ServiceNow Certified Implementation Specialist – Customer Service Management — Question 24

Which of the following roles can update a consumer's record? (Choose two.)

Answer options

• A. Consumer Support Agent {sn_customerservice.consumer_agent)
• B. Customer Service Manager (sn_customerservice_manager)
• C. Customer Service Agent (sn_customerservice_agent)
• D. Customer (sn_customerservice.customer)

Correct answer: A, B

Explanation

The correct answers, A and B, represent roles that have the permissions necessary to update consumer records. Options C and D either have limited permissions or are not responsible for making such updates.