ServiceNow Certified Implementation Specialist – Customer Service Management — Question 48

Which roles are considered external? (Choose two.)

Answer options

• A. Consumer Support Agent (sn_customerservice.consumer_agent)
• B. Customer Admin (sn_customerservice.customer_admin)
• C. Partner Admin (sn_customerservice.partner_admin)
• D. Customer Service Agent (sn_customerservice_agent)

Correct answer: B, C

Explanation

The correct answers are B and C because 'Customer Admin' and 'Partner Admin' roles involve managing external relationships with customers and partners, respectively. In contrast, 'Consumer Support Agent' and 'Customer Service Agent' are typically internal roles focused on supporting customers rather than managing external partnerships.