Exam CIS-CSM topic 1 question 22 discussion

BD is right https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html

Employees with the proxy contact role can do the following: Create cases on behalf of customers by email, phone, chat, Virtual Agent, and from the Customer Service Portal. Create requests on behalf of customers from the Customer Service Portal. Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html

Answer: B. Create cases on behalf of customers D. Create requests on behalf of customers Explanation: "The proxy contact role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers." which includes - Create cases on behalf of customers by email, phone, chat, Virtual Agent, and from the Customer Service Portal. (b.) - Create requests on behalf of customers from the Customer Service Portal. (d.) Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html

BD is Correct.. Employees with the proxy contact role can do the following: Create cases on behalf of customers by email, phone, chat, Virtual Agent, and from the Customer Service Portal. Create requests on behalf of customers from the Customer Service Portal.