Which role cannot update a consumer's record?

Which role cannot update a consumer's record?

• A. sn_customerservice_agent
• B. sn_customerservice_manager
• C. sn_customerservice.consumer_agent
• D. admin

Answer: (A)

Role-based access controls in ServiceNow CSM determine who can modify a consumer’s profile. The standard customer service agent role is scoped to handling cases and interactions, not editing core consumer data. Because updating a consumer’s record is a privileged action, that role doesn’t have the permissions to make such changes. In contrast, a manager has broader write rights to manage customer data, and an admin has full system privileges, so both can update consumer records.

Role-based access controls in ServiceNow CSM determine who can modify a consumer’s profile. The standard customer service agent role is scoped to handling cases and interactions, not editing core consumer data. Because updating a consumer’s record is a privileged action, that role doesn’t have the permissions to make such changes. In contrast, a manager has broader write rights to manage customer data, and an admin has full system privileges, so both can update consumer records.