CIS-CSM Account And Contact Management Practice Test 5 — 15 Questions

Question 1

Which TWO methods can be used to establish relationships between accounts in ServiceNow CSM? (Choose two.)

Accepted Answer

Using the Customer Relationship [customer_relationship] table for peer or partner links.. Option A is correct because the Customer Relationship [customer_relationship] table is the ServiceNow CSM mechanism for modeling non-hierarchical account-to-account links, such as peer, partner, or affiliate relationships, by defining relationship types between two account records. Option B is correct because the Parent field on the Account record establishes the hierarchical (parent-child) structure used for corporate account hierarchies, allowing child accounts to roll up to a parent account. Option C is incorrect because ITIL roles are user authorization constructs and do not create any relationship between account records. Option D is incorrect because Transform Maps are used for importing and mapping data during import sets, not for establishing runtime relationships between existing accounts. Option E is incorrect because shared consumer profiles relate to consumer user data and do not define account-to-account relationships in CSM.

Answer

Assigning identical ITIL roles to all accounts.

Answer

Using Transform Maps to merge separate account databases.

Answer

Creating shared consumer profiles.

Question 2

Which TWO options describe how entitlements are consumed when cases are created? (Choose two.)

Accepted Answer

Decrementing units based on elapsed time or effort hours spent on the case.. Option C is correct because entitlement consumption can be time- or effort-based: the system decrements the entitled units according to elapsed time or the effort hours logged against the case, which is a standard consumption model for support/service entitlements. Option E is correct because the other common consumption model is per-case: each case creation decrements the entitlement balance by the defined number of units, so the count of cases created directly reduces the remaining entitlement. Options A and B are incorrect because spare-parts stock deduction and agent vacation balances are inventory and HR data, not entitlement consumption mechanisms tied to case creation. Option D is incorrect because automatically charging a linked credit card at case resolution is a billing/payment action, not a way entitlement units are consumed when a case is created.

Answer

Deducting stock from internal spare parts inventory.

Answer

Modifying internal agent vacation balances.

Answer

Automatically charging a linked credit card upon case resolution.

Question 3

Which THREE conditions must be met for a contact to successfully submit a case via the Customer Service Portal? (Choose three.)

Accepted Answer

The contact must possess appropriate portal user roles (e.g., sn_customerservice.customer).. Option B is correct because a contact needs a portal user role such as sn_customerservice.customer to be authorized to access and submit cases through the Customer Service Portal. Option C is correct because both the contact record and its associated sys_user record must be active; an inactive user or contact cannot authenticate or submit cases. Option D is correct because the contact must be linked to a valid Account, which establishes the customer relationship required for case creation in Customer Service Management. Option A is not required because the itil role is an internal fulfiller role, not a portal user role, and would not by itself grant portal case submission. Option E is not required because asset administrator is an unrelated role for managing assets, not for submitting customer service cases.

Answer

The contact must possess the itil role.

Answer

The contact must be assigned as an asset administrator.

Question 4

Which THREE record types can be directly associated with an Account in ServiceNow CSM? (Choose three.)

Accepted Answer

Assets / Installed Base items. Option B (Assets / Installed Base items) is correct because ServiceNow CSM links customer assets and Install Base Items (cmdb_ci, install_base_item) directly to the Account record, representing the products and services a customer owns. Option C (Entitlements) is correct because Entitlements (entitlement table) are associated with an Account to define the support coverage, SLAs, and service rights the customer is entitled to. Option E (Contacts) is correct because Contacts (customer_contact) are related to an Account as the individuals belonging to that customer organization, forming the core customer data model in CSM. Option A (Internal employee performance reviews) is incorrect because those are HR records tied to internal employees, not customer Accounts. Option D (Internal ITIL fulfillment groups) is incorrect because assignment groups are internal ITSM constructs used for routing work, not records directly associated with a customer Account.

Answer

Internal employee performance reviews

Answer

Internal ITIL fulfillment groups

Question 5

Which THREE attributes can be used to categorize or segment Accounts in ServiceNow CSM? (Choose three.)

Accepted Answer

Account Tier (e.g., Tier 1, Tier 2). Account Tier (B) is a standard CSM attribute used to segment accounts by service level or importance, such as Tier 1, Tier 2, or Tier 3, so it correctly categorizes accounts. Account Type (D) distinguishes accounts as Customer, Partner, Prospect, etc., which is a core segmentation dimension in CSM account management. Geographic Region or Location (E) is also a valid segmentation attribute, allowing accounts to be grouped by region, country, or site for reporting and assignment. Case resolution code (A) belongs to case closure data, not account categorization, and CPU clock speed (C) is a hardware specification unrelated to account segmentation.

Answer

Case resolution code

Answer

CPU clock speed

Question 6

Which THREE entities can an Entitlement be explicitly tied to in ServiceNow CSM? (Choose three.)

Accepted Answer

Account. In ServiceNow CSM, an Entitlement (entitlement record on the Entitlement [entitlement] table) defines the support terms a customer is entitled to and can be explicitly tied to an Account (option A), which represents the customer organization receiving the service, and to a Contact (option D), which represents the specific individual authorized under those terms. It can also be tied to a Product or Asset (option B), since entitlements are commonly associated with the specific product or asset the customer owns so that support coverage is validated against that item. Options C and E are incorrect because Agent performance metrics and Internal department IDs are not supported entitlement association types in CSM; entitlements relate to customer-facing entities such as accounts, contacts, and products/assets, not to internal performance or departmental identifiers.

Answer

Agent performance metric

Answer

Internal department ID

Question 7

Which TWO scenarios represent valid use cases for the Customer Relationship [customer_relationship] table rather than the standard Account Parent field? (Choose two.)

Accepted Answer

Establishing peer relationships or joint ventures where neither account is a strict subsidiary of the other.. The customer_relationship table handles peer relationships, partnerships, and complex non-hierarchical ties.

Answer

Assigning individual contacts to accounts.

Answer

Creating a simple corporate headquarters to regional subsidiary tree structure.

Answer

Linking consumers to business accounts.

Question 8

Which THREE methods can administrators use to import legacy account and contact data into ServiceNow CSM? (Choose three.)

Accepted Answer

REST or SOAP Web Services APIs.. Option A is correct because ServiceNow exposes REST and SOAP Web Services APIs (e.g., the Table API and Import Set API) that administrators can call to programmatically insert legacy account and contact records into CSM tables such as customer_account and customer_contact. Option C is correct because the standard Import Set mechanism—configuring a Data Source (file, JDBC, LDAP, etc.) with a Transform Map—is the canonical, supported way to load and map legacy account and contact data into CSM tables. Option E is correct because the Easy Import feature lets administrators load data from Excel templates, automatically creating the Data Source, staging table, and Transform Map needed to import accounts and contacts. Option B is not appropriate because direct SQL edits against the ServiceNow database bypass business rules, audit trails, and platform integrity, and are not a supported import method. Option D is incorrect because ServiceNow does not automatically convert all internal users (sys_user records) into customer contacts; that mapping requires deliberate configuration and data work.

Answer

Manually editing database tables via direct SQL queries.

Answer

Automatic conversion of all internal users into customer contacts.

Question 9

A 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?

Accepted Answer

Account hierarchy related list on the Account form. Account hierarchies allow organizations to structure accounts in parent-child relationships, enabling visibility of cases, assets, and entitlements down the hierarchy.

Answer

Enterprise service mapping module

Answer

Consumer relationship management rules

Answer

Contact relationship mapping table

Question 10

A 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?

Accepted Answer

Consumer models use the csm_consumer table instead of the Account and Contact tables, representing individuals directly.. The consumer model uses the Consumer (csm_consumer) table without accounts, whereas the account-based model uses Account (ast_customer / customer_account) and Contact (contact) tables.

Answer

Account-based models cannot track assets, whereas consumer models can.

Answer

Consumer models use standard Incident management tables instead of the Case table.

Answer

Consumer models require every individual to have a parent account for billing purposes.

Question 11

When 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.)

Accepted Answer

Account. Entitlements can be matched against specific accounts, products, assets, and contacts to control service levels and consumption.

Answer

Geographic Region

Answer

Case Priority

Question 12

Which THREE features are provided out-of-the-box by the Consumer Service Portal in ServiceNow CSM? (Choose three.)

Accepted Answer

Management of household or family member relationships. The Consumer Service Portal is designed for B2C interactions, offering consumer-specific registration, profile management, and case tracking without requiring an enterprise account structure.

Answer

Bulk asset ordering and enterprise contract renewals

Answer

Ability to manage corporate child accounts and view company asset hierarchies

Question 13

An 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.)

Accepted Answer

A single contact can be associated with multiple accounts using contact relationships or multiple contact-account mappings.. Option D is correct because ServiceNow CSM supports many-to-many account-contact associations: a contact can be linked to more than one account through account-contact relationship records (or multiple contact-account mappings), which is essential for scenarios like a person serving on boards or working with several business entities. Option E is correct because contacts are stored as records on the sys_user table (typically with the Customer Contact role or user type) and are linked to an account via a reference field such as account or through the account-contact relationship, which is the underlying data model for CSM account and contact management. Option A is incorrect because deactivating an account does not cascade-deactivate its associated contact records; contacts must be deactivated individually or via separate automation. Option B is incorrect because ServiceNow does not enforce a mandatory primary contact on an account for case creation; a primary contact is optional and cases can be created without one. Option C is incorrect because contacts do not automatically inherit all roles and permissions from their parent account; roles and permissions are governed by user record configuration and ACLs, not by account membership alone.

Answer

Deactivating an account automatically deactivates all associated contact records in the system.

Answer

An account must have at least one primary contact designated at all times for case creation.

Answer

Contacts inherit all roles and permissions of their parent account automatically without user record configuration.

Question 14

A 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?

Accepted Answer

The 'Contact' field on the Case form is automatically set to the contact associated with the logged-in portal user.. In CSM, when a case is created via the portal, the system automatically sets the Contact field to the contact record associated with the logged-in user. This ensures the case is linked to the correct contact without manual selection. The administrator should verify that the portal's case creation process correctly identifies the authenticated user's contact record, as this is the mechanism that establishes the automatic relationship.

Answer

The Contact record's 'Account' field is populated with the correct account.

Answer

The 'Contact' field on the Case form is set to reference the 'Contact' table and is included in the portal case creation page.

Answer

The 'Account' field on the Case form is set to reference the 'Account' table and is populated based on the contact's account.

Question 15

A 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?

Accepted Answer

Use the Customer Relationship [customer_relationship] table to create a relationship between the contact and each account.. The Customer Relationship table allows a contact to be linked to multiple accounts, which is essential when a person is associated with more than one company. Using this table maintains data integrity and leverages native CSM functionality, rather than creating duplicate contacts or custom fields.

Answer

Enable the 'Allow multiple accounts' option on the Contact record.

Answer

Create multiple contact records, one for each account, and link them using a parent-child relationship.

Answer

Add the account names to a custom field on the Contact record.