Which maps provide routing capability in ServiceNow FSM?

Which maps provide routing capability in ServiceNow FSM?

• A. Dispatch map, Agent Map, My Task Map (mobile) and Manager Map
• B. Dispatch map and Manager Map
• C. Agent Map and My Task Map
• D. Manager Map only

Answer: (A)

Routing in ServiceNow FSM is about directing work to the right resource at the right time, using interfaces that support different roles. The Dispatch map is where dispatchers route work orders to technicians, taking into account skills, availability, location, and workload to assign the right person. The Agent Map provides an agent-centered view that supports routing decisions for individual technicians, showing appropriate tasks and facilitating acceptance or reassignment as needed. The My Task Map (mobile) brings routing into the technician’s handheld workflow, enabling on-the-go prioritization and reallocation of tasks to keep work moving efficiently. The Manager Map gives leaders the oversight to reassign, balance capacity, and adjust routing rules across teams to meet service levels. Taken together, these four maps cover the full spectrum of routing capabilities in FSM. If you consider fewer maps, you’d miss parts of the routing flow—such as mobile reassignment, agent-specific routing, or manager-level reallocation—so all four are needed for complete routing functionality.

Routing in ServiceNow FSM is about directing work to the right resource at the right time, using interfaces that support different roles. The Dispatch map is where dispatchers route work orders to technicians, taking into account skills, availability, location, and workload to assign the right person. The Agent Map provides an agent-centered view that supports routing decisions for individual technicians, showing appropriate tasks and facilitating acceptance or reassignment as needed. The My Task Map (mobile) brings routing into the technician’s handheld workflow, enabling on-the-go prioritization and reallocation of tasks to keep work moving efficiently. The Manager Map gives leaders the oversight to reassign, balance capacity, and adjust routing rules across teams to meet service levels. Taken together, these four maps cover the full spectrum of routing capabilities in FSM.

If you consider fewer maps, you’d miss parts of the routing flow—such as mobile reassignment, agent-specific routing, or manager-level reallocation—so all four are needed for complete routing functionality.