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ServiceNow CIS-CSM Exam - Topic 1 Question 97 Discussion

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
B) Create cases on behalf of customers and D) Create requests on behalf of customers
A) Manage cases on behalf of customer service agents
C) Manage requests on behalf of customer service agents
E) Manage major incident communication on behalf of a customer service manager

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.)

Show Suggested Answer Hide 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
5 months ago
Wait, can they really manage requests? Sounds off.
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Anthony
5 months ago
Totally agree, that's what I've seen too!
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Helaine
6 months ago
They can manage cases and create cases for customers.
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Alisha
6 months ago
Yup, definitely manage cases on behalf of agents!
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Lorrine
6 months ago
Not sure about that, I thought they only create cases.
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Coral
7 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
7 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
7 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
7 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
7 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
8 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
8 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
8 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
8 months ago
This question seems straightforward, I think I can handle it.
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Cassandra
9 months ago
I agree with Sheridan, managing cases and creating cases make sense for customer service.
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Dorothy
9 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
5 months ago
I feel like E is a bit off for this role.
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Paris
5 months ago
What about C? It seems relevant.
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Elizabeth
6 months ago
I agree, A and D make sense too.
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Cristy
6 months ago
I think A and B are solid choices.
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Jennifer
10 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
9 months ago
A) Manage cases on behalf of customer service agents
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Yvonne
10 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
9 months ago
A) Manage cases on behalf of customer service agents
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Sheridan
10 months ago
I think the answer is A and B.
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