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ServiceNow CIS-CSM Exam - Topic 2 Question 93 Discussion

Read the use case below to determine if the customer service relationship is B2B or B2C.Mary Contrary experiences a power outage and call the electrical company. The agent determines the outageis local to the customer and scheduled a technician to Mary's house.
A) B2C
B) B2B

ServiceNow CIS-CSM Exam - Topic 2 Question 93 Discussion

Actual exam question for ServiceNow's CIS-CSM exam
Question #: 93
Topic #: 2
[All CIS-CSM Questions]

Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage

is local to the customer and scheduled a technician to Mary's house.

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Suggested Answer: A

by Karina at May 04, 2025, 07:23 PM

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Louisa
7 months ago
I'm not so sure, what if Mary was a landlord?
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Salena
7 months ago
Wait, could it be B2B if Mary owns a business?
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Erasmo
8 months ago
I agree, it's all about individual customers here.
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Jeanice
8 months ago
Nah, it's clearly B2C, she's just a homeowner.
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Louvenia
8 months ago
Definitely B2C, it's a residential service.
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Cory
8 months ago
I keep mixing up B2B and B2C, but since it's about a home service, I guess it has to be B2C, right?
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Cory
9 months ago
I remember a similar question where a customer called for service at their home, and it was definitely B2C.
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Toshia
9 months ago
I'm not entirely sure, but it seems like B2B could apply if the electrical company was dealing with a business instead.
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Francisca
9 months ago
I think this is B2C since Mary is a residential customer calling for personal service.
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Teri
9 months ago
I think I've got it. Since the electrical company is dealing directly with the individual customer Mary, rather than a business, this has to be a B2C relationship. The question gives a pretty clear use case for that.
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Detra
9 months ago
Okay, let me walk through this step-by-step. The customer is an individual named Mary Contrary, not a business. And the electrical company is providing service directly to her home. So I'm going to go with B2C for this one.
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Jesusa
10 months ago
Hmm, I'm not totally sure about this one. The question doesn't provide a lot of detail about the relationship between the customer and the electrical company. I'll have to think it through carefully.
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Santos
10 months ago
This one seems pretty straightforward to me. The customer service interaction is with an individual customer, not a business, so it's clearly a B2C scenario.
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Ronny
1 year ago
That's a good point, Oliva. But since it's Mary's personal power outage, I still think it's B2C.
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Bulah
1 year ago
Ha! I bet Mary wished she could just flip a switch and the power would come back on. Alas, we can't all be superheroes.
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Beth
1 year ago
Ha! I bet Mary wished she could just flip a switch and the power would come back on. Alas, we can't all be superheroes.
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Linwood
1 year ago
Mary Contrary is a residential customer, so it is a B2C relationship.
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Matthew
1 year ago
A) B2C
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Oliva
1 year ago
I see your point, but could it be B2B if Mary was calling on behalf of a business?
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Horace
1 year ago
B2C, for sure. Mary's a regular cusTheroner, not a business cusTheroner. The electrical company is providing a service to a household, not a company.
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Alyssa
1 year ago
B2C all the way. The electrical company is serving an individual, not a business.
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Jeanice
1 year ago
Definitely B2C. Mary is just a regular customer, not a business.
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Virgie
1 year ago
A) B2C
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Edison
1 year ago
I agree with Stanford, it's definitely B2C since it's a direct interaction with an individual customer.
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Huey
1 year ago
Hmm, I'm not sure. The scenario doesn't give enough information to determine if this is a B2B or B2C situation.
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Isaac
1 year ago
I agree, the scenario seems to involve a direct interaction with a consumer.
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Alexis
1 year ago
I think it's B2C because Mary is a residential customer.
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Kristeen
1 year ago
B) B2B
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Nieves
1 year ago
A) B2C
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Theron
1 year ago
I think it's B2B. The electrical company is providing a service to a cusTheroner, which sounds like a business-to-business relationship.
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Stanford
1 year ago
I think this is B2C because Mary is a customer calling for personal service.
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Zita
1 year ago
Definitely B2C. Mary is a customer, not a business client.
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Coral
1 year ago
That makes sense. The focus is on providing service to an individual customer.
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Ahmad
1 year ago
Definitely B2C. Mary is a customer, not a business client.
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Broderick
1 year ago
A) B2C
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