FSM — Field Service Management (Zero → Pro)

اقرأ أولاً: ../MASTER_ALL_IN_ONE_SUMMARY.md · ../html/MASTER_ALL_IN_ONE_SUMMARY.html
الدليل الشامل: ../MASTER_ALL_IN_ONE.md · ../html/MASTER_ALL_IN_ONE.html
ممارسة الشاشات: ../html/MASTER_PRACTICE_GUIDE_ALL_TOPICS.html
Australia · Scope x_786686_hr_leave

Australia Instance — نسخة أستراليا

Direct Navigation URLs — روابط التنقل المباشرة

Platform target: ServiceNow Australia (Sep 2026) · next EA: Brazil
URLs: ../../SERVICENOW_DIRECT_URLS_CATALOG.md · 1-week: ../../SERVICENOW_ONE_WEEK_STUDY_DEPLOY_AUSTRALIA.md
HR Leave: Scope x_786686_hr_leave

CIS-FSM Professional Implementer Guide
الأسلوب: عربية + إنجليزية تكمّلان بعضهما — بدون ترجمة حرفية لأسماء الشاشات.

ملخص ووصف بالعربية (Arabic Summary)

ملخص في سطر: من القضية/الطلب إلى أمر عمل → جدولة → إنجاز على الجوال مع قطع.

وصف مختصر: يغطي المناطق، الجدولة، تطبيق الجوال، استهلاك المخزون، وربط CSM. مناسب CIS-FSM.

1) Overview & Business Value

FSM manages work performed in the field by technicians. — يدير العمل الميداني: جدولة الفنيين، الأجزاء، المواقع، والمهام في الموقع.

Core value:
- Work Order management.
- Scheduling & dispatch (manual + automated).
- Inventory & parts management.
- Mobile app for technicians.
- Integration with CSM (case → work order) and ITSM.

2) Architecture & Data Model

Key tables:

Model:

Work Order (wm_order)
 └─ Work Order Task (wm_task)
 ├─ assigned technician (with qualifications)
 ├─ scheduled appointment (time window)
 ├─ parts required (inventory)
 └─ location (cmn_location)

3) Plugins & Activation

How to activate:

1. Navigate: All > System Applications > All Available Applications > All. — Open direct
2. Search “Field Service Management”.
3. Install.
4. Guided Setup:
   Navigate: All > Guided Setup > Field Service Management. — Open direct

4) Guided Setup & All Options

Sections:
- Foundation — locations, territories, skills.
- Technicians & Qualifications — الفنيون ومهاراتهم.
- Dispatch Groups — مجموعات الإرسال.
- Scheduling — manual board / auto / dynamic.
- Inventory & Parts — المخزون والأجزاء.
- Work Order types & states.
- Mobile configuration.
- Customer/Asset (CSM/CMDB integration).

Important options:

5) End-to-End Process Cycle

Work Order lifecycle:

Draft → Requested → Qualified → Assigned/Scheduled → Work in Progress → Closed Complete

Full flow:

Trigger (CSM case / request / asset failure)
 → Work Order created
 → Qualification (skills + parts + location)
 → Schedule + Dispatch to technician
 → Technician (mobile): travel → on-site → complete task → consume parts
 → Close work order → customer signature/feedback

Dispatch إما يدوي (لوحة الإرسال) أو تلقائي (Auto/Dynamic Scheduling).

6) Development

Business Rule — require qualification before assignment

(function executeRule(current, previous) {
 if (current.assigned_to.changes() && !current.assigned_to.nil()) {
 // ensure technician has required skill (simplified)
 if (current.skills.nil()) {
 gs.addErrorMessage('Define required skills before assigning a technician.');
 current.setAbortAction(true);
 }
 }
})(current, previous);

Development topics:
- Auto-assignment / Dynamic Scheduling configuration.
- Work order tasks & dependencies.
- Mobile app layouts (Agent/Now Mobile).
- Parts requirements + inventory transfers.
- Geolocation & maps.
- Flow Designer for WO approvals.

7) Administration

Key roles:
- field_service_dispatcher — المرسِل.
- field_service_agent / technician — الفني الميداني.
- field_service_admin — المدير.

8) Hands-on Labs

Lab 1 — Foundation:
1. Create a Location and a Territory.
2. Create a technician user + qualifications.

Lab 2 — Work Order:
1. Navigate: All > Field Service > Work Orders > Create New. — Open direct
2. Add a task, set required skills + location.

Lab 3 — Dispatch:
1. Open the Dispatcher Workspace.
2. Schedule the task to the technician on the board.

Lab 4 — Parts:
1. Add a part requirement to the task.
2. Transfer/consume from inventory.

Lab 5 — CSM → FSM:
1. From a CSM case, create a Work Order.
2. Complete it and verify the case updates.

9) Best Practices & Common Mistakes

Best practices:
- Model skills/qualifications properly for accurate matching.
- Use Dynamic Scheduling for large field teams.
- Keep inventory locations accurate for parts.
- Use the mobile app for real-time field updates.

Common mistakes:
- إسناد فني بلا المهارة المطلوبة.
- إهمال المخزون فتفشل المهام لعدم توفّر الأجزاء.
- خلط Work Order مع Work Order Task في التقارير.

10) CIS-FSM Exam Focus

High-yield:
- Work Order vs Work Order Task.
- Qualification matching (skills + territory + parts).
- Dispatch: manual board vs Auto/Dynamic Scheduling.
- Inventory & parts consumption.
- Technician mobile workflow (travel/onsite/complete).
- CSM ↔ FSM integration (case to work order).
- Territories & schedules/shifts.

Exam tip: — ركّز على كيف يُختار الفني (المهارة + المنطقة + الوقت + الأجزاء).

11) Portals, Workspaces, Role Hierarchy & Feature Catalog

ملاحظة عن الروابط:
URLs الـ Workspaces قد تختلف حسب الإصدار والـ App Config.

11.1 Portals & Mobile (customers + technicians)

11.2 Workspaces (dispatch/managers)

لوحة الإرسال (Dispatch board) فيها خريطة وجدول زمني لتعيين المهام للفنيين.

11.3 Role Hierarchy

admin
└─ field_service_admin
 ├─ field_service_dispatcher (الإرسال والجدولة)
 ├─ field_service_agent (الفني الميداني)
 ├─ field_service_manager
 └─ inventory roles (inventory_user / inventory_admin)

wm_initiator (من يفتح أمر عمل)

11.4 Full Business Cycle

Trigger (CSM case / request / preventive maintenance / asset failure)
 → Work Order (wm_order) + Work Order Task (wm_task)
 → Qualification: required skills + parts + location/territory
 → Schedule & Dispatch (manual board OR Auto/Dynamic Scheduling)
 → Technician (mobile): assigned → traveling → on-site
 ↳ consume parts (inventory transfer)
 ↳ capture notes / photos / signature
 → Complete task → Close Work Order
 → Customer confirmation / feedback → invoice/report

11.5 Feature Catalog

Process features:
- Work Order & Work Order Task management.
- Qualification matching (skills, territory, parts).
- Manual Dispatch board, Auto Dispatch, Dynamic Scheduling.
- Appointment Booking.
- Inventory & Parts Management (stockrooms, transfers).
- Preventive/Planned Maintenance.
- Contractor Management.
- Geolocation, maps, route planning.
- Time recording & costing.

Platform features used:
- Dispatcher Workspace + map.
- Mobile apps (Now Mobile / Mobile Agent) offline-capable.
- Flow Designer (WO approvals/automation).
- CSM integration (case → work order).
- CMDB/Asset integration (asset-based service).
- Performance Analytics (first-time fix rate, utilization).
- Now Assist for FSM.

12) End-to-End Implementation (Post-Activation)

اقرأ هذا بعد تثبيت FSM وتشغيل Guided Setup.

12.1 Application Menus map

All > Field Service
 ├─ Work Orders (Create New / Open / My / Unassigned / All)
 ├─ Work Order Tasks
 ├─ Dispatch (Dispatcher Workspace / Map)
 ├─ Schedules / Appointments
 ├─ Administration
 │ ├─ Territories / Regions
 │ ├─ Skills / Qualifications
 │ ├─ Dispatch Groups
 │ └─ Auto/Dynamic Scheduling config
 └─ Reports / Performance
All > Inventory
 ├─ Stockrooms / Transfer Orders / Parts
 └─ Inventory adjustments

12.2 Core tables to know

12.3 End-to-end build order

1. Foundation:
   - Locations, Territories/Regions.
   - Skills/Qualifications catalog.
2. Resources:
   - Technician users + qualifications + working hours/shifts.
3. Dispatch:
   - Dispatch Groups mapped to territories.
4. Scheduling strategy:
   - Manual board / Auto Dispatch / Dynamic Scheduling / Appointment Booking.
5. Inventory:
   - Stockrooms, parts catalog, transfer orders.
6. Work Order config:
   - Work Order types, states, task templates, SLAs.
7. Mobile:
   - Configure Mobile Agent layouts (forms, actions, offline).
8. Flows:
   - WO approvals, auto-assignment automation.
9. Integrations:
   - CSM (case → WO), CMDB/Asset (asset service), maps/geocoding.
10. Workspace:
    - Dispatcher Workspace /now/fsm/dispatcher.
11. Reporting + Test + Deploy.

12.4 All configuration pages

Study path note: — للدراسة من الصفر اتبع: STUDY_ROADMAP.md

13) Options & Instance Notes

14) Implementation Scenarios, Options, Best Practices & Customizations

Playbook: MODULE_IMPLEMENTATION_PLAYBOOK.md → FSM

14.1 Scenarios

14.2 Options matrix

14.3 Plugins

com.snc.field_service_management, scheduling — Store + Guided Setup FSM

14.4 Roles

sn_fsm_dispatcher, technician, inventory_admin, territory managers.

14.5 Common developments

Work order task templates, agent maps, parts consumption BRs, asset-linked WOs, SLA for on-site arrival, integration to CSM cases.

14.6 Best practices

Define territories/skills early; pilot one region; offline mobile test before rollout.

14.7 Go-live

• [ ] Dispatcher workspace UAT
• [ ] Mobile sync tested
• [ ] Parts reorder thresholds set

15) Zero-to-Hero End-to-End Implementation (Scratch → Go-Live)

Framework: MODULE_ZERO_TO_HERO_CONSULTING.md

من Territories/Skills حتى Dispatcher + Mobile + Work Orders.

15.1 Business goals

15.2 Phase 0 — Discover

Territories, skills, parts stockrooms, mobile offline needs.

15.3 Phase 1 — Activate

FSM plugin, scheduling, mobile app — Guided Setup FSM.

15.4 Phase 2 — Foundation (Week 2–4)

Technicians, dispatchers, territories, skills, work order types.

15.5 Phase 3 — Dispatch (Week 4–6)

Dispatcher workspace, scheduling rules, maps.

15.6 Phase 4 — Mobile & parts (Week 6–8)

Mobile sync test, inventory, consumption on WO.

15.7 Phase 5 — UAT & go-live

End-to-end WO: create→assign→complete→parts deducted.

15.8 Phase 7 — Operate

Utilization, travel time, parts stockouts.

15.9 Master checklist

• [ ] Mobile tested · [ ] Dispatcher trained · [ ] Parts linked · [ ] Go-live

16) Full E2E Practice · Pages · Requirements · Options (AR + EN)

Field technicians · Dispatcher workspace · Mobile offline sync.

16.1 Business goals

Why buy FSM: English: Desk agents cannot fix HVAC at customer site — need WO, schedule, mobile, parts. — FSM يربط قضية/طلب → أمر عمل → فني → قطع → إغلاق مع خريطة وجوال.

16.2 Requirements

16.3 Consultation cycle

16.4 Options (A / B / C)

| Area | A | B | C |
|—|—|—|
| Intake | CSM Case → WO | Catalog WO | Manual |
| Schedule | Dynamic scheduling | Manual dispatch | External |
| Mobile | FSM Mobile Agent | Browser | Paper |
| Parts | Inventory Management | Simple task parts | No inventory |
| Maps | Built-in maps | External GPS | None |

16.5 All pages (Navigate)

16.6 Full PDI lab (15 steps)

16.7 Sign-off

• [ ] Mobile devices enrolled · [ ] Dispatcher trained on map · [ ] Parts master aligned · [ ] CSM handoff tested (if applicable)

§17 — Power User Playbook (FSM)

17.1 Personas

17.2 Day-in-Life — Dispatcher

1. Open Dispatch Workspace /now/fsm/dispatcher.
2. Map view shows technicians + WOs as pins.
3. Drag a WO from queue to technician → system validates skill+territory+capacity.
4. Auto-optimize route via “Optimize Day” action.
5. Emergency: pull a tech off current job, escalate flag.

17.3 Day-in-Life — Field Technician (Mobile)

1. Open ServiceNow Now Mobile → My Work Orders.
2. See ETA, customer info, parts required.
3. “Start travel” → geofence detects arrival → “Start work”.
4. Perform task; consume parts from truck stock.
5. Take photos; capture customer signature.
6. Complete → invoice/follow-up triggered.

17.4 Top 20 FSM Scripts (full code)

1. Auto-assign WO by skill + territory + availability

var FSMSmartDispatch = Class.create();
FSMSmartDispatch.prototype = {
 initialize: function {},

assign: function (woSysId) {
var wo = new GlideRecord(‘wm_order’);
if (!wo.get(woSysId)) return null;
var requiredSkill = wo.getValue(‘skills’);
var territory = wo.getValue(‘territory’);
var due = wo.getValue(‘requested_due_by’);

// candidates with skill + territory
var cand = new GlideRecord(‘sys_user’);
cand.addQuery(‘active’, true);
cand.addQuery(‘skills’, ‘CONTAINS’, requiredSkill);
cand.addQuery(‘u_territories’, ‘CONTAINS’, territory);
cand.query();

var best = null;
var bestScore = -Infinity;
while (cand.next()) {
var score = this._score(cand, wo);
if (score > bestScore) {
bestScore = score;
best = cand.getUniqueValue();
}
}
if (best) {
wo.setValue(‘assigned_to’, best);
wo.update();
}
return best;
},

_score: function (tech, wo) {
// Lower load + nearby + matching language
var loadAgg = new GlideAggregate(‘wm_order’);
loadAgg.addQuery(‘assigned_to’, tech.getUniqueValue());
loadAgg.addQuery(‘state’, ‘IN’, ‘pending,in_progress’);
loadAgg.addAggregate(‘COUNT’);
loadAgg.query();
var load = loadAgg.next() ? parseInt(loadAgg.getAggregate(‘COUNT’), 10) : 0;
return -load * 10; // negative = lower is better
},

type: ‘FSMSmartDispatch’
};

2. Route optimization (simple greedy)

function optimizeDay(techSysId, date) {
 var gr = new GlideRecord('wm_order');
 gr.addQuery('assigned_to', techSysId);
 gr.addQuery('scheduled_start', date);
 gr.orderBy('priority');
 gr.query();

var wos = [];
while (gr.next()) {
wos.push({
sysId: gr.getUniqueValue(),
lat: parseFloat(gr.getValue(‘latitude’)),
lng: parseFloat(gr.getValue(‘longitude’)),
duration: parseInt(gr.getValue(‘estimated_duration’), 10),
priority: parseInt(gr.getValue(‘priority’), 10)
});
}

// Nearest-neighbor heuristic from start point
var start = { lat: parseFloat(gs.getProperty(‘x_fsm.depot_lat’)),
lng: parseFloat(gs.getProperty(‘x_fsm.depot_lng’)) };
var ordered = [];
var cur = start;
while (wos.length > 0) {
wos.sort(function (a, b) {
return _dist(cur, a) - _dist(cur, b);
});
var next = wos.shift();
ordered.push(next);
cur = next;
}

// Persist order
ordered.forEach(function (w, idx) {
var u = new GlideRecord(‘wm_order’);
if (u.get(w.sysId)) {
u.setValue(‘dispatch_order’, idx + 1);
u.update();
}
});

function _dist(a, b) {
var dx = a.lat - b.lat, dy = a.lng - b.lng;
return Math.sqrt(dx * dx + dy * dy);
}
}

3. Parts reservation from truck stock

function reserveParts(woSysId, partRequests) {
 var wo = new GlideRecord('wm_order');
 if (!wo.get(woSysId)) return { success: false, error: 'wo_not_found' };
 var techId = wo.getValue('assigned_to');
 var truck = _getTruckFor(techId);
 var reserved = [];

for (var i = 0; i < partRequests.length; i++) {
var p = partRequests[i];
var stock = new GlideRecord(‘alm_consumable’);
stock.addQuery(‘stockroom’, truck);
stock.addQuery(‘model’, p.model);
stock.setLimit(1);
stock.query();
if (!stock.next()) {
return { success: false, error: ‘no_stock’, model: p.model };
}
var avail = parseInt(stock.getValue(‘quantity’), 10) -
parseInt(stock.getValue(‘reserved’), 10);
if (avail < p.qty) {
return { success: false, error: ‘insufficient’, model: p.model,
available: avail, requested: p.qty };
}
stock.setValue(‘reserved’,
parseInt(stock.getValue(‘reserved’), 10) + p.qty);
stock.update();
reserved.push({ stock: stock.getUniqueValue(), qty: p.qty });
}

return { success: true, reserved: reserved };
}

4. ETA notification SMS to customer

// Triggered when tech starts travel
(function (current, previous) {
 if (current.state.changes() && current.getValue('state') === 'en_route') {
 var customer = new GlideRecord('customer_contact');
 if (!customer.get(current.getValue('contact'))) return;
 var phone = customer.getValue('mobile_phone');
 if (!phone) return;

var eta = parseInt(current.getValue(‘eta_minutes’), 10) || 30;
var msg = ‘Your technician ’ + current.getDisplayValue(‘assigned_to’) +
’ is on the way. ETA ~’ + eta + ’ minutes. Track: ’ +
gs.getProperty(‘glide.servlet.uri’) +
‘sp?id=track&wo=’ + current.getValue(‘number’);

new HRLXProSMSUtils().sendSMS(phone, msg); // reuse from doc 06
}
})(current, previous);

5. Geofence arrival detection

// Scripted REST endpoint /api/x_fsm/geofence
(function process(request, response) {
 var data = request.body.data;
 var techId = data.tech_id;
 var lat = parseFloat(data.lat);
 var lng = parseFloat(data.lng);

// Find active WO for this tech
var wo = new GlideRecord(‘wm_order’);
wo.addQuery(‘assigned_to’, techId);
wo.addQuery(‘state’, ‘en_route’);
wo.setLimit(1);
wo.query();
if (!wo.next()) {
response.setStatus(404); return { ok: false };
}

var siteLat = parseFloat(wo.getValue(‘latitude’));
var siteLng = parseFloat(wo.getValue(‘longitude’));
var distM = _haversine(lat, lng, siteLat, siteLng);

if (distM < 100) {
wo.setValue(‘state’, ‘on_site’);
wo.setValue(‘arrived_at’, new GlideDateTime());
wo.update();
gs.eventQueue(‘x_fsm.wo.arrived’, wo, techId);
}
return { ok: true, distance_m: distM };

function _haversine(lat1, lon1, lat2, lon2) {
var R = 6371000;
var dLat = (lat2 - lat1) * Math.PI / 180;
var dLon = (lon2 - lon1) * Math.PI / 180;
var a = Math.sin(dLat/2) * Math.sin(dLat/2) +
Math.cos(lat1 * Math.PI/180) * Math.cos(lat2 * Math.PI/180) *
Math.sin(dLon/2) * Math.sin(dLon/2);
return 2 * R * Math.atan2(Math.sqrt(a), Math.sqrt(1-a));
}
})(request, response);

6. Photo upload to WO — use sys_attachment API with category tags.

7. Multi-resource scheduling (2 techs) — set wo.assigned_to_secondary field; map view shows both pins.

8. Recurring WO generator (preventive maintenance)

// Scheduled Job — daily 03:00
(function {
 var pm = new GlideRecord('wm_pm_contract');
 pm.addActiveQuery();
 pm.query();
 while (pm.next()) {
 var nextDue = _nextDue(pm);
 if (nextDue && _shouldCreate(nextDue)) {
 var wo = new GlideRecord('wm_order');
 wo.initialize();
 wo.setValue('pm_contract', pm.getUniqueValue());
 wo.setValue('asset', pm.getValue('asset'));
 wo.setValue('short_description', 'PM: ' + pm.getValue('name'));
 wo.setValue('scheduled_start', nextDue);
 wo.setValue('type', 'preventive');
 wo.insert();
 }
 }
})();

9. Asset health → predictive maintenance — IoT signal → triggers WO when threshold breached.

10. Tech timesheet auto-populate — sum wo.travel_time + work_time per day.

11-20. Quick recipes

17.5 Mobile App configuration

§18 — From-Scratch Implementation (Day 0 → Day 30)

18.1 Day-by-day

Day 0 — Service area map, territory plan, skill matrix, technician headcount, current tool sunset plan, mobile devices inventory

Day 1 — Activate plugins

- com.snc.work_management
- com.snc.dispatch_workspace
- com.snc.field_service.mobile

Day 2-3 — Territories + Skills + Resources
- Territories defined geographically (zip codes / polygons)
- Skill taxonomy (HVAC, Electrical, Plumbing, IT, etc.)
- Technicians + Sub-contractors

Day 4 — Asset model linking — WO must reference an asset (alm_asset or cmdb_ci).

Day 5 — Inventory locations
- Warehouses (master stock)
- Trucks (per-tech mobile stock)
- Bin → Item → Quantity hierarchy

Day 6-7 — WO types + states
- Types: Installation, Repair, Preventive Maintenance, Emergency, Inspection
- States: Pending → Scheduled → Dispatched → En route → On site → Complete → Closed

Day 8-9 — Dispatch Workspace + Map
- Configure layers (technicians, WOs, traffic)
- Skill filters
- Drag-drop assignment

Day 10 — Customer Portal booking widget
- Select service type
- Pick available slot
- Confirm appointment

Day 11 — Mobile app branding + offline config
- Logo, theme
- Sync schedule (every 5 min when online)
- Conflict resolution rules

Day 12 — Scheduling automation rules
- Auto-assign by skill+territory
- Auto-optimize daily route at 06:00

Day 13 — Skill-based routing engine — links to AWA from CSM module.

Day 14 — Parts ordering integration (NetSuite or SAP)

Day 15 — GPS + geofencing
- Tech app sends location every 60s when WO active
- Geofence triggers state transition

Day 16-17 — Preventive Maintenance schedules
- PM contracts per asset
- Frequency (calendar or usage-based)
- Auto-WO generation (script #8 above)

Day 18 — SLA on WO
- Response SLA: time-to-dispatch
- Resolution SLA: time-to-complete

Day 19 — Subcontractor management
- Limited portal access
- Mark WOs as outsourced
- Cost tracking

Day 20 — Customer notifications (SMS, email, push)
- Appointment booked confirmation
- 1-day reminder
- Tech en route ETA
- Completion + survey

Day 21-22 — Dashboards
- Utilization (% billable hours)
- First-Time-Fix-Rate
- CSAT
- Avg travel time
- Parts cost per WO

Day 23 — Salesforce / SAP / NetSuite integration

Day 24 — Now Assist for FSM
- Suggest similar WOs
- Recommend parts
- Predict job duration

Day 25 — ATF — 10 scenarios

Day 26 — Mobile pilot with 10 techs

Day 27 — Training
- Dispatcher (1 day)
- Field technicians (½ day in field)
- Customer support (booking portal)

Day 28 — UAT — full territory cycle

Day 29 — Pilot go-live in 1 territory

Day 30 — Full rollout + Hypercare

18.2 KPIs Month 1

§19 — CIS-FSM Exam & Z-to-Hero Feature Labs

19.1 Exam bank

Primary: C:\SVCProject\EXAM_BANK_FSM_360.md (~120 Q, 95 KB).

19.2 Z-to-Hero Feature Labs (12 labs)

19.3 Top 15 FSM must-know concepts

1. Work Order wm_order table + state model
2. Territory ↔ Group ↔ Technician mapping
3. Skill ↔ Technician + WO required skills
4. Dispatcher Workspace map view (drag-drop)
5. Mobile Now app offline capability
6. Stockroom hierarchy: warehouse → truck → bin
7. Parts: model vs consumable vs spare
8. PM (Preventive Maintenance) Contracts → auto-WO
9. Customer booking via portal slot picker
10. Skill-based + territory-based + capacity-based routing
11. ETA calculation (Maps API)
12. Travel time vs work time vs idle
13. First-Time-Fix-Rate (FFR) metric
14. Subcontractor management
15. Asset → WO link (alm_asset or cmdb_ci)

19.4 5 sample CIS-FSM questions

Q1. Which table stores Work Orders?
A. task
B. wm_order
C. sn_customerservice_case
D. incident

Answer: B (extends task)

Q2. Dispatcher Workspace allows reassignment by:
A. Edit field
B. Drag-drop pin on map + auto-validation of skill/territory
C. Background script
D. Email

Answer: B

Q3. When does geofence trigger state change to “On Site”?
A. When tech taps “Arrive” manually
B. When GPS coordinates of mobile device < threshold from WO location
C. When dispatcher confirms
D. When customer scans QR

Answer: B

Q4. Preventive Maintenance generates WOs via:
A. Manual creation
B. Scheduled Job that scans PM contracts daily and creates WOs by frequency
C. Email trigger
D. Customer request

Answer: B

Q5. Truck stock is modeled as:
A. alm_consumable with stockroom = truck stockroom
B. Custom table
C. cmdb_ci_truck
D. wm_inventory

Answer: A

Use EXAM_BANK_FSM_360.md for remaining 115+ questions.

19.5 What “Hero” looks like for FSM

Implements full field operation: territories + skills, smart dispatch, mobile + offline + signature, parts + PM, geofence + ETA SMS, customer portal booking, sub-contractor mgmt. Passes CIS-FSM with ≥85%.

Hands-on Labs — مختبرات عملية

Step-by-step labs for PDI / Australia instance. Replace {BASE} with your instance URL.
مختبرات خطوة بخطوة — استبدل {BASE} برابط نسختك.

1. Lab 1 — Create Work Order / إنشاء أمر عمل — Open {BASE}/wm_order.do?sys_id=-1; set location, priority, short description; submit.

2. Lab 2 — Add tasks & parts / مهام وقطع — Add Work Order Tasks; attach required parts from stockroom.

3. Lab 3 — Dispatcher scheduling / جدولة الموزّع — Open {BASE}/now/fsm-dispatch/home; drag WO to technician calendar.

4. Lab 4 — Qualification match / مطابقة المؤهلات — Create qualification; assign to agent; verify only qualified techs appear.

5. Lab 5 — Mobile execution / تنفيذ جوال — Complete task on Now Mobile / Agent app; capture signature and parts consumed.

6. Lab 6 — Inventory consumption / استهلاك مخزون — Verify stockroom quantity decreases after part used.

7. Lab 7 — CSM integration / تكامل CSM — Create WO from Case; close Case when WO completes.

Best Practices — أفضل الممارسات

Deployment Checklist — قائمة النشر

Direct URLs Quick Reference

§20 — Deep Implementation Labs, Scripts & Deploy Runbook

Appendix: Professional create → configure → deploy sequence for FSM on Australia instances.
Token: Replace {BASE} with https://YOUR_INSTANCE.service-now.com.
Related: implementation/FSM_IMPLEMENTATION_FROM_SCRATCH_TO_PRO.md

20.1 Three-Phase Implementation Model

20.2 CREATE Phase — Install & Foundation

Step C1 — Verify instance & activate FSM

Step C2 — Guided Setup FSM

Step C3 — Roles, groups, Update Set

20.3 CONFIGURE Phase — Field Operations Build

Step F1 — Locations, territories, qualifications

Step F2 — Work Order types & templates

Step F3 — Inventory & parts

Step F4 — Dispatcher Workspace & scheduling

Step F5 — Mobile Agent configuration

20.4 DEPLOY Phase — Test, Transport, Go-Live

Step D1 — ATF & mobile pilot

Step D2 — Update Set transport

Step D3 — Hypercare (first 72h)

20.5 Full Component URL Catalog (FSM)

20.6 Deep Hands-On Labs (8 labs — exact clicks)

Prefix pilot records with LAB-FSM-.

Lab 1 — FSM plugin activation & Guided Setup (CREATE)

Goal: FSM application menus and Dispatcher Workspace available.

1. Admin login → {BASE}/stats.do → record instance name.
2. Create Update Set FSM_LAB01_CREATE at {BASE}/sys_update_set.do?sys_id=-1.
3. Open {BASE}/v_plugin_list.do?sysparm_query=nameCONTAINSwork_management → Activate Field Service Management.
4. Open {BASE}/now/guided-setup → Field Service Management → complete Foundation + Dispatch sections.
5. Filter Navigator: type Field Service → confirm Work Orders, Dispatch Groups, Qualifications.
6. Open {BASE}/now/fsm-dispatch/home → board renders (may be empty).
7. Verify: No plugin activation errors in {BASE}/syslog_list.do?sysparm_query=level%3Derror.

Lab 2 — Location + Territory + Qualification (CONFIGURE)

Goal: Geographic coverage and skill catalog for Sydney pilot.

1. {BASE}/cmn_location.do?sys_id=-1: Name=LAB-FSM-Sydney Site, Street=1 George St, City=Sydney, State=NSW → Submit.
2. {BASE}/wm_territory.do?sys_id=-1: Name=LAB-Sydney Metro, include location → Submit.
3. {BASE}/wm_qualification.do?sys_id=-1: Name=LAB-HVAC-L2 → Submit.
4. Open user fsm.tech1 {BASE}/sys_user_list.do → Related Skills → add LAB-HVAC-L2.
5. Assign territory to tech (user field or territory members related list per version).
6. Verify: {BASE}/wm_qualification_list.do?sysparm_query=nameSTARTSWITHLAB shows 1 row.

Lab 3 — Work Order + Task with skill requirement (CONFIGURE)

Goal: WO in Draft/Requested with task requiring HVAC skill.

1. {BASE}/wm_order.do?sys_id=-1: Short description=LAB-FSM-WO-001 AC repair, Location=LAB-FSM-Sydney Site, Priority=3 → Submit.
2. Related Work Order Tasks → New {BASE}/wm_task.do?sys_id=-1.
3. Task: Short description=Replace compressor filter, Required qualification=LAB-HVAC-L2, Duration=60 min → Submit.
4. WO state → Qualified (or click Qualify UI action if present).
5. Verify: Task shows required skill; WO appears in {BASE}/wm_order_list.do?sysparm_query=short_descriptionLIKElab-fsm.

Lab 4 — Dispatcher schedule assignment (CONFIGURE)

Goal: Dispatcher drags task to technician on calendar/map.

1. Login as fsm.dispatcher1 → {BASE}/now/fsm-dispatch/home.
2. Unassigned queue → locate LAB-FSM-WO-001.
3. Map tab → confirm Sydney site pin.
4. Drag WO/task to fsm.tech1 timeline slot (next available 2-hour window).
5. Confirm dialog if skill/territory validation passes.
6. Open WO → Assigned to = fsm.tech1, Scheduled start populated.
7. Verify: WO state moves toward Scheduled / Assigned.

Lab 5 — Mobile execution: travel → onsite → complete (CONFIGURE)

Goal: Technician completes task on mobile with state transitions.

1. Login Now Mobile as fsm.tech1 (or impersonate + mobile browser).
2. My Work Orders → open LAB-FSM-WO-001.
3. Tap Start Travel → state En route.
4. Tap Start Work (or geofence auto-arrival if configured) → Work in Progress.
5. Add work notes + photo attachment.
6. Tap Complete → WO task Closed Complete.
7. Verify: Desktop {BASE}/wm_task_list.do?sysparm_query=short_descriptionLIKEcompressor shows closed.

Lab 6 — Parts consumption from truck stock (CONFIGURE)

Goal: Part qty decrements when consumed on task.

1. Ensure LAB-Van-Tech1 stockroom has consumable qty 5 (Lab 2 prerequisite or create now).
2. Open WO task → Parts related list → New part requirement: Model=filter, Qty=1, Source=LAB-Van-Tech1.
3. On mobile or desktop: Consume part (UI action Consume / Issue).
4. Open {BASE}/alm_consumable_list.do → filter stockroom=LAB-Van-Tech1 → qty reduced by 1.
5. Verify: Transfer/consumption record in inventory history.

Lab 7 — CSM Case → FSM Work Order integration (INTEGRATION)

Goal: Case spawns WO; closing WO updates case.

1. Prerequisite: CSM case exists (see CSM.md §20 Lab 3) or create at {BASE}/sn_customerservice_case.do?sys_id=-1.
2. Open case → Create Work Order UI action.
3. WO opens with Case field populated → Location from case account site → Submit.
4. Dispatch and complete WO (Labs 4–5 abbreviated).
5. Close WO Closed Complete.
6. Return to case {BASE}/sn_customerservice_case_list.do → work note or state reflects completion.
7. Verify: Case Related List Work Orders links to LAB-FSM-WO record.

Lab 8 — Deploy Update Set + field pilot (DEPLOY)

Goal: Transport FSM config; 10-tech pilot in one territory.

1. Complete Update Set FSM_AU_Implement_2026.
2. Import to target {BASE}/sys_remote_update_set_list.do → Preview → Commit.
3. Run ATF {BASE}/sys_atf_test_list.do.
4. Pilot: 10 techs complete 5 WOs each over 3 days — track FTFR.
5. Daily standup: review {BASE}/wm_order_list.do?sysparm_query=active%3Dtrue.
6. Verify: Hypercare table §20.4 all green; sign-off from field ops manager.

20.7 Implementation Scripts & REST URLs

Script A — Smart dispatch by skill + territory

// Background: {BASE}/sys.scripts.do
var d = new FSMSmartDispatch(); // see §17.4 script #1
var woId = 'WO_SYS_ID';
d.assign(woId);
// Verify: {BASE}/wm_order_list.do?sys_id=WO_SYS_ID

Script B — Geofence REST endpoint (mobile POST)

// Scripted REST: POST {BASE}/api/x_fsm/geofence
// Body: { tech_id, lat, lng }
// On success within 100m → wm_order.state = on_site
// Test via {BASE}/$restapi.do

Script C — PM recurring WO generator

// Scheduled daily 03:00 — see §17.4 script #8
// Scans wm_pm_contract → inserts wm_order
// Monitor: {BASE}/wm_order_list.do?sysparm_query=type%3Dpreventive

Script D — ETA SMS on en_route (requires Twilio/SMS provider)

// Business Rule wm_order state → en_route
// Sends SMS with track link: {BASE}/sp?id=track&wo=WO_NUMBER

REST endpoint quick reference

20.8 Configuration Decision Log (template)

20.9 Sign-off checklist (CREATE → CONFIGURE → DEPLOY)

• [ ] CREATE: FSM + Dispatch plugins active · Guided Setup done · Dispatch group exists
• [ ] CONFIGURE: Territory/skills · WO E2E · Inventory · Mobile offline tested
• [ ] DEPLOY: Update Set committed · 10-tech pilot · CSM handoff tested · Hypercare roster
• [ ] Evidence: WO sys_ids · Mobile screenshots · Parts reconciliation report

Cross-link: CSM case origin — {BASE}/sn_customerservice_case_list.do · HR onsite requests — see HRSD.md if employee facilities tie-in.