What action is required to enable agents to create an incident record for a case?

• A. They must be assigned with the read role for incident
• B. They must be assigned with the itil role
• C. They must be assigned with the snc_intemal role
• D. They must be assigned with the sn_customerservice.itsm_contributor role

Answer: (B)

Enabling incident creation hinges on the permissions tied to ITSM processes. The ITIL role is the standard set of permissions that grants access to the Incident table and the ability to create, manage, and close incidents. With this role, agents can log a new incident linked to a case and perform the typical incident lifecycle.

The other options either restrict actions to read-only (so nothing could be created) or come from roles that don’t guarantee incident creation in a typical configuration. While some specialized roles may provide partial ITSM access, they don’t reliably authorize creating incident records the way the ITIL role does.