ServiceNow Certified Implementation Specialist – Customer Service Management — Question 188

Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

Answer options

• A. Customer service manager (sn_customerservice_manager)
• B. Customer service agent (sn_customerservice_agent)
• C. Customer administrator (sn_customerservice.customer_admin)
• D. Partner (sn_customerservice.partner)

Correct answer: A, B

Explanation

The Customer service manager (sn_customerservice_manager) and Customer service agent (sn_customerservice_agent) roles have the authority to specify both skills and mandatory skills for cases and tasks, which is essential for ensuring that the right resources are assigned to tasks. The other roles, such as Customer administrator and Partner, do not have the same level of responsibility or capability in this context.