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ServiceNow CIS-CSM Exam - Topic 3 Question 3 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 outage is local to the customer and scheduled a technician to Mary's house.
A) B2C
B) B2B

ServiceNow CIS-CSM Exam - Topic 3 Question 3 Discussion

Actual exam question for ServiceNow's CIS-CSM exam
Question #: 3
Topic #: 3
[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 Sharee at May 05, 2022, 01:10 AM

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Elenore
7 months ago
Yeah, it's clearly B2C, no doubt about it!
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Shonda
7 months ago
Wait, is it really that simple?
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Nicholle
8 months ago
I thought it could be B2B if she owned a business.
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Bettina
8 months ago
Agreed, Mary is just a homeowner here.
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Edda
8 months ago
Definitely B2C, it's a residential customer.
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Leanora
8 months ago
I agree with Sarah; it looks like B2C because it's about a household issue, not a business transaction.
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Cecilia
8 months ago
This feels like B2B to me, but I might be mixing it up with another example we discussed in class.
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Orville
8 months ago
I'm not entirely sure, but it seems like a typical B2C scenario. I remember a practice question that was similar.
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Lacresha
8 months ago
I think this is B2C since Mary is a residential customer calling for personal service.
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Leoma
8 months ago
Okay, I've got this. The first step is always Business Process Mapping, so I'm going with option C.
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Kristeen
8 months ago
This question seems straightforward, I think I can handle it.
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Colby
9 months ago
I've seen questions like this before, so I think I know the approach. I'll eliminate the options that don't match the requirements and select the two that are not valid.
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