ServiceNow Certified Implementation Specialist – Field Service Management — Question 14

What phase in the baseline ServiceNow field service management process lifecycle immediately precedes the scheduling and dispatch phase?

Answer options

• A. Initiation
• B. Qualification
• C. Analyze and Improve
• D. Delivery and Confirmation

Correct answer: B

Explanation

The correct answer is B, Qualification, as it is the step that assesses and prepares the service requests before they are scheduled and dispatched. The other options represent different stages in the process that occur either before or after this critical phase.