B2B & B2C

Question 1

What are the two main tables for Consumer information, where records are also created when a consumer completes the self-registration process from the Consumer Service Portal?

Answer 1

Consumer: csm_consumer
- stores consumer records

Consumer User: csm_consumer_user
- stores consumer registration records that are created when consumers complete the self-registration process from the Consumer Service Portal, extends sys_user

Question 2

What is a consumer?

Answer 2

Person who purchases goods and services for personal use

Question 3

What is the role for Consumer Agents?

Answer 3

sn_customerservice.consumer_agent

Question 4

What roles are needed to create a consumer record?

Answer 4

Consumer Agent [sn_customerservice.consumer_agent]
Customer Service Manager [sn_customerservice_manager]
System Administrator [admin]

Question 5

What roles are needed to create an account?

Answer 5

Customer Service Manager [sn_customerservice_manager]
System Administrator [admin]

Question 6

What types of addresses can an Account have? (4)

Answer 6

• Primary (only one)
• Billing
• Shipping
• Custom

Question 7

What does the Enhanced Address Data Model enable?

Answer 7

Several accounts can use the same Address via ‘Account Addresses’ related list, without having to create multiple location records

Account Address record:
Account <–> Location

Question 8

Where is an Account Relationship set up?

Answer 8

Via Customer Service > Administration > Account Relationship Types

Question 8

What kind of Account Relationships can be set up?

Answer 8

• Partner-to-account
• Account-to-account

Question 9

What is included in an account relationship record? (5)

Answer 9

• Source account, selected in the Account From field
• Target account, selected in the Account To field
• The account relationship type
• The relationship
• The reverse relationship

Question 10

What is a supported external customer that, in turn, sells to and supports one or more customers?

Answer 10

Partner

Question 11

What table does the Account table extend?

(question came up in exam)

Answer 11

Company [core_company]

Question 12

How are partners defined in the CSM application? (5)

(similar question came up in exam)

Answer 12

• An account can be a customer account, it can also be a partner account, or both
• A partner does not own any of the products or services provided by their partnering organization; instead, they help to sell, deliver, and support them on their behalf
• A partner can report and manage cases on behalf of customer accounts
• A partner is not the same as a contracted third party
• A partner does not own the relationship with the customer account

Question 13

How are third parties defined in the CSM application? (2)

(similar question came up in exam)

Answer 13

• A third party will own the relationship with the customer
• A third party is an organization that has been contracted to sell products and services they have actually purchased from another organization