CIS-CSM Account And Contact Management Practice Question
When a contact submits a case through the Customer Service Portal, how is the Account field on the case automatically populated?
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
✓
It is automatically populated based on the contact's associated account
The system auto-populates the account based on the logged-in contact's primary account association.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
It defaults to the parent account of the entire instance
Why it's wrong here
There is no default parent account for all instances.
- ✓
It is automatically populated based on the contact's associated account
Why this is correct
System logic populates the account from the contact record.
- ✗
It is left blank for agent review
Why it's wrong here
Portal submissions populate the account automatically.
- ✗
It requires manual entry by the contact
Why it's wrong here
The portal automatically determines the account from the user profile.
About these practice questions
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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.