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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.)

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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
4 months ago
Wait, can they really manage requests? Sounds off.
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Anthony
4 months ago
Totally agree, that's what I've seen too!
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Helaine
4 months ago
They can manage cases and create cases for customers.
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Alisha
5 months ago
Yup, definitely manage cases on behalf of agents!
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Lorrine
5 months ago
Not sure about that, I thought they only create cases.
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Coral
5 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
5 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
6 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
6 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
6 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
6 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
6 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
7 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
7 months ago
This question seems straightforward, I think I can handle it.
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Cassandra
7 months ago
I agree with Sheridan, managing cases and creating cases make sense for customer service.
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Dorothy
7 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
3 months ago
I feel like E is a bit off for this role.
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Paris
4 months ago
What about C? It seems relevant.
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Elizabeth
4 months ago
I agree, A and D make sense too.
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Cristy
4 months ago
I think A and B are solid choices.
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Jennifer
8 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
7 months ago
A) Manage cases on behalf of customer service agents
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Yvonne
9 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
7 months ago
A) Manage cases on behalf of customer service agents
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Sheridan
9 months ago
I think the answer is A and B.
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