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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?
Partner accounts and relationships allow external partners to manage end-customer accounts.
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?
In ServiceNow CSM, the Consumer record type represents individual customers who are not associated with a corporate account — such as retail customers, patients, or citizens. Consumers can submit service requests through the Customer Service Portal or Consumer Service Portal with…Read full explanation
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?
The Account field can be set to the subsidiary while utilizing account hierarchy inheritance for entitlements.
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