ServiceNow Certified Implementation Specialist – Customer Service Management — Question 191

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.

Answer options

• A. B2C
• B. B2B

Correct answer: A

Explanation

The correct answer is B2C because Mary Contrary, an individual consumer, is receiving services directly from the electrical company. B2B would imply a business interacting with another business, which is not the case here.