We are looking to allow our internal users to create cases on behalf of our customers. For tracking purposes, we want to see which internal employee raised the case. I have two links here that look to do the same thing. I'm confused on what the main differences are and which one would be best for long term use. It seems confusing since both seem to do the same thing.
Adding Internal User to case form:
https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-serv...
Using Proxy Contact: (Creates an Internal Contact field on form)
https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-m...
