ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend to store the customer's Twitter profile details?

• A. Account
• B. Not supported
• C. Consumer
• D. Social Profile

Answer: (D)

The key idea is that social channel identities are modeled separately so agents can engage customers directly on that channel with full context. In ServiceNow CSM, a Social Profile represents a customer’s identity on a social platform like Twitter and stores details such as the handle, profile URL, and related channel settings. This lets you link the Twitter profile to a Contact or User and surface social context when routing or responding to inquiries, making it ideal for Twitter-based support. An Account tracks the organization, not an individual social identity; a Not supported option isn’t accurate because ServiceNow provides built-in social channel support. A Consumer isn’t the standard term used for this data in CSM. So, Social Profile is the correct choice.