ServiceNow CIS-CSM free question 2 / 10 · Domain 1: CSM foundational data model
A company serves business customers, each with several people who raise cases, and also individual customers. Which design of the base data model is the most appropriate?
- Manage businesses as accounts with their contacts, and individuals as consumers
- Register businesses and individuals as accounts, one account for each person
- Manage businesses as accounts, and add individuals as internal users directly
- Manage businesses as consumers in households, and individuals as accounts
Show the answer and explanation
Answer: A
Why this is correct
Customer data covers people who are not part of your organization. Business customers are accounts, and the people who work for them are contacts, with each contact associated with one account. In the B2C model, consumers are the customers.
Why the other options are wrong
"Manage businesses as consumers in households, and individuals as accounts" … The tables are reversed. A household is a group of consumers in the B2C model, and an account is a company that is a customer or partner.
"Register businesses and individuals as accounts, one account for each person" … Individual customers are consumers in the B2C model, not accounts.
"Manage businesses as accounts, and add individuals as internal users directly" … Individual customers are not part of your organization. They are consumers in the B2C model, not internal users.
Key point
Whether there are several people on the customer side is the clue. If there are, you need an account with contacts.
Go to the ServiceNow CIS-CSM practice app (10 free questions; purchase unlocks all questions)