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ServiceNow CIS-CSM Exam - Topic 3 Question 104 Discussion

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?
D) Proxy Contact (sn_customservice.proxy_contact)
A) Consumer (sn_customservice.consumer)
B) Customer (sn_suctomservice.customer)
C) External (snc_external)

ServiceNow CIS-CSM Exam - Topic 3 Question 104 Discussion

Actual exam question for ServiceNow's CIS-CSM exam
Question #: 104
Topic #: 3
[All CIS-CSM Questions]

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?

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Suggested Answer: D

by Dominga at Mar 06, 2026, 02:05 PM

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Denae
4 days ago
D) Proxy Contact is the best choice. It fits their role perfectly.
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Izetta
9 days ago
B) Customer seems limiting for non-fulfillers.
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Vesta
15 days ago
A) Consumer could work too, but it feels too broad.
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Sabine
20 days ago
I think D) Proxy Contact makes sense. They can act on behalf of customers.
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Maile
25 days ago
I thought B) Customer was the right choice, but now I'm not so sure.
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Aleta
1 month ago
A) Consumer seems off for this role.
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Wilson
1 month ago
Wait, can they really create cases? Sounds odd.
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Ollie
1 month ago
Totally agree, Proxy Contact is the way to go!
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Floyd
2 months ago
I think D) Proxy Contact makes the most sense.
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Mabel
2 months ago
B) Customer is also a valid option, though.
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Alaine
2 months ago
Wait, can sales really create cases? Sounds weird.
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Erinn
2 months ago
Totally agree with Proxy Contact!
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Ashton
2 months ago
A) Consumer? Really? That seems off.
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Craig
2 months ago
I think D) Proxy Contact makes the most sense.
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Ulysses
3 months ago
I agree with Proxy Contact, it fits their role perfectly!
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Alfreda
4 months ago
A) Consumer is a solid choice too, though!
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Denise
4 months ago
Wait, are we sure about D? Seems a bit off.
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Lavonna
4 months ago
I thought it would be B) Customer, but I see the point.
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Marg
5 months ago
Definitely D) Proxy Contact makes sense for them.
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Deonna
5 months ago
I thought "Customer" was for actual customers, not for employees creating cases, so I’m leaning towards "Proxy Contact."
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Demetra
5 months ago
I practiced a similar question, and I feel like "External" could be a possibility too, but it seems less likely for case creation.
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Eve
5 months ago
I'm not entirely sure, but I remember something about "Consumer" being related to non-fulfilling roles.
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Isaiah
5 months ago
I think the role might be "Proxy Contact" since it sounds like it fits someone creating cases for customers.
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Lucille
5 months ago
I practiced a question similar to this, and I think "Proxy Contact" was the answer there as well.
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Johnna
6 months ago
I feel like "External" could be a possibility too, but it seems more general.
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Val
6 months ago
I remember something about "Consumer" and "Customer" roles, but I'm not entirely sure which one fits here.
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Effie
6 months ago
I think the role might be "Proxy Contact" since it sounds like it allows someone to act on behalf of the customer.
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