Current document states Create customer accounts
Role required for creating a customer account : sn_customerservice_agent, sn_customerservice_manager, or admin
However, a customerservice agent cannot create account, does not get an option.
Is this expected or bug?
Working as per design.
"Create" operation ACL for the Accounts [customer_account] : /nav_to.do?uri=sys_security_acl.do?sys_id=51a53ab1c3311200e94a9f2974d3aea7?sys_id=51a53ab1c3311200e94a9f2974d3aea7
only lists the"sn_customerservice_manager" role.
Consequently, users granted the "sn_customerservice_agent" role will not have the ability to create new Accounts.
Same behavior exists OOB too.
Doc correction request - DOC131667 is raised to correct this portion of documentation.
Note you can add the "sn_customerservice_agent" role to the ACL if you would like these users to have the ability to create Accounts.
However, as a best practice you should avoid doing so.Refer this really nice community article explaining why - https://community.servicenow.com/community?id=community_question&sys_id=3c8da222db1e4050190dfb24399619b9