Exam CIS-CSM topic 1 question 229 discussion

Contributor Users is a feature that enables employees to request support not only for themselves but also for external customers. This feature allows users to act as contributors to cases or requests, providing them the capability to create and manage cases for both internal employees and external customers. whereas,Account Management refers to managing customer accounts, including account details, billing, and related services. While important for customer interactions, it does not specifically enable employees to request support on behalf of themselves or external customers.

Contributor Users: These users may participate in tasks or processes but do not have a defined role to initiate or manage requests for external customers. Account Management: This feature specifically supports creating and managing accounts, which can include the ability for employees to submit requests on behalf of themselves and others (such as external customers). It is designed for this purpose, making it the correct answer for the question.

Correct answer

-Contributor users With contributor user roles, you can engage both internal and external users to assist in resolving customer issues and requests. The contributor users feature provides unified customer support for internal and external customers. With this feature, you can serve internal and external customers through shared service teams and service organizations: Enable service organizations to serve one another and external customers. Enable employees to request support for themselves and for external customers. ​Enable middle office agents to work on specific tasks that are required to resolve cases. Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/customer-service-contributor-users.html

A is the correct answer

Contributor Roles is the correct answer. Fundamentals book