ServiceNow Certified Implementation Specialist – Customer Service Management — Question 135

Which roles can propose a case as a Major Case candidate? (Choose three.)

Answer options

• A. Proxy contact (sn_customerservice.proxy_contact)
• B. Customer case manager (sn_customerservice.customer_case_manager)
• C. Customer service manager (sn_customerservice_manager)
• D. Customer service agent (sn_customerservice_agent)
• E. Major issue manager (sn_majorissue_mgt.major_issue_manager)

Correct answer: C, D, E

Explanation

The correct roles that can propose a case as a Major Case candidate are Customer service manager, Customer service agent, and Major issue manager, as they have the authority and responsibility in managing significant customer issues. The Proxy contact and Customer case manager do not have the same level of authority regarding major cases.