ServiceNow CIS-CSM Exam - Topic 1 Question 97 Discussion

Actual exam question for ServiceNow's CIS-CSM exam

Question #: 97
Topic #: 1

[All CIS-CSM Questions]

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

AManage cases on behalf of customer service agents

BCreate cases on behalf of customers

CManage requests on behalf of customer service agents

DCreate requests on behalf of customers

EManage major incident communication on behalf of a customer service manager

Show Suggested Answer

Suggested Answer: B, D

customer-service-management/concept/employee-create-case-for-customer.html

by Gussie at Aug 01, 2025, 04:40 PM

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Jessenia

2 months ago

Wait, can they really manage requests? Sounds off.

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Anthony

2 months ago

Totally agree, that's what I've seen too!

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Helaine

3 months ago

They can manage cases and create cases for customers.

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Alisha

3 months ago

Yup, definitely manage cases on behalf of agents!

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Lorrine

3 months ago

Not sure about that, I thought they only create cases.

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Coral

4 months ago

I definitely think they can manage cases on behalf of agents, but I can't recall if they can create requests. I need to double-check that.

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Nobuko

4 months ago

I’m a bit confused about whether they can create cases or requests on behalf of customers. I feel like both could be possible.

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Aleta

4 months ago

I remember practicing a question about managing requests, so I feel like option C might be correct too.

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Micah

4 months ago

I think the proxy_contact role allows users to manage cases, but I'm not sure if it's specifically for customer service agents or just in general.

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Arlean

4 months ago

I've got a strategy - I'll eliminate the options that don't seem relevant to the role, then choose the two that best match the description.

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Verona

5 months ago

I'm a bit confused by the options. I'll need to re-read the question and think about the specific capabilities of the proxy_contact role.

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Tom

5 months ago

Okay, let's see - the question is asking about the sn_customerservice.proxy_contact role, so I need to focus on what that role can do.

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Alonso

5 months ago

Hmm, I'm not sure about the difference between cases and requests. I'll need to think this through carefully.

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Reuben

5 months ago

This question seems straightforward, I think I can handle it.

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Cassandra

6 months ago

I agree with Sheridan, managing cases and creating cases make sense for customer service.

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Dorothy

6 months ago

I'm going with A, B, and D. Manage cases, create cases, and create requests - that covers the key duties of this role.

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Nohemi

2 months ago

I feel like E is a bit off for this role.

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Paris

2 months ago

What about C? It seems relevant.

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Elizabeth

3 months ago

I agree, A and D make sense too.

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Cristy

3 months ago

I think A and B are solid choices.

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Jennifer

7 months ago

D is also a valid choice. Creating requests on behalf of customers is part of the proxy contact role's responsibilities.

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Myong

6 months ago

A) Manage cases on behalf of customer service agents

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Yvonne

7 months ago

I bet the exam question is just trying to trick us with that E option. 'Manage major incident communication?' What is this, the Avengers?

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Reita

6 months ago

A) Manage cases on behalf of customer service agents

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Sheridan

7 months ago

I think the answer is A and B.

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