Be able to choose the right CSM record type and relationship for a scenario: Contact vs Consumer, parent-child accounts, and account tier. The most important thing is correctly linking contacts and consumers to the right account so portal and case logic works.
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Account And Contact Management — choose a session length
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Domain overview
This domain covers how ServiceNow CSM models people and organizations: Customer Service Contacts versus Consumers, account hierarchies for B2B and B2C, and the account/contact data that drives portal and case behavior. Questions present configuration scenarios and ask which CSM feature, record relationship, or field an administrator should use.
Exam objectives
Distinguishing Customer Service Contact records from Customer Service Consumer records and their account relationships
Configuring parent-child account hierarchies for B2B models with subsidiaries under a global enterprise
Using business rules, flows, or approvals to trigger tasks when contacts are created for strategic accounts
Locating account tier data used for priority handling of contacts on the Customer Service Portal
Treating Consumers as contacts tied to a business account; Consumers are typically individual B2C users without a company account relationship.
Assuming account hierarchy is set by a simple field instead of the parent-child account relationship used for B2B subsidiary structures.
Putting tier information on the contact record when priority handling is usually driven by the related account's tier field.
Click any question to see the full explanation and answer options, or start a focused practice session above.
An administrator needs to allow a partner organization to view and manage cases for multiple distinct end-customer accounts they support. Which CSM record type is specifically used to establish this business-to-business support network?
2An administrator needs to configure Customer Service Management so that service requests can be submitted by individual consumers who do not belong to a corporate account. Which record type should be used to represent these individual customers in the system?
3A customer service agent needs to create a new case for a caller who works at a subsidiary company, but the case needs to be billed to the parent corporation's service contract. How should the agent configure the Account and Entitlement fields on the case?
4An organization operates using an account-based service model. Which record serves as the primary organizational container for business customers in ServiceNow CSM?
5An administrator needs to ensure that when a contact is deactivated in ServiceNow CSM, their active portal sessions are terminated and they can no longer log in. Which base table field change triggers this behavior?
6A CSM administrator wants to configure an entitlement that automatically decrements remaining units when a case is resolved for specific assets owned by an account. Which field relationship must be established on the Entitlement record?
7A customer service agent receives a call from an individual inquiring about a product purchased for personal use. The agent opens a case. Which record type should populate the Account/Consumer field on the case form?
8An agent is trying to add a new contact to an account, but the contact already exists as a user in the system linked to a different account. What is the correct procedure to handle this scenario in CSM?
9Which ServiceNow module allows customer service managers to view and manage the hierarchical structure of parent and child accounts?
10What is the primary difference between a Customer Service Contact and a Customer Service Consumer?
11A customer service manager wants to ensure that contacts belonging to a specific tier-one account receive priority handling whenever they log into the Customer Service Portal. Where is the account tier usually recorded?
12A company acquires another business. The administrator needs to reflect that Company B is now a subsidiary of Company A in ServiceNow CSM without losing historical case data. How should this be configured?
13An administrator is configuring domain separation for a global CSM deployment. Accounts must be isolated so that regional service agents can only view accounts belonging to their specific geographic domain. Which mechanism enforces this separation?
14What is the purpose of the 'Account' field on the Customer Service Case form?
15A customer service supervisor wants to run a report showing all active entitlements for a specific account that are nearing their expiration date. Which table should the report be built on?
16An agent is reviewing a customer account and notices multiple duplicate contact records with slightly different email spellings. What is the best practice method to resolve this in CSM?
17When a contact submits a case through the Customer Service Portal, how is the Account field on the case automatically populated?
18A customer service organization requires that whenever a new contact is created for a strategic account, an approval task is automatically generated for the account manager. Which mechanism should an administrator use to implement this?
19What is the primary purpose of a Service Contract in ServiceNow CSM?
20An organization wants to ensure that when an account's credit status changes to 'Hold', all open cases for that account are automatically placed on hold and agents are notified. How should an administrator configure this?
21A customer service agent receives an email from a contact whose email domain matches multiple accounts in the system. How does CSM handle account resolution for inbound email by default?
22An enterprise account has negotiated an entitlement that allows support cases for specific product models only. When a contact attempts to submit a case for an unsupported product model, how does CSM restrict or warn the user?
23Which TWO of the following statements are true regarding the distinction between Accounts and Consumers in ServiceNow CSM? (Choose two.)
24Which THREE methods can be used to populate the Account field on a newly created case? (Choose three.)
25Which THREE features are associated with Entitlements in ServiceNow CSM? (Choose three.)
26Which TWO actions occur when an Account record is marked as inactive in ServiceNow CSM? (Choose two.)
27Which THREE fields are typically required or standard on a Customer Contact record in CSM? (Choose three.)
28Which TWO methods can be used to establish relationships between accounts in ServiceNow CSM? (Choose two.)
29Which TWO options describe how entitlements are consumed when cases are created? (Choose two.)
30Which THREE conditions must be met for a contact to successfully submit a case via the Customer Service Portal? (Choose three.)
31Which THREE record types can be directly associated with an Account in ServiceNow CSM? (Choose three.)
32Which THREE attributes can be used to categorize or segment Accounts in ServiceNow CSM? (Choose three.)
33Which THREE entities can an Entitlement be explicitly tied to in ServiceNow CSM? (Choose three.)
34Which TWO scenarios represent valid use cases for the Customer Relationship [customer_relationship] table rather than the standard Account Parent field? (Choose two.)
35Which THREE methods can administrators use to import legacy account and contact data into ServiceNow CSM? (Choose three.)
36A Customer Service Manager wants to establish a B2B service model where multiple subsidiaries report to a single global enterprise account. Which ServiceNow CSM feature should be configured to support this parent-child account relationship?
37A retail company is implementing ServiceNow CSM to support both individual retail shoppers and corporate business clients. Which foundational architectural difference distinguishes the consumer-based service model from the account-based service model?
38When configuring entitlements in ServiceNow CSM, which THREE criteria can be used to restrict or determine when an entitlement applies to an incoming case? (Choose three.)
39Which THREE features are provided out-of-the-box by the Consumer Service Portal in ServiceNow CSM? (Choose three.)
40An administrator is setting up account and contact management in ServiceNow CSM. Which TWO of the following statements are true regarding the relationship between accounts and contacts? (Choose two.)
41A CSM administrator at a medical supply company needs the system to automatically relate a customer service case to a contact when the case is created via the Customer Service Management portal. The contact is a business consumer who is associated with a specific account. Which configuration should the administrator verify to ensure this automatic relationship is established?
42A CSM administrator is configuring a new customer account in ServiceNow. The organization wants a single contact record to be associated with multiple companies, for example, a consultant who works with several partner accounts. Which action should the administrator take to enable this?
43A customer service manager wants to ensure that when a contact is associated with multiple accounts, the contact can select the appropriate account when submitting a case through the Customer Service Portal. Which feature should the manager configure to enable this?
44A CSM administrator is onboarding a new business customer, Northwind Traders. The account record already exists, but the administrator needs to relate the primary support contact to that account so the contact inherits the account's entitlement and can open cases from the Customer Service Portal. Which field on the contact record establishes this relationship?
45A CSM implementation team is designing a model where a large enterprise account, Contoso, has multiple divisions, and each division must be tracked independently for cases and entitlements while still rolling up to Contoso. Which approach best models this requirement using standard CSM account structures?
46A customer service agent at a CSM-enabled organization receives a call from an individual who is not employed by any business customer. The individual wants to log a complaint about a product they purchased directly. Which CSM record type should the agent use to represent this requester?
47A CSM administrator is configuring the Customer Service Portal so that external users see the correct experience based on whether they are business contacts or individual consumers. Which TWO configuration considerations apply when setting up these user types? (Choose two.)
48A customer service agent is on a call with a contact who belongs to a large enterprise account. The agent needs to quickly find all other contacts associated with the same account to identify a subject matter expert. Which feature in ServiceNow CSM allows the agent to view all contacts for a specific account directly from the Account record?
Be able to choose the right CSM record type and relationship for a scenario: Contact vs Consumer, parent-child accounts, and account tier. The most important thing is correctly linking contacts and consumers to the right account so portal and case logic works.
The Courseiva CIS-CSM question bank contains 48 questions in the Account And Contact Management domain. Click any question to see the full explanation and answer breakdown.
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