Account And Contact Management

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

A customer service agent receives an email from a contact whose email domain matches multiple accounts in the system. How does CSM handle account resolution for inbound email by default?

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?

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.)

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?

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?

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

A customer service manager wants to ensure that when a contact is associated with multiple accounts, the contact can select the appropriate account when submitting a case through the Customer Service Portal. Which feature should the manager configure to enable this?

A CSM administrator is onboarding a new business customer, Northwind Traders. The account record already exists, but the administrator needs to relate the primary support contact to that account so the contact inherits the account's entitlement and can open cases from the Customer Service Portal. Which field on the contact record establishes this relationship?

A CSM administrator is configuring the Customer Service Portal so that external users see the correct experience based on whether they are business contacts or individual consumers. Which TWO configuration considerations apply when setting up these user types? (Choose two.)

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?

When a contact submits a case through the Customer Service Portal, how is the Account field on the case automatically populated?

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

A customer service supervisor wants to run a report showing all active entitlements for a specific account that are nearing their expiration date. Which table should the report be built on?

An organization wants to ensure that when an account's credit status changes to 'Hold', all open cases for that account are automatically placed on hold and agents are notified. How should an administrator configure this?

Which THREE features are associated with Entitlements in ServiceNow CSM? (Choose three.)

Which TWO actions occur when an Account record is marked as inactive in ServiceNow CSM? (Choose two.)

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

A customer service agent at a CSM-enabled organization receives a call from an individual who is not employed by any business customer. The individual wants to log a complaint about a product they purchased directly. Which CSM record type should the agent use to represent this requester?

Which THREE fields are typically required or standard on a Customer Contact record in CSM? (Choose three.)

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?

Which THREE methods can be used to populate the Account field on a newly created case? (Choose three.)

What is the purpose of the 'Account' field on the Customer Service Case form?

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

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?

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?

Which TWO of the following statements are true regarding the distinction between Accounts and Consumers in ServiceNow CSM? (Choose two.)

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?

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.)

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

A CSM implementation team is designing a model where a large enterprise account, Contoso, has multiple divisions, and each division must be tracked independently for cases and entitlements while still rolling up to Contoso. Which approach best models this requirement using standard CSM account structures?

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?

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

What is the primary purpose of a Service Contract in ServiceNow CSM?

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?

A customer service organization requires that whenever a new contact is created for a strategic account, an approval task is automatically generated for the account manager. Which mechanism should an administrator use to implement this?

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?

An organization operates using an account-based service model. Which record serves as the primary organizational container for business customers in ServiceNow CSM?

A customer service agent is on a call with a contact who belongs to a large enterprise account. The agent needs to quickly find all other contacts associated with the same account to identify a subject matter expert. Which feature in ServiceNow CSM allows the agent to view all contacts for a specific account directly from the Account record?

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?

An administrator is configuring domain separation for a global CSM deployment. Accounts must be isolated so that regional service agents can only view accounts belonging to their specific geographic domain. Which mechanism enforces this separation?

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

An agent is reviewing a customer account and notices multiple duplicate contact records with slightly different email spellings. What is the best practice method to resolve this in CSM?

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?

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

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

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

An enterprise account has negotiated an entitlement that allows support cases for specific product models only. When a contact attempts to submit a case for an unsupported product model, how does CSM restrict or warn the user?