Which of the following roles cannot update a consumer's record?

What types of escalation templates can be created?
Choose 2 answers

Match the definitions for roles relationships.
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The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :