How should I use these Account And Contact Management practice questions?

Read each scenario carefully and choose your answer before revealing the explanation. Then check why your choice was right or wrong. Repeat until the reasoning feels automatic.

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Yes — use the session launcher on this page to start a 10-, 20-, 30- or 50-question session drawn entirely from the Account And Contact Management domain.

CIS-CSM · topic practice

Account And Contact Management practice questions

This domain covers how ServiceNow CSM models people and organizations: Customer Service Contacts versus Consumers, account hierarchies for B2B and B2C, and the account/contact data that drives portal and case behavior. Questions present configuration scenarios and ask which CSM feature, record relationship, or field an administrator should use.

Courseiva uses original exam-style practice questions designed for learning and revision. The goal is to understand the concepts, recognise exam patterns, and improve through explanations — not memorise copied exam dumps.

Editorial oversight:Johnson Ajibi· MSc IT Security, IEEE Senior Member

20 questionsDomain: Account And Contact Management

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What the exam tests

What to know about Account And Contact Management

Be able to choose the right CSM record type and relationship for a scenario: Contact vs Consumer, parent-child accounts, and account tier. The most important thing is correctly linking contacts and consumers to the right account so portal and case logic works.

Distinguishing Customer Service Contact records from Customer Service Consumer records and their account relationships

Configuring parent-child account hierarchies for B2B models with subsidiaries under a global enterprise

Using business rules, flows, or approvals to trigger tasks when contacts are created for strategic accounts

Locating account tier data used for priority handling of contacts on the Customer Service Portal

Watch out for

Common Account And Contact Management exam traps

▸Treating Consumers as contacts tied to a business account; Consumers are typically individual B2C users without a company account relationship.
▸Assuming account hierarchy is set by a simple field instead of the parent-child account relationship used for B2B subsidiary structures.
▸Putting tier information on the contact record when priority handling is usually driven by the related account's tier field.

Practice set

Account And Contact Management questions

20 questions · select your answer, then reveal the explanation

Question 1easymultiple choice

Read the full Account And Contact Management explanation →

When a new consumer registers through the Customer Support Portal, which table stores the core consumer profile record?

Trap 1: Contact [customer_contact]

The customer_contact table is for business contacts tied to accounts.

Trap 2: Customer [customer_account]

This is not the standard consumer table.

Study all Account And Contact Management common traps →

A
Sys User [sys_user]
Consumer records extend from sys_user, but the specific CSM consumer table is csm_consumer.
B
Contact [customer_contact]
Why it fails: The customer_contact table is for business contacts tied to accounts.
C
Customer [customer_account]
Why it fails: This is not the standard consumer table.
D
Consumer [csm_consumer]
The csm_consumer table holds individual consumer profiles.

Account And Contact Management practice questions

What to know about Account And Contact Management

Common Account And Contact Management exam traps

Account And Contact Management questions

When a new consumer registers through the Customer Support Portal, which table stores the core consumer profile record?

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?

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?

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?

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?

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?

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?

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

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?

A company uses both the B2B account model and the B2C consumer model in ServiceNow CSM. A customer service agent receives a case and needs to determine whether the request came from a business contact or an individual consumer. Which form field indicates this distinction?

Which form view is typically presented when an agent clicks on an Account record from a Case form in CSM?

An administrator is configuring restricted access to assets. A contact at an account should only be able to view assets that are explicitly assigned to them, while other contacts at the same account can view all account assets. Where is this visibility controlled?

An administrator needs to configure contact access so that external contacts can view assets associated not just with their direct account, but also with all child accounts in the hierarchy. Where is hierarchical asset visibility enabled?

Which table stores individual contact records for business accounts in ServiceNow CSM?

A consumer calls support regarding an appliance they purchased. The agent needs to verify proof of ownership before opening a case. Which related list on the Consumer form should the agent check?

Which field on the Contact form links the individual to their corporate parent organization?

An administrator needs to ensure that specific contacts at an account have permissions to approve orders and high-priority cases submitted by other contacts in the same organization. Which role configuration supports this?

Which TWO mechanisms are used to control and restrict case visibility among contacts belonging to the same corporate account? (Choose two.)

Which TWO statements are true regarding Consumer records in ServiceNow CSM? (Choose two.)

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Exam traps to avoid