Roles

Question 1

What can users with the Proxy contact [sn_customerservice.proxy_contact] role do?

Answer 1

Users with this role can:
- Create customer service cases using a record producer
- Add work notes and comments to any case
- Update the watch list of any case

(Note: The CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) plugin adds this role)

Question 2

Employees with the Proxy Contact (sn_customerservice.proxy_contact) are automatically added to the case as a contact. What type of contact are they?

Answer 2

Internal

Question 3

With contributor user roles, companies can engage what types of users?

Answer 3

Internal and external users

Question 4

Which role must be assigned to employees to request support for themselves?

Answer 4

Proxy contact (sn_customerservice.proxy_contact)

Question 5

What roles should be added when creating a application for a new Case Type, that are inherited by the different agent and customer roles available with CSM? (2)

Answer 5

• sn_esm_agent
• sn_esm_user

Question 6

What roles are needed to work with Publications? (2)

Answer 6

• sn_publications.author
• sn_publications.admin

Question 7

What roles can specify both skills and mandatory skills for cases and tasks? (3)

Answer 7

• Customer service managers (sn_customerservice_manager)
• Customer service agents (sn_customerservice_agent)
• Consumer agents (sn_customerservice.consumer_agent)