CIS-CSM Account And Contact Management — 15 Questions

Question 1

When a new consumer registers through the Customer Support Portal, which table stores the core consumer profile record?

Accepted Answer

Sys User [sys_user]. Consumer records are stored in the Consumer [csm_consumer] table.

Answer

Contact [customer_contact]

Answer

Customer [customer_account]

Question 2

Which table stores individual contact records for business accounts in ServiceNow CSM?

Accepted Answer

Contact [customer_contact]. Business contacts are stored in the Contact [customer_contact] table.

Answer

Consumer [csm_consumer]

Answer

Account Contact [sn_customerservice_account_contact]

Question 3

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?

Accepted Answer

Customer relationship [customer_relationship]. Partner accounts and relationships allow external partners to manage end-customer accounts.

Answer

Contact association map

Answer

Account hierarchy tree

Answer

Consumer relationship

Question 4

An organization has a complex account structure where subsidiary accounts report to a regional parent account, which in turn reports to a global headquarters. A CSM administrator needs to ensure that cases created by contacts at a subsidiary account can be viewed by agents managing the global parent account. Which feature should be configured?

Accepted Answer

Account hierarchy roll-up. Account hierarchies allow visibility rules to roll up cases from child accounts to parent accounts.

Answer

Consumer linkage rules

Answer

Account relationship definitions

Answer

Account escalation rules

Question 5

An enterprise customer requests that their primary IT director be given administrative privileges over all other contacts belonging to their corporate account within the Customer Service Portal. Which role should be assigned to this contact?

Accepted Answer

sn_customerservice.admin. The sn_customerservice.admin role provides administrative capabilities for contacts within their account.

Answer

sn_customerservice_agent

Answer

sn_customerservice.consumer

Answer

sn_customerservice.partner

Question 6

A Customer Service Agent is reviewing a case submitted by a contact from Acme Corp. The agent needs to verify if the contact is authorized to submit cases for this account. Where does CSM validate the relationship between a Contact and an Account?

Accepted Answer

Through the Account field directly populated on the Contact record. The Contact table maintains the relationship to the Account via the Account field on the contact record.

Answer

Through the Entitlement [ast_entitlement] table

Answer

Through the Customer Relationship [customer_relationship] table

Answer

Through the Account Contact [sn_customerservice_account_contact] relationship table

Question 7

A system administrator is setting up entitlements for a major account. The account has a total of 100 support hours per year, regardless of which contact submits the case. Which field on the Entitlement form should be configured to enforce this account-wide limit?

Accepted Answer

Account. Entitlements can be tied to accounts and restrict consumption globally for that account.

Answer

Service contract

Answer

Product

Answer

Contact

Question 8

A customer service manager wants to restrict specific contacts within an account from viewing cases opened by other contacts at the same account. Where can an administrator configure this restriction?

Accepted Answer

Customer Service Properties module. Contact relationships and case visibility can be managed via access control or properties restricting visibility to self-created cases.

Answer

Entitlement configuration

Answer

Contact role mapping table

Answer

Account form related lists

Question 9

An 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?

Accepted Answer

Consumer. Consumers represent individual customers in ServiceNow CSM who are not associated with a corporate account.

Answer

Account

Answer

Contact

Answer

Partner

Question 10

A 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?

Accepted Answer

Set Account to subsidiary and select an entitlement associated with the parent account via hierarchy. The Account field can be set to the subsidiary while utilizing account hierarchy inheritance for entitlements.

Answer

Set Account to parent and Entitlement to parent

Answer

Manually override the billing ledger outside of CSM

Answer

Create a duplicate account record merging both entities

Question 11

An organization operates using an account-based service model. Which record serves as the primary organizational container for business customers in ServiceNow CSM?

Accepted Answer

Account [customer_account]. The Account [customer_account] table is the primary container for business customers.

Answer

Company [core_company]

Answer

Enterprise [sn_customerservice_enterprise]

Answer

Organization [sys_organization]

Question 12

An 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?

Accepted Answer

Setting the 'Active' field to false on the associated sys_user record. Deactivating a user record by setting active to false prevents authentication.

Answer

Setting the 'Active' field to false on the Contact record

Answer

Revoking the sn_customerservice_contact role

Answer

Deleting the Account Contact relationship record

Question 13

A 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?

Accepted Answer

Asset. Entitlements can be restricted by specific assets to track consumption accurately.

Answer

Product model

Answer

Location

Answer

Service SLA

Question 14

A 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?

Accepted Answer

Consumer. Individual personal users are represented by Consumer records in CSM.

Answer

Account

Answer

Partner

Answer

Internal Contact

Question 15

An 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?

Accepted Answer

Associate the existing contact to the new account using the Account Contact relationship. Contacts can be associated with multiple accounts using account contact relationships if enabled.

Answer

Delete the existing user record and create a new one

Answer

Change the Account field on the existing contact record directly

Answer

Convert the contact into a consumer