CIS-CSM Account And Contact Management Practice Test 2 — 15 Questions

Question 1

A consumer calls support regarding an appliance they purchased. The agent needs to verify proof of ownership before opening a case. Which related list on the Consumer form should the agent check?

Accepted Answer

Installed Base / Assets. Products owned by consumers or accounts are tracked in the Asset related list.

Answer

Entitlements

Answer

Cases

Answer

Service Contracts

Question 2

Which field on the Contact form links the individual to their corporate parent organization?

Accepted Answer

Account. On the Contact form in ServiceNow, the 'Account' field is the reference field that links a contact to their associated company or corporate parent organization. This field points to the Account [customer_account] table, establishing the relationship between the individual and the organization they belong to. The other options are not standard field names on the Contact form for this purpose.

Answer

Company

Answer

Organization

Answer

Enterprise

Question 3

An administrator needs to ensure that specific contacts at an account have permissions to approve orders and high-priority cases submitted by other contacts in the same organization. Which role configuration supports this?

Accepted Answer

sn_customerservice.admin or designated contact approval roles. In ServiceNow CSM, contacts who need to approve orders and high-priority cases must be granted either the sn_customerservice.admin role or a designated contact approval role (such as sn_customerservice.approver or a custom role configured for approvals). These roles carry the necessary ACL permissions to access and act on approval records tied to orders and cases. The sn_customerservice.admin role provides broad administrative rights over CSM data, including approvals, while designated approval roles offer a more granular, least-privilege approach.

Answer

itil role

Answer

sn_customerservice_viewer role

Answer

sn_customerservice_agent role

Question 4

Which TWO mechanisms are used to control and restrict case visibility among contacts belonging to the same corporate account? (Choose two.)

Accepted Answer

Account hierarchy roll-up rules.. Case visibility is governed by system properties determining whether contacts see all account cases or only their own, and contact relationships.

Answer

Business service portfolio catalogs.

Answer

ITIL role assignments on contact records.

Answer

Asset contact relationship mapping tables.

Question 5

Which TWO statements are true regarding Consumer records in ServiceNow CSM? (Choose two.)

Accepted Answer

Consumers are stored in the csm_consumer table and extend the sys_user table.. Option B is correct because Consumer records in ServiceNow CSM are stored in the csm_consumer table, which extends the sys_user table, allowing consumers to inherit user attributes while being distinguished as non-employee customers. Option E is correct because consumers can self-register through the Customer Service Portal, which is a standard CSM capability enabling external users to create their own accounts and access services. Option A is incorrect because consumer accounts do not support a multi-level child account hierarchy; that functionality applies to business accounts (customers), not consumers. Option C is incorrect because the sn_customerservice_agent role is assigned to internal customer service agents, not to consumers, who are external end users. Option D is incorrect because consumers are not required to be linked to a business account to submit cases; they can submit cases independently as individual customers.

Answer

Consumers can manage multiple child accounts in a hierarchy.

Answer

Consumers are required to have the sn_customerservice_agent role.

Answer

Consumers must be linked to a business account to submit cases.

Question 6

Which TWO configuration steps are required when setting up Account Hierarchy roll-up for cases and assets? (Choose two.)

Accepted Answer

Enabling relevant Customer Service properties for hierarchy roll-up.. Option A is correct because Account Hierarchy roll-up in Customer Service Management requires enabling the relevant Customer Service properties (such as the roll-up properties for cases and assets) so the platform knows to aggregate child account data up to the parent. Option D is correct because the roll-up depends on the Account record's Parent field being populated to define the parent-child relationships that the hierarchy traverses when rolling up cases and assets. Option B is wrong because deleting child account records would destroy the hierarchy data rather than configure roll-up. Option C is wrong because granting child contacts the sn_customerservice_agent role is unrelated to hierarchy roll-up configuration and would not enable aggregation. Option E is wrong because writing custom SQL triggers on the base database is neither supported nor necessary in the ServiceNow platform, which handles roll-up through configuration.

Answer

Deleting individual child account records.

Answer

Granting all child contacts the sn_customerservice_agent role.

Answer

Writing custom SQL triggers on the base database.

Question 7

Universal Telecom uses CSM and needs to ensure that contacts can only submit cases for assets that belong to their specific account, while preventing them from seeing assets of sibling accounts in the hierarchy. Where must the administrator configure this visibility restriction?

Accepted Answer

In the Account form by defining the Customer Service Management Account Relationship rules. Asset visibility is controlled through the Account and Contact relationship configurations, specifically determining whether contacts can view child or sibling account assets.

Answer

In the CSM Configurable Workspace properties under Asset Visibility

Answer

Using Access Control Lists (ACLs) on the cmci_ci table

Answer

By modifying the 'Consumer and Account Security' plugin settings

Question 8

An implementation specialist is configuring entitlement management for a key customer account. The customer has a support contract that covers phone support up to 50 cases per year, but only for products installed at a specific physical location. How should the specialist configure the entitlement to handle this scenario?

Accepted Answer

Create an entitlement with 'Remaining units' tracking, linked to the Account, and add the specific location assets to the Entitled Assets related list.. Entitlement management in CSM supports unit-based tracking via 'Remaining units' on the entitlement record, which enforces the 50-case-per-year cap. Linking the entitlement to the Account and adding only the specific location's assets to the Entitled Assets related list scopes coverage to those assets, satisfying the location restriction. This is the standard configuration pattern for contract-limited, asset-scoped entitlements.

Answer

Create a child entitlement for every asset and roll them up using an Account rollup definition.

Answer

Configure a Business Rule on the Case table to validate the caller location against the Account location before applying the entitlement.

Answer

Set the entitlement type to 'Location-based' and select the account's primary site in the Location field.

Question 9

A customer contact calls in to create a case on behalf of another user at a different account location. The service agent needs to verify the contact's authority to act on behalf of that account. What feature should the agent use to check authorized contacts?

Accepted Answer

The Authorized Contacts related list on the Account form.. The 'Account Contacts' related list or contact relationships on the Account form define who is authorized to contact support for that account.

Answer

The Customer Service Agent Authorization module.

Answer

The Contact Relationship Matrix plugin.

Answer

The Consumer Verification workflow engine.

Question 10

An organization uses B2B CSM and wants cases created by child accounts to automatically consume entitlement units from the parent account's master service contract. How should the administrator configure the system to achieve this?

Accepted Answer

Check the 'Allow child accounts to use entitlement' field on the parent account's entitlement record.. In ServiceNow CSM, the entitlement record on the parent account includes a field labeled 'Allow child accounts to use entitlement.' When checked, child accounts under that parent can consume entitlement units from the parent's master service contract without needing their own separate entitlement records. This is the native, out-of-the-box mechanism designed specifically for B2B hierarchical account structures.

Answer

Create duplicate entitlements for every child account and link them via a parent contract ID.

Answer

Write an advanced script include called 'CSMAccountEntitlementRolup' to transfer remaining units.

Answer

Modify the Case Entitlement Determination script include to bypass child account checks.

Question 11

A customer service agent receives a case from a user who is registered as a consumer in the system (csm_consumer table), but the user now works for a corporate client and needs to be converted to a contact associated with an Account. What is the recommended administrative approach to handle this transition?

Accepted Answer

Change the table reference on the user record from csm_consumer to sys_user and populate the account field.. Transitioning a consumer to a contact involves creating the contact record linked to the account and migrating relevant historical context if necessary, as consumers and contacts reside on different tables.

Answer

Use the 'Convert to Contact' UI action available on the Consumer form.

Answer

Delete the consumer record and create a new contact record from scratch, losing all case history.

Answer

Merge the consumer record into the parent Account record using Data Deduplication.

Question 12

A CSM implementation specialist is configuring account hierarchy for a large enterprise. The requirement is that when a parent account's case is updated, the child accounts' related cases should reflect the update in real-time without manual intervention. Which feature should the specialist use to meet this requirement?

Accepted Answer

Account Hierarchy roll-up with real-time synchronization enabled. Account Hierarchy roll-up with real-time synchronization is designed to propagate changes from parent accounts to child accounts instantly. This native CSM feature ensures that when a parent account's case is updated, the child accounts' related cases reflect the change without manual intervention or delay. It is the appropriate solution for maintaining hierarchical data consistency in real-time.

Answer

Account Hierarchy roll-up with scheduled jobs

Answer

Business rules on the Case table that propagate changes to child accounts

Answer

Database views that join parent and child account cases

Question 13

A CSM implementation specialist is configuring the Customer Service Management application to support a business-to-business (B2B) scenario. The organization wants to ensure that when a case is created for a contact, the system automatically verifies that the contact is authorized to create cases for the account and that the account is active. Which TWO configurations are necessary to achieve this? (Choose two.)

Accepted Answer

Set the 'Active' field on the Account record to true.. To ensure that only authorized contacts can create cases for an active account, the account must be active, and a business rule must validate the contact-account relationship via the Customer Relationship table. These two steps together enforce the B2B authorization requirement.

Answer

Enable the 'Require authentication' option on the Account record.

Answer

Add the contact to the 'Authorized Contacts' related list on the Account record.

Answer

Create a user criteria record that includes the contact and the account.

Question 14

A customer service manager at a telecommunications company notices that when a new contact is created manually on the Customer Service Management (CSM) portal, the contact record is not automatically linked to the account they belong to. The manager wants to ensure that every new contact created from the portal is associated with the correct account. Which configuration should be implemented to achieve this?

Accepted Answer

Enable the 'Create Contact from Portal' setting in the Customer Service Management portal configuration, which automatically links new contacts to the account of the logged-in user.. The correct configuration is to enable the portal setting that automatically links new contacts to the logged-in user's account. This out-of-the-box feature ensures that contacts created via the CSM portal are associated with the correct account, eliminating manual selection and potential mistakes. It leverages the existing user-account relationship to maintain data consistency.

Answer

Configure the Account field on the Contact form to be mandatory and use a reference qualifier to limit selection to accounts the user is authorized for.

Answer

Use a data policy on the Contact table to set the Account field from the user's company when the contact is created.

Answer

Create a business rule on the Contact table that automatically populates the Account field based on the logged-in user's company.

Question 15

A financial services company uses ServiceNow CSM. They have a requirement that when a contact is associated with multiple accounts, the contact should be able to view cases from all associated accounts on the portal. However, the contact should only be able to create new cases for the primary account. Which configuration meets this requirement?

Accepted Answer

Set up a Customer Relationship [customer_relationship] record for each account the contact is associated with, and configure the portal to display cases from all related accounts while restricting case creation to the primary account.. The Customer Relationship table is specifically designed to associate a contact with multiple accounts. By creating customer relationship records, the contact can view cases from all related accounts. Portal configuration can then be set to allow case creation only for the primary account, fulfilling the requirement without data duplication or complex workarounds.

Answer

Assign the contact to a user group that has read access to cases from all accounts, and use an ACL to restrict case creation to the primary account.

Answer

Use the Account Hierarchy feature to link the accounts, and set the contact's primary account as the parent. Then configure portal permissions to allow case creation only for the parent account.

Answer

Create multiple Contact records for the same user, each linked to a different account, and use a business rule to merge case views.