CSA · Question #154
Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?
The correct answer is B. Virtual Agent. This question identifies the ServiceNow capability that uses a conversational interface to deliver knowledge articles.
Question
Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?
Options
- AAgent Assist
- BVirtual Agent
- CNow Messenger
- DConnect Agent
How the community answered
(58 responses)- A3% (2)
- B93% (54)
- C2% (1)
- D2% (1)
Why each option
This question identifies the ServiceNow capability that uses a conversational interface to deliver knowledge articles.
Agent Assist provides agents with relevant information, including knowledge articles, within their workspace, but it's not a user-facing conversational interface.
Virtual Agent is ServiceNow's conversational AI platform that allows users to get support, resolve common issues, and access information, including knowledge articles, through a chat interface. It automates common requests and provides immediate assistance to users.
Now Messenger is not a standard ServiceNow product or capability name for this purpose.
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
Source: https://docs.servicenow.com/bundle/utah-now-intelligence/page/ai-and-ml/virtual-agent/concept/virtual-agent-overview.html
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