ServiceNow Certified Implementation Specialist – Customer Service Management — Question 124
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Answer options
- A. Manage cases on behalf of customer service agents
- B. Create cases on behalf of customers
- C. Manage requests on behalf of customer service agents
- D. Create requests on behalf of customers
- E. Manage major incident communication on behalf of a customer service manager
Correct answer: B, D
Explanation
The correct answers are B and D because users with the sn_customerservice.proxy_contact role are authorized to create cases and requests on behalf of customers. Options A, C, and E are incorrect because they involve managing or overseeing activities rather than creating them.