ServiceNowServiceNow
CSA · Question #154
CSA Question #154: Real Exam Question with Answer & Explanation
The correct answer is B: Virtual Agent. This question identifies the ServiceNow capability that uses a conversational interface to deliver knowledge articles.
Submitted by amina.ke· Apr 18, 2026Self-Service and Process Automation
Question
Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?
Options
- AAgent Assist
- BVirtual Agent
- CNow Messenger
- DConnect Agent
Explanation
This question identifies the ServiceNow capability that uses a conversational interface to deliver knowledge articles.
Common mistakes.
- A. Agent Assist provides agents with relevant information, including knowledge articles, within their workspace, but it's not a user-facing conversational interface.
- C. Now Messenger is not a standard ServiceNow product or capability name for this purpose.
- D. Connect Agent is not a standard ServiceNow product or capability name for this purpose; ServiceNow Connect Chat is a related feature but not focused on conversational AI knowledge delivery.
Concept tested. Virtual Agent capabilities for knowledge access
Topics
#Virtual Agent#Knowledge Management#Self-Service#Chatbot
Community Discussion
No community discussion yet for this question.