependencies; for example, crew dispatch cannot begin until the initial assessment is complete. What is the most efficient way to configure this requirement?
A field service organization wants to empower its dispatchers to make more informed decisions by visualizing agent locations in real-time. Which ServiceNow mobile application and system setting are essential for tracking and displaying agent locations on the Dispatcher Workspace map? (Select TWO)
During an FSM implementation, the client states that they have a highly variable demand for services and need to ensure they do not overcommit their workforce. They want to prevent appointment booking when their technicians are fully scheduled for a specific day in a particular territory. Which FSM Pro feature directly addresses this requirement?
True or False: Once a Work Order Task is set to the 'Closed Complete' state, the time worked entries associated with it can no longer be modified by the field agent.
A medical device company needs to perform mandatory annual calibration on its hospital equipment. This maintenance is planned well in advance. The process involves multiple steps: a preliminary check by a junior technician, the main calibration by a certified senior technician, and a final validation test. How should this be modeled in ServiceNow FSM to ensure consistent execution each year?
**Case Study:** Global Telecommunications Inc. (GTI) is rolling out FSM to manage their network of cell towers. They have field agents grouped into three primary skill sets: 'RF Engineering', 'Structural Maintenance', and 'Power Systems'. Many towers are in remote locations, requiring significant travel. GTI's operational goal is to minimize technician travel time and maximize first-time fix rates. A common service request involves a tower signal degradation, which could be caused by an RF, structural, or power issue. The initial diagnosis is often uncertain. Currently, they dispatch separate technicians sequentially, leading to delays and multiple truck rolls if the first technician cannot resolve the issue. The FSM implementation lead has proposed a new approach. For these complex diagnostic jobs, GTI wants to dispatch a team of three specialists (one from each skill set) to the tower simultaneously. The team needs to travel together, work collaboratively, and report time and parts against a single parent work order. Which FSM Pro feature is specifically designed to manage this type of collaborative, multi-skill, single-assignment work?
A dispatcher is using the Dispatcher Workspace and notices a task that meets all criteria for auto-assignment is stuck in the 'Pending Dispatch' state. The Dynamic Scheduling job has run, but the task was not assigned. The dispatcher checks the agent's schedule and skills, which appear correct. What is a common reason related to territory configuration that could prevent the assignment? ``` TASK DETAILS: - Location: 123 Main St, San Diego - Required Skills: Network Repair AGENT DETAILS: - Skills: Network Repair - Schedule: Available - Home Base: San Diego TERRITORY CONFIG: - San Diego North (Covers zip codes 920xx) - San Diego South (Covers zip codes 921xx) - Agent is a member of 'San Diego North' dispatch group. - The task location '123 Main St' falls within zip code 92101. ```
To create a new Work Order from an Incident record, the Field Service Management application must be activated. Which other core application is a prerequisite for this integration to function correctly?
A field service manager wants to automatically notify customers via SMS when their assigned technician's status changes to 'En Route'. Which ServiceNow feature should be configured to enable this automated, multi-channel communication?
What is the primary function of the 'Qualification Group' field on a Work Order?