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?
Assign the proxy contact role (sn_customerservice.proxy_contact) to employees in your company who are not fulfillers or do not have other CSM-specific roles.
D is Correct.
Proxy contact
[sn_customerservice.proxy_contact]
Role that enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers. Assign this role to employees in your company who are not fulfillers or do not have other CSM-specific roles.
Users with this role can:
Create customer service cases using a record producer.
Add work notes and comments to any case.
Update the watch list of any case.
Note: The CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) plugin adds this role.
"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."
source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html
given answer is correct.
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html
upvoted 4 times
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