ServiceNow Certified Implementation Specialist – Customer Service Management — Question 19
What action is required to enable agents to create an incident record for a case?
Answer options
- A. They must be assigned with the read role for incident
- B. They must be assigned with the itil role
- C. They must be assigned with the snc_intemal role
- D. They must be assigned with the sn_customerservice.itsm_contributor role
Correct answer: B
Explanation
The itil role is essential for agents as it grants them the necessary permissions to create incident records. The other roles may provide different levels of access, but they do not specifically allow for incident record creation, making them insufficient for this task.