Which action would a sn_customerservice.proxy_contact role perform?

• A. Manage cases on behalf of customer service agents
• B. Create cases on behalf of customers
• C. Manage requests on behalf of customer service agents
• D. Create requests on behalf of customers

Answer: (B)

This role is about acting on behalf of a customer to start new work items. In Customer Service Management, the proxy_contact permission lets a user submit a new case for a customer, enabling the service team to begin handling the issue even if the customer can’t submit it themselves. It’s specifically about creating cases, not about editing or managing existing cases, nor about creating service catalog requests. So the correct action is creating cases on behalf of customers.