ServiceNow Certified Implementation Specialist – Customer Service Management — Question 46

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

Answer options

• A. Consumer (sn_customservice.consumer)
• B. Customer (sn_suctomservice.customer)
• C. External (snc_external)
• D. Proxy Contact (sn_customservice.proxy_contact)

Correct answer: D

Explanation

The correct answer is D, Proxy Contact, as this role allows individuals to create cases on behalf of customers without being fulfillers. Options A and B are incorrect because they do not pertain to the case creation requirement for non-fulfilling roles. Option C, External, does not specifically provide the necessary permissions for case creation.