ServiceNow CIS-CSM free question 1 / 10 · Domain 1: CSM foundational data model
Which statement correctly describes when to use the B2B model and the B2C model of Customer Service Management?
- Use accounts and contacts for business customers, and consumers for serving individuals directly
- The B2B model cannot store individual people, so employees of customers are stored as consumers
- Use households for business customers, and accounts for individuals who buy from you directly
- A B2C consumer is linked to one of the accounts when the consumer record is first created
Show the answer and explanation
Answer: A
Why this is correct
Customer Service Management supports two business models. With business-to-business (B2B), you support accounts and their contacts. With business-to-consumer (B2C), you support individual consumers.
Why the other options are wrong
"Use households for business customers, and accounts for individuals who buy from you directly" … This reverses the tables. A household is a group of consumers in the B2C model, and an account is a company that is a customer or partner.
"A B2C consumer is linked to one of the accounts when the consumer record is first created" … In the B2C model, the consumers themselves are the customers. Account links belong to contacts, who are employees of an account.
"The B2B model cannot store individual people, so employees of customers are stored as consumers" … In the B2B model, people who work for a customer are stored as contacts. A contact is an employee of an account.
Key point
Ask who the contract is with. If it is a company, use B2B; if it is a person, use B2C.
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