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-Contributor users
With contributor user roles, you can engage both internal and external users to assist in resolving customer issues and requests.
The contributor users feature provides unified customer support for internal and external customers. With this feature, you can serve internal and external customers through shared service teams and service organizations:
Enable service organizations to serve one another and external customers.
Enable employees to request support for themselves and for external customers.
Enable middle office agents to work on specific tasks that are required to resolve cases.
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/customer-service-contributor-users.html
Contributor Roles is the correct answer.
Fundamentals book
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