ServiceNow CIS-CSM Exam - Topic 3 Question 104 Discussion

Actual exam question for ServiceNow's CIS-CSM exam

Question #: 104
Topic #: 3

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?

AConsumer (sn_customservice.consumer)

BCustomer (sn_suctomservice.customer)

CExternal (snc_external)

DProxy Contact (sn_customservice.proxy_contact)

Show Suggested Answer

Suggested Answer: D

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

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Marg

2 days ago

Definitely D) Proxy Contact makes sense for them.

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Deonna

7 days 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

12 days 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

17 days ago

I'm not entirely sure, but I remember something about "Consumer" being related to non-fulfilling roles.

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Isaiah

22 days 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

28 days ago

I practiced a question similar to this, and I think "Proxy Contact" was the answer there as well.

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Johnna

1 month ago

I feel like "External" could be a possibility too, but it seems more general.

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Val

1 month ago

I remember something about "Consumer" and "Customer" roles, but I'm not entirely sure which one fits here.

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Effie

1 month 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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