Which role is described as assisting consumers with questions, issues, and problems and can belong to multiple agent groups?

• A. Partner [sn_customerservice.partner]
• B. Agent [sn_customerservice_agent]
• C. Consumer Agent [sn_customerservice.consumer_agent]
• D. Agent manager [sn_customerservice_manager]

Answer: (C)

In ServiceNow CSM, roles define who can handle different kinds of customer interactions. The description fits a consumer-facing helper who can work across multiple teams. The Consumer Agent role is specifically designed for staff who assist customers with questions, issues, and problems, and it can belong to several agent groups so a single person can support consumers from multiple areas. This cross-group capability helps deliver a consistent customer experience when inquiries span different product lines or service teams. The other roles serve different audiences: a Partner role is for partner organizations, an Agent role is the standard internal support agent, and an Agent Manager focuses on supervising agents rather than directly handling consumer inquiries.