ServiceNow Certified Implementation Specialist – Customer Service Management — Question 102

Who can create a customer service case from a community discussion? (Choose two.)

Answer options

• A. Customer service agent (sn_customerservice_agent)
• B. Proxy case creator (sn_customerservice.proxy_case_creator)
• C. Partner (sn_customerservice.partner)
• D. Case Viewer (sn_customerservice.case_viewer)

Correct answer: A, B

Explanation

The correct answers are A and B because both the Customer service agent and Proxy case creator have the necessary permissions to create cases from discussions. The Partner and Case Viewer roles do not have the rights required to initiate a customer service case.