CIS-CSM Account And Contact Management Practice Test 3 — 15 Questions

Question 1

A CSM administrator notices that agents can view all contacts belonging to a large account, but a new requirement states that only contacts explicitly marked as authorized should be visible to agents handling that account's cases. Which configuration should the administrator apply to meet this requirement without custom development?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Use the contact record's authorized field combined with an access control or view filter to restrict visibility to authorized contacts only.. The contact table provides an authorized flag precisely to mark which individuals may represent an account. Pairing that flag with an access control rule or a filtered view lets administrators restrict agent visibility to authorized contacts while retaining unauthorized records for reporting and history. Deactivation, user criteria, and account relocation either destroy data, apply the wrong mechanism, or distort the account structure.

Answer

Deactivate the unauthorized contact records so they no longer appear in agent views.

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Create a user criteria record that includes only authorized contacts and attach it to the account's relevant views.

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Move unauthorized contacts to a separate account and relate that account to the original through the Parent field.

Question 2

A customer service agent is trying to create a case for a contact but is unable to select the correct account in the Account field. The agent reports that the Account field is empty and not searchable. Upon investigation, the administrator finds that the contact record has no account associated. What is the most likely cause?

Accepted Answer

The contact record does not have an associated Account.. The most likely cause is that the contact record does not have an associated account. The Account field on the Contact form is a reference field; if the contact has no account, the field is empty and cannot be used to select an account for the case. The agent must update the contact record to include an account before proceeding.

Answer

The contact's User record is missing the Company field.

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The Account field on the Contact form is read-only due to a UI policy.

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The Account table is empty or the agent lacks read access to it.

Question 3

A CSM administrator is configuring the Customer Relationship [customer_relationship] table to support a business scenario where a contact can be associated with multiple accounts. Which TWO statements are true regarding the Customer Relationship table? (Choose two.)

Accepted Answer

It allows a contact to have different relationship types with different accounts, such as primary and secondary.. The Customer Relationship table supports defining relationship types and can be used to control case visibility on the portal based on those types. It does not create user accounts, replace the Account field, or get automatically populated during contact creation. These features make it a powerful tool for managing multi-account contacts in CSM.

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It replaces the need for the Account field on the Contact record.

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It automatically creates a user account for the contact if one does not exist.

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It is automatically populated when a contact is created via the CSM portal.

Question 4

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

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Account hierarchy tree

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Consumer relationship

Question 5

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. In ServiceNow CSM, the Consumer record type represents individual customers who are not associated with a corporate account — such as retail customers, patients, or citizens. Consumers can submit service requests through the Customer Service Portal or Consumer Service Portal without belonging to a business Account. This is the correct record type for B2C scenarios.

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Account

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Contact

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Partner

Question 6

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

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Manually override the billing ledger outside of CSM

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Create a duplicate account record merging both entities

Question 7

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]. In ServiceNow CSM, the Account [customer_account] table is the primary organizational container for business customers when using the account-based service model. It represents a company or business entity that purchases or receives services, and it is the central record to which contacts, cases, contracts, and entitlements are linked. The customer_account table extends the core_company table, inheriting fields like name, address, and phone, but adds CSM-specific fields and relationships tailored for customer service management.

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Company [core_company]

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Enterprise [sn_customerservice_enterprise]

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Organization [sys_organization]

Question 8

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. In ServiceNow CSM, contacts are stored in the customer_contact table, which extends sys_user. Deactivating the associated sys_user record (by setting Active to false) is what actually disables login and terminates active sessions, because authentication is tied to the sys_user record. The contact record's own Active field controls whether the contact appears in CSM contexts but does not govern authentication.

Answer

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

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Revoking the sn_customerservice_contact role

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Deleting the Account Contact relationship record

Question 9

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. In Salesforce Field Service/CRM entitlement management, the Asset lookup on the Entitlement record is what ties the entitlement to specific customer-owned assets, enabling the system to decrement remaining units when a case on that asset is resolved. Without the Asset relationship, the entitlement cannot scope consumption to individual assets.

Answer

Product model

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Location

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Service SLA

Question 10

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. In ServiceNow CSM, when an individual purchases a product for personal use, they are considered a Consumer, not a business Account. The Account/Consumer field on the case form should therefore be populated with a Consumer record. This ensures the case is associated with the correct customer type and that appropriate business logic (e.g., entitlements, SLAs) applies.

Answer

Account

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Partner

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Internal Contact

Question 11

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. In CSM, a contact can be linked to multiple accounts through the Account Contact relationship (the account_contact / customer_contact relationship table), so the correct procedure is to associate the existing contact with the new account rather than duplicating or deleting records. This preserves the single user/contact identity while enabling multi-account relationships.

Answer

Delete the existing user record and create a new one

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Change the Account field on the existing contact record directly

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Convert the contact into a consumer

Question 12

Which ServiceNow module allows customer service managers to view and manage the hierarchical structure of parent and child accounts?

Accepted Answer

Account Hierarchy. The Account Hierarchy module in ServiceNow CSM provides a visual, tree-based interface for viewing and managing parent-child relationships between accounts. Customer service managers use it to navigate the organizational structure of business accounts and their subsidiaries. It is the dedicated UI for hierarchical account management in the CSM application.

Answer

Customer Tree

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Organization Map

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Account Relationships Manager

Question 13

What is the primary difference between a Customer Service Contact and a Customer Service Consumer?

Accepted Answer

Contacts are associated with a business account, whereas consumers represent individual people. Contacts belong to corporate accounts; consumers are individual standalone users.

Answer

Contacts can log in to the portal, whereas consumers cannot

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Contacts require the ITIL role

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Consumers can purchase products, whereas contacts cannot

Question 14

A 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?

Accepted Answer

Account Tier field on the Account record. The Account Tier field on the Account record is the standard location where the tier level (e.g., Gold, Silver, Bronze) is stored in CRM systems like Salesforce. This field drives entitlement, support priority, and routing rules, so contacts linked to a tier-one account inherit that priority when they log into the Customer Service Portal.

Answer

Customer Priority Matrix

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Service Level Agreement Priority

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Contact Classification table

Question 15

A 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?

Accepted Answer

Set the Parent field on Company B account to Company A account. To reflect that Company B is now a subsidiary of Company A without losing historical case data, you should set the Parent field on the Company B account record to reference Company A. This establishes a hierarchical relationship between the two accounts while preserving all existing records and associations. It is the standard way to model corporate hierarchies in ServiceNow CSM.

Answer

Create a customer relationship record of type 'Subsidiary'

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Reassign all contacts from Company B to Company A

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Merge the two account records into a single record