CIS-CSM Account And Contact Management Practice Question
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?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Customer Service Properties module
Contact relationships and case visibility can be managed via access control or properties restricting visibility to self-created cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Customer Service Properties module
Why this is correct
System properties in Customer Service define whether contacts can view all cases for their account or only their own.
- ✗
Entitlement configuration
Why it's wrong here
Entitlements restrict service types and quantities, not portal case visibility.
- ✗
Contact role mapping table
Why it's wrong here
Roles determine functional permissions, not peer-level case visibility within an account.
- ✗
Account form related lists
Why it's wrong here
Related lists show associated records but do not enforce security restrictions.
About these practice questions
Courseiva writes every CIS-CSM question from scratch — 328 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-CSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-CSM exam.