Virtual Agent

Question 1

What is Virtual Agent?

Answer 1

A conversational bot platform for providing user assistance through conversations within a messaging interface.

Question 2

What issues does Virtual Agent solve?

Answer 2

Bad customer experience
Rising IT costs
Decreased employee satisfaction

Question 3

A system designed to perform tasks that emulate or surpass a human level capability.

Answer 3

Artificial Intelligence (AI)

Question 4

A list of chat clients that can execute the topic or topic block.

Answer 4

Additional Channel Support

Question 5

The NLU intent, when recognized by VA, launches a specific topic.

Answer 5

Associated Intent

Question 6

Controls that display responses from the bot in a conversation.

Answer 6

Bot Response

Question 7

Mechanism for organizing and grouping related Virtual Agent objects (topics, topic blocks, custom components).

Answer 7

Category

Question 8

A program that is capable of having human-like conversations.

Answer 8

Chatbot

Question 9

The method that users interact with VA (i.e., ServiceNow service portal, Now Mobile, Slack, Teams, Workplace, Facebook Messenger, or other
messengers using custom chat integrations).

Answer 9

Client Interface

Question 10

A variable to store user answers or specific information about how the user interacts with the virtual agent (i.e., device type, language, service portal name).

Answer 10

Context Variables

Question 11

Mechanism that uses a pre-chat survey to execute/display a specific topic automatically.

Answer 11

Context Topic Intent

Question 12

Custom components that can be created and used in topics or topic blocks.

Answer 12

Custom Controls

Question 13

Part of the Utterance and is the object or context (details) of the action.

Answer 13

Entity

Question 14

A topic that shows a standard message or executes a different conversational flow when the virtual agent does not understand the user’s entry or selection.

Answer 14

Fallback Topic

Question 15

Part of the Utterance and is an action someone intends to do.

Answer 15

Intent

Question 16

A list of key phrases or terms that users enter to initiate a conversation.

Answer 16

Keyword

Question 17

VA provides users the ability to speak with agents who answer requests or queries.

Answer 17

Live Agent Chat/Live Chat

Question 18

A list of context variables provides and transfers information from the conversation to a live agent.

Answer 18

Live Agent Variable

Question 19

A subset of AI that provides the ability to improve from experience. This is done by using algorithms, mathematics, and statistics to create models that make predictions/decisions. Approaches to ML can include both supervised and unsupervised learning.

Answer 19

Machine Learning (ML)

Question 20

Third-party messaging applications that Virtual Agent can integrate with (i.e., Slack, Teams, Workplace, Facebook Messenger).

Answer 20

Messaging App

Question 21

NLU is the ServiceNow application of NLU. NLU enables systems to learn and respond to human-expressed intents (requests).

Answer 21

Natural Language Understanding (NLU)

Question 22

A collection of utterances and their associated intents that the system uses as a reference to predict intents and entities.

Answer 22

NLU Model

Question 23

A service that trains and predicts NLU models so that the system can understand natural language.

Answer 23

NLU Inference Service

Question 24

Tool used to build, test, and train NLU models.

Answer 24

NLU Workbench

Question 25

A specific control within a topic flow.

Answer 25

Node

Question 26

A collection of topics displayed to users before the "Show me everything" button. These topics are used to give users quick and convenient access to specific topics.

Answer 26

Promoted Topics

Question 27

Reusable components that execute common tasks and or conversational elements in conversations.

Answer 27

Reusable Topic Block

Question 28

A switch that enables/disables the option for a user to return to the original conversation after changing topics during a conversation.

Answer 28

Resume Topic Flow

Question 29

Topics that provide answers to a simple question asked during a conversation, such as a date or time.

Answer 29

Small Talk Topic

Question 30

A profile that defines how Virtual Agent search results are generated through the AI Search application and how the results are displayed to users.

Answer 30

Search Profile

Question 31

Common conversational elements that are included in every virtual agent conversation (i.e., greeting, goodbye).

Answer 31

Setup Topics

Question 32

A topic defines the dialog flow between the bot and the user to accomplish a specific goal or resolve an issue.

Answer 32

Topic

Question 33

Controls that prompt and capture information from the user in a conversation.

Answer 33

User Input

Question 34

Controls that handle actions and logic within a topic.

Answer 34

Utilities

Question 35

An example of how a user expresses an intent.

Answer 35

Utterance

Question 36

VA Lite is a limited version of VA available to ITSM standard customers. A limited subset of Virtual Agent functionality is available.

Answer 36

Virtual Agent Lite

Question 37

A graphical tool used to develop, test, and deploy automated conversations that assist users with common issues or self-service tasks.

Answer 37

Virtual Agent Designer

Question 38

What is the Virtual Agent plug-in?

Answer 38

Glide Virtual Agent [com.glide.cs.chatbot]

Question 39

T | F: Virtual Agent requires a subscription to install and use on production instances.

Answer 39

True

Question 40

What plug-in allows the Virtual Agent to return a list of answered community questions?

Answer 40

Communities plug-in [com.sn_communities]

Question 41

What types of topics will the users encounter in a conversation?

Answer 41

Setup Topics Small Talk Topics Topic Blocks Topics

Question 42

What are the three personas related to Virtual Agent?

Answer 42

Requestor System Administrator Topic Admin

Question 43

What role should Topic Admins be assigned?

Answer 43

virtual_agent_admin Additionally, they could be assigned external_app_install_admin to install apps like Slack and Teams.

Question 44

In the Palette Region of Virtual Agent Designer, what three functions are available?

Answer 44

User Input Bot Response Utilities

Question 45

What type of record captures the entirety of a conversation?

Answer 45

Interaction

Question 46

What components of Virtual Agent support domain separation?

Answer 46

Branding Chat Setup General Settings

Question 47

Describe the purpose of User Input controls.

Answer 47

User Input controls are used to prompt users for information.

Question 48

Describe the purpose of Bot Response controls.

Answer 48

Bot Response controls are used to present responses from the virtual agent.

Question 49

Describe the use of Utilities controls.

Answer 49

The Utilities controls are used to control actions or logic within a topic.

Question 50

What types of variables are available to use in the Virtual Agent Designer?

Answer 50

Input variables Script variables Live Agent variables

Question 51

What role is needed to access the Localization Framework?

Answer 51

virtual_agent_admin

Question 52

What roles allow you to see the Localization Insights dashboard?

Answer 52

VA Admin OR Localization Requester

Question 53

What plug-ins are required for Asynchronous chat?

Answer 53

Glide Conversation Server (com.glide.cs) Virtual Agent Web Client (com.glide.cs.sn-va-web-client-app) Conversation Messaging (com.glide.messaging.awa)

Question 54

What enables users to have long running conversations with an agent, where users can receive messages from agents when offline and they can respond to unread messages after they come back online?

Answer 54

Asynchronous chat

Question 55

What is Link Unfurling?

Answer 55

It allows users to share/receive links previews in web and mobile client chat sessions, given certain criteria is met.

Question 56

What is needed to create a new bot?

Answer 56

1. User record on the User [sys_user] table. 2. Live Feed profile on the Life Profile [live_profile] table.

Question 57

What closes Idle Conversations?

Answer 57

Scheduled Job (Time Out Abandoned VA Conversations) that runs hourly.

Question 58

How do you change the default time out window of a Virtual Agent conversation?

Answer 58

Create a sys_property (com.glide.cs.conversation_idle_timeout).

Question 59

What roles are needed to edit the Chat Setup record?

Answer 59

admin OR virtual_agent_admin

Question 60

Can you add a topic block to a topic that exists in a different application scope?

Answer 60

No

Question 61

If you want to make changes to the default setup topics. which record should you modify?

Answer 61

Custom Greetings and Setup

Question 62

If you want to display the Virtual Agent widget across all pages in a service portal, what type of configuration is required?

Answer 62

Create a Service Portal Agent Chat Configuration record.

Question 63

What tool provides you with the required steps for implementing Virtual Agent for your environment?

Answer 63

Conversational Interfaces Guided Setup

Question 64

When duplicating pre-built VA topics, which application scope should you use?

Answer 64

The same application scope as the VA topic.

Question 65

When can users receive actionable notifications?

Answer 65

Users can receive actionable notifications when not in an active conversation with a virtual or live agent.

Question 66

What application can you install to get insights into your conversational data?

Answer 66

Conversational Analytics

Question 67

T | F: Duplicating pre-built topics can decrease implementation time.

Answer 67

True

Question 68

To disable/enable options available under the Support Options menu, which record should you modify?

Answer 68

Branding and Chat Menu Settings

Question 69

For each intent you are implementing, how many utterances should you collect from people in your company?

Answer 69

15-30 utterances

Question 70

At a minimum, which role is required to build and manage NLU models?

Answer 70

nlu_admin

Question 71

Which type of entity is best for identifying patterns?

Answer 71

Pattern Entity

Question 72

If you need to overwrite the meaning of a word, phrase, or acronym, what should you create?

Answer 72

Vocabulary

Question 73

Which NLU entities can you choose from when enabling NLU on a node?

Answer 73

Any entity associated to the mapped intent

Question 74

T | F: A NLU intent can only be mapped to one active VA topic.

Answer 74

True

Question 75

Which Virtual Agent Designer controls allows NLU entity extraction?

Answer 75

User Input Controls

Question 76

To launch Virtual Agent on Now Mobile, what type of Action Function should you create?

Answer 76

Chat Launcher