CIS-CSM Account And Contact Management — Timed 10 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

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 3

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 is the Customer Service Portal role that grants administrative privileges over all contacts belonging to a corporate account. It is designed for the primary account administrator (such as an IT director) who needs to manage other portal users, contacts, and account-level settings. Assigning this role gives the director the delegated authority the enterprise customer requested over their corporate account contacts.

Answer

sn_customerservice_agent

Answer

sn_customerservice.consumer

Answer

sn_customerservice.partner

Question 4

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 5

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 6

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. In ServiceNow CSM, the Customer Service Properties module contains system-wide settings that control portal and case-visibility behavior, including the property that restricts contacts from viewing cases opened by other contacts at the same account. This is the correct administrative location for that visibility restriction.

Answer

Entitlement configuration

Answer

Contact role mapping table

Answer

Account form related lists

Question 7

An enterprise customer has purchased a contract that covers support requests only during standard business hours (Monday-Friday, 9 AM - 5 PM). Where should this time restriction be linked to ensure cases adhere to the contract terms?

Accepted Answer

SLA Definition / Schedule. Entitlements are tied to Service Level Agreements (SLAs) which incorporate schedules.

Answer

Account Operating Hours

Answer

Entitlement Schedule

Answer

Contact Time Zone

Question 8

An administrator needs to configure case creation rules so that if an incoming email is received from an unrecognized email address domain, a new account and contact are automatically created. Which feature supports this requirement?

Accepted Answer

Inbound email account creation rules. Inbound email account creation rules in ServiceNow CSM allow administrators to define conditions (such as an unrecognized sender domain) that trigger automatic creation of an account and contact when an email is received. This is a native capability of the inbound email processing pipeline, specifically designed to handle unknown senders without manual intervention. The rule evaluates the incoming email's from-address against existing accounts/contacts and, if no match is found, creates the necessary records based on configured defaults.

Answer

Transform Map scripts

Answer

Consumer auto-registration scripts

Answer

Case creation workflow engine

Question 9

Which role is required for a user to create and manage Account records in ServiceNow CSM?

Accepted Answer

sn_customerservice_agent. The sn_customerservice_manager or sn_customerservice_agent role is typically required to manage accounts, with manager having broader administrative control.

Answer

sn_customerservice.consumer

Answer

itil

Answer

sn_customerservice_viewer

Question 10

An enterprise account has reached its maximum allowed number of cases under its active entitlement. When a contact from this account submits a new case, what happens by default in CSM if 'Enforce by number of cases' is enabled and limit is exceeded?

Accepted Answer

The case is created but flagged as out-of-entitlement or requires manager approval depending on configuration. Enforcing entitlement limits prevents case creation or flags the case based on configuration when limits are reached.

Answer

The system automatically creates a billable quote

Answer

The case is routed to the system administrator

Answer

The case is automatically rejected and deleted