ServiceNow CSM Overview and Configuration
Guide Questions with Detailed Verified Answers
(100% Correct Answers) /Already Graded A+
Quiz: Business-to-Business (B2B)
Ans: A primary business model supported by ServiceNow CSM
where services are provided from one business to another.
Quiz: Business-to-Consumer (B2C)
Ans: A primary business model supported by ServiceNow CSM
where services are provided directly to individual consumers.
Quiz: Business-to-Business-to-Consumer (B2B2C)
Ans: A primary business model supported by ServiceNow CSM that
involves a business providing services to another business, which
then serves consumers.
Quiz: Customer Account
Ans: A customer account represents a company or organization that
receives services from the service provider.
Quiz: Contact Roles
Ans: Contact roles specify the responsibilities or positions of
contacts within an account, such as decision-maker or approver.
Quiz: Assets
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,Ans: Assets represent products owned by customers.
Quiz: Install Base Items
Ans: Install base items track the details of these assets installed at
customer locations.
Quiz: Service Contracts
Ans: Service contracts define the terms and conditions of service
agreements, including entitlements that specify the level of support
provided.
Quiz: Customer Hierarchy
Ans: To represent organizational structures of customer accounts,
allowing for roll-up reporting and management of related accounts.
Quiz: Partner Accounts
Ans: Partner accounts represent organizations that collaborate with
the service provider to deliver services.
Quiz: Product Entitlements
Ans: They define the support and services available for specific
products owned by customers.
Quiz: Locations Table
Ans: Used to store and manage multiple addresses associated with
an account.
Quiz: Asset Contact
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, Ans: An Asset Contact is a person associated with a specific asset,
important for communication and support related to that asset.
Quiz: Account Relationships
Ans: Account Relationships define how accounts are related to each
other, such as parent-child or affiliate relationships.
Quiz: Customer Contact Preferences
Ans: Configured contact records with preferred communication
channels and times.
Quiz: Consumer Role
Ans: Represents individual customers in a B2C model, allowing for
personalized service and support.
Quiz: Entitlements Verification
Ans: The system checks the customer's entitlements based on the
associated account, contact, product, or asset.
Quiz: Product Bundles
Ans: Product bundles group multiple products or services sold
together, simplifying entitlements and support.
Quiz: Install Base Item Record
Ans: Typically stores details like product model, serial number,
location, and ownership information.
Quiz: Multi-level Account Hierarchies
© 2025 Get it right Stuvia US All rights reserved
Guide Questions with Detailed Verified Answers
(100% Correct Answers) /Already Graded A+
Quiz: Business-to-Business (B2B)
Ans: A primary business model supported by ServiceNow CSM
where services are provided from one business to another.
Quiz: Business-to-Consumer (B2C)
Ans: A primary business model supported by ServiceNow CSM
where services are provided directly to individual consumers.
Quiz: Business-to-Business-to-Consumer (B2B2C)
Ans: A primary business model supported by ServiceNow CSM that
involves a business providing services to another business, which
then serves consumers.
Quiz: Customer Account
Ans: A customer account represents a company or organization that
receives services from the service provider.
Quiz: Contact Roles
Ans: Contact roles specify the responsibilities or positions of
contacts within an account, such as decision-maker or approver.
Quiz: Assets
© 2025 Get it right Stuvia US All rights reserved
,Ans: Assets represent products owned by customers.
Quiz: Install Base Items
Ans: Install base items track the details of these assets installed at
customer locations.
Quiz: Service Contracts
Ans: Service contracts define the terms and conditions of service
agreements, including entitlements that specify the level of support
provided.
Quiz: Customer Hierarchy
Ans: To represent organizational structures of customer accounts,
allowing for roll-up reporting and management of related accounts.
Quiz: Partner Accounts
Ans: Partner accounts represent organizations that collaborate with
the service provider to deliver services.
Quiz: Product Entitlements
Ans: They define the support and services available for specific
products owned by customers.
Quiz: Locations Table
Ans: Used to store and manage multiple addresses associated with
an account.
Quiz: Asset Contact
© 2025 Get it right Stuvia US All rights reserved
, Ans: An Asset Contact is a person associated with a specific asset,
important for communication and support related to that asset.
Quiz: Account Relationships
Ans: Account Relationships define how accounts are related to each
other, such as parent-child or affiliate relationships.
Quiz: Customer Contact Preferences
Ans: Configured contact records with preferred communication
channels and times.
Quiz: Consumer Role
Ans: Represents individual customers in a B2C model, allowing for
personalized service and support.
Quiz: Entitlements Verification
Ans: The system checks the customer's entitlements based on the
associated account, contact, product, or asset.
Quiz: Product Bundles
Ans: Product bundles group multiple products or services sold
together, simplifying entitlements and support.
Quiz: Install Base Item Record
Ans: Typically stores details like product model, serial number,
location, and ownership information.
Quiz: Multi-level Account Hierarchies
© 2025 Get it right Stuvia US All rights reserved
