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ServiceNow CSM Overview and
Configuration Guide Questions and Answers
(Expert Solutions)
Q: Business-to-Business (B2B)
ANS 🗹🗹: A primary business model supported by ServiceNow CSM where services
are provided from one business to another.
Q: Business-to-Consumer (B2C)
ANS 🗹🗹: A primary business model supported by ServiceNow CSM where services
are provided directly to individual consumers.
Q: 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.
Q: Customer Account
ANS 🗹🗹: A customer account represents a company or organization that receives
services from the service provider.
Q: Contact Roles
ANS 🗹🗹: Contact roles specify the responsibilities or positions of contacts within an
account, such as decision-maker or approver.
Q: Assets
ANS 🗹🗹: Assets represent products owned by customers.
Q: Install Base Items
ANS 🗹🗹: Install base items track the details of these assets installed at customer
locations.
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Q: Service Contracts
ANS 🗹🗹: Service contracts define the terms and conditions of service agreements,
including entitlements that specify the level of support provided.
Q: Customer Hierarchy
ANS 🗹🗹: To represent organizational structures of customer accounts, allowing
for roll-up reporting and management of related accounts.
Q: Partner Accounts
ANS 🗹🗹: Partner accounts represent organizations that collaborate with the
service provider to deliver services.
Q: Product Entitlements
ANS 🗹🗹: They define the support and services available for specific products
owned by customers.
Q: Locations Table
ANS 🗹🗹: Used to store and manage multiple addresses associated with an account.
Q: Asset Contact
ANS 🗹🗹: An Asset Contact is a person associated with a specific asset, important
for communication and support related to that asset.
Q: Account Relationships
ANS 🗹🗹: Account Relationships define how accounts are related to each other, such
as parent-child or affiliate relationships.
Q: Customer Contact Preferences
ANS 🗹🗹: Configured contact records with preferred communication channels and
times.
Q: Consumer Role
ServiceNow CSM Overview and
Configuration Guide Questions and Answers
(Expert Solutions)
Q: Business-to-Business (B2B)
ANS 🗹🗹: A primary business model supported by ServiceNow CSM where services
are provided from one business to another.
Q: Business-to-Consumer (B2C)
ANS 🗹🗹: A primary business model supported by ServiceNow CSM where services
are provided directly to individual consumers.
Q: 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.
Q: Customer Account
ANS 🗹🗹: A customer account represents a company or organization that receives
services from the service provider.
Q: Contact Roles
ANS 🗹🗹: Contact roles specify the responsibilities or positions of contacts within an
account, such as decision-maker or approver.
Q: Assets
ANS 🗹🗹: Assets represent products owned by customers.
Q: Install Base Items
ANS 🗹🗹: Install base items track the details of these assets installed at customer
locations.
, Page | 2
Q: Service Contracts
ANS 🗹🗹: Service contracts define the terms and conditions of service agreements,
including entitlements that specify the level of support provided.
Q: Customer Hierarchy
ANS 🗹🗹: To represent organizational structures of customer accounts, allowing
for roll-up reporting and management of related accounts.
Q: Partner Accounts
ANS 🗹🗹: Partner accounts represent organizations that collaborate with the
service provider to deliver services.
Q: Product Entitlements
ANS 🗹🗹: They define the support and services available for specific products
owned by customers.
Q: Locations Table
ANS 🗹🗹: Used to store and manage multiple addresses associated with an account.
Q: Asset Contact
ANS 🗹🗹: An Asset Contact is a person associated with a specific asset, important
for communication and support related to that asset.
Q: Account Relationships
ANS 🗹🗹: Account Relationships define how accounts are related to each other, such
as parent-child or affiliate relationships.
Q: Customer Contact Preferences
ANS 🗹🗹: Configured contact records with preferred communication channels and
times.
Q: Consumer Role
