Virtual Agent Flashcards
CSAP0369 ( Category: Virtual Agent )
Virtual agent capabilities include which three of the following?
Translating Languages
Querying or updating records (for example, get the status on cases or incidents)
Gathering data, such as attachments, for the agent
Performing Elevated role functions
Resolving multi-step problems
✓Answer:
Querying or updating records (for example, get the status on cases or incidents)
Gathering data, such as attachments, for the agent
Resolving multi-step problems
CSAP0370 ( Category: Virtual Agent )
Name three purposes of the Virtual Agent is to help users?
Perform common work tasks
Update financial records
Obtain information
Make decisions
✓Answer:
Perform common work tasks
Obtain information
Make decisions
CSAP0466 ( Category: Virtual Agent )
Which three, third-party messaging apps are supported by Virtual Agents?
Workplace
Microsoft Teams
Slack
Google Hangouts
✓Answer:
Workplace
Microsoft Teams
Slack
CSAP0531 ( Category: Virtual Agent )
Which three from the list below, does Virtual Agent offer a web-based interface for?
BlackBerry
Service Portal
iOS
Android
✓Answer:
Service Portal
iOS
Android
CSAP0582 ( Category: Virtual Agent )
What is a conversation bot that provides help to users day or night?
Virtual Attendant
Watson
Virtual Agent
Augmented Agent
IA Agent
✓Answer:
Virtual Agent
CSAP0674 ( Category: Virtual Agent )
What helps users perform common tasks, obtain information, and make decisions?
Virtual Agent
Virtual Attendant
Jarvis
Augmented Attendant
Alexa Now
✓Answer:
Virtual Agent
CSAP0765 ( Category: Virtual Agent )
Which conversational interface allows you to preview and modify a catalog item in catalog builder?
Catalog annotator
Service Portal Connect Chat
Virtual Agent
Native Connect Chat
✓Answer:
Virtual Agent
CSAP0772 ( Category: Virtual Agent )
How can you deactivate link unfurling feature in Virtual agent conversations?
By updating system property cs.re_enable_link_unfurling to true.
By deactivating UI scripts
By deactivating Business Rules
By updating system property com.glide.cs.enable_link_unfurling to false.
By deactivating Client Scripts
By updating system property com.glide.cs.disable_link_unfurling to true.
✓Answer:
By updating system property com.glide.cs.enable_link_unfurling to false.
CSAP0778 ( Category: Virtual Agent )
The ServiceNow virtual agent provides assistance within a messaging interface.
Which capability allows end users to configure virtual agent to intercept and help resolve submitted incidents?
Incident Intercept Resolution
Problem Auto Resolution
Web Intelligence
Issue Auto Resolution
Virtual Agent helper
Ticket Resolver
✓Answer:
Issue Auto Resolution
CSAP0795 ( Category: Virtual Agent )
What generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response.
Link sharing
Link unfurling
Web client unfurling
Channel unfurling
Link furling
✓Answer:
Link unfurling
CSAP0830 ( Category: Virtual Agent )
How can users interact with agents at their convenience through Virtual agent?
Synchronous chat in the web channel
Asynchronous chat in the web channel
Proactive Messaging in the web channel
Offline mode in the web channel
✓Answer:
Asynchronous chat in the web channel
CSAP0908 ( Category: Virtual Agent )
Restate three support tasks can be automated using a virtual agent using the list below.
Perform diagnostics
Provide information
Translating conversations
Answering FAQs
Translating FAQs
✓Answer:
Perform diagnostics
Provide information
Answering FAQs
CSAP0792 ( Category: Virtual Agent )
Link unfurling enables previews of which three kinds of URLs are in virtual agent conversations?
Tasks
Texts
Work notes
Videos
Images
Email notifications
✓Answer:
Texts
Videos
Images
CSAP1000 ( Category: Virtual Agent )
Automated Chatting agent available on the service portal is commonly referred to as?
Agentless Bot
Chatbot
Alexa
System Bot
Virtual Agent
✓Answer:
Virtual Agent
CSAP1527 ( Category: Virtual Agent )
Select three things a Virtual Agent can access:
Flows & Workflows
Knowledge Bases
Service Catalog
Playbooks created with the Process Automation Designer
System records
✓Answer:
Knowledge Bases
Service Catalog
System records
