A heavy-equipment dealer uses CSM for remote triage and now wants FSM for warranty, paid repair, and planned maintenance visits. The current backlog includes two-day commitments, same-day escalations, and parts constraints. During design review, the issue is reporting and PA. Which decision best fits the official FSM implementation pattern? The team is aligning its design to 2024-2025 ServiceNow FSM guidance and wants the best-fit CIS-FSM answer.
