Chapter 1 of 5 · ServiceNow CIS-CSM
CSM Foundational Data Model
Business models, accounts and consumers, product models, install base, contracts and entitlements.
- 3topics
- 17 minfast track
- 3diagrams and exhibits
- 27%of the exam
Topics in this chapter
Take them in order, or jump to the one you need.
- 1Business Models, Accounts and ContactsCIS-CSM business models: B2B, B2C and B2B2C, accounts, contacts, consumers, account hierarchy, partner accounts and Account From…Diagram6 min
- 2Product Models, Sold Products and Install BaseCIS-CSM product data: product models, sold products, install base items and installed products, the Install Base plugin, and how…Diagram6 min
- 3Contracts and EntitlementsCIS-CSM contracts and entitlements: service contracts, contract lines, entitlement fields, units, channels, characteristics and…Diagram5 min
About this chapter
What this chapter covers
CSM foundational data model is 27% of the ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam. It covers who the customer is (business models, accounts, contacts, consumers and partners), what they own (product models, sold products and install base items) and what support they are owed (contracts and entitlements).
Questions are short scenario or recall questions. Some are single answer and some are multiple select, and the multiple select ones state the count, such as "(Choose two.)". There are no exhibits.
How the topics fit together
Every case points back to a customer, often to a product the customer owns, and to the support the customer is entitled to. Get this data right and routing, SLAs and the portal work as designed.
- The business model decides whether the customer is an account with contacts, a consumer, or both.
- Product models are the catalog; sold products and install base items record what one customer bought and runs.
- Contracts and entitlements set the support level and channels, and the entitlement check runs when a case opens.
When a question asks where to put something, decide first whether it describes the customer, the thing they own, or the support they bought. That usually points to the right record.
How to use these pages
Each topic page has the same shape, so you can skim for what you need.
- What it is: the idea in plain words.
- How it works: the mechanism, with tables and examples.
- What to remember for the exam: the facts to memorize and how questions are phrased.
- Common mistakes: the classic traps.
- Check yourself: three questions to test your understanding.
Ready for more practice?
The full ServiceNow CIS-CSM question bank has 590 questions, with timed practice exams and an explanation for every answer.
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