Question

T/F These are the unique roles to CSM: Customer/Partner roles:

sn_customerservice.customer sn_customerservice.customer_admin
sn_customerservice.partner sn_customerservice.partner_admin Agent
sn_customerservice.agent sn_customerservice.consumer_agent Manager
sn_customerservice.manager OpenFrame User sn_openframe_user Consumer
sn_customerservice.consumer

Answer 1

The statement is true, listing specific roles in ServiceNow's Customer Service Management (CSM) application, which facilitates service-related interactions with both employees and external entities.

Step-by-step explanation:

The statement given is true; those are the unique roles of Customer Service Management (CSM) in ServiceNow. The roles listed for Customer/Partner are indeed specific to the CSM application, which is designed to manage the service relationships not only with employees but also with external customers and partners. The roles of Agent and Manager allow for different levels of access and responsibilities within the CSM module, where agents can manage cases and interact with customers, while managers can oversee the work of agents and have access to reporting features. OpenFrame User and Consumer roles also play a part in determining the level of access and capabilities within the system. It's important for administrators to correctly assign these roles to ensure proper usage and security within the ServiceNow environment.