Which of the following is NOT a capability of a user with the sn_customerservice.proxy_contact role?

• 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: (A)

The sn_customerservice.proxy_contact role is meant to let someone act on behalf of customers or on behalf of customer service agents for specific, controlled tasks related to service interactions. It focuses on creating records for customers and managing requests within a proxy workflow, which helps get things done without giving full agent-level control. Because of that scope, the role can be used to create cases on behalf of customers and to create or manage requests for customers or for agents, but it does not grant the ability to manage existing cases on behalf of agents. Case management for agents—such as editing, reassigning, or closing cases owned by agents—requires broader permissions beyond this proxy capability.