CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ210

VerifiedCustomer Service Management System Setup and Configuration

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

Explanation

The sn_customerservice.proxy_contact role enables internal employees to create cases for customer accounts and contacts on customers’ behalf. ServiceNow specifically directs assigning it to employees who are not fulfillers and do not have other CSM-specific roles.

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