ServiceNow Field Service Management (FSM) – Paris Practice Test

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The Agent Rating (wm_agent_rating) is created after the customer has confirmed closure with which actions?

Open state

Closed In/Complete state and digitally signed the order

In FSM, feedback is tied to a finalized and accepted service. The Agent Rating is created only after the customer confirms closure by moving the work order to Closed In/Complete and digitally signing the order. This combination ensures the service is truly finished and has been explicitly accepted by the customer, providing a valid basis for rating the agent. If the work is still Open, In Progress, or the order is Canceled, there hasn’t been formal closure or acceptance, so generating a rating wouldn’t be appropriate.

In Progress state

Canceled state