CIS-CSM Account And Contact Management Practice Question
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?
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
✓
Check the 'Allow child accounts to use entitlement' field on the parent account's entitlement record.
ServiceNow CSM allows entitlement inheritance across account hierarchies when properly configured using account relationship rules and enabling parent account entitlement sharing.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create duplicate entitlements for every child account and link them via a parent contract ID.
Why it's wrong here
Duplicate entitlements would maintain separate balances rather than sharing a master balance.
- ✗
Write an advanced script include called 'CSMAccountEntitlementRolup' to transfer remaining units.
Why it's wrong here
Script includes are unnecessary as native entitlement hierarchy sharing exists.
- ✗
Modify the Case Entitlement Determination script include to bypass child account checks.
Why it's wrong here
Modifying baseline script includes is a bad practice and unnecessary for standard entitlement inheritance.
- ✓
Check the 'Allow child accounts to use entitlement' field on the parent account's entitlement record.
Why this is correct
The entitlement record contains configuration options to permit child accounts in the hierarchy to draw from the parent account's entitlement.
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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.