Exam CSA topic 1 question 174 discussion

B Virtual Agent. Bit frustrated with the lack of correct responses I'm seeing — agent assist is a feature that allows an agent to find related articles/incidents etc. to help resolve the case. Not conversational whatsoever

Virtual Agent is conversational due to NLU and will present KB articles to end users by utilizing AI search capabilities.

Virtual Agent: Increase deflections by empowering your employees and customers to serve themselves using a friendly messaging interface, featuring pre-built conversations powered by artificial intelligence.

in the Washington version , the answer is Virtual Agent

Virtual Agent is the answer https://docs.servicenow.com/bundle/washingtondc-release-notes/page/release-notes/now-platform-capabilities/virtual-agent-rn.html#:~:text=The%20ServiceNow%C2%AE%20Virtual%20Agent,to%20perform%20common%20work%20tasks.

A is the correct answer: Page 48 of the ServiceNow Administration Fundamentals - Vancouver edition: Lab step 2: Select the Agent Assist Icon to display the Agent Assist panel, then select and read the "Mobile Event App for Staff- Error 555" article. Lab Step 3: Select attached to share this information with the Caller

I think the answer is B. Agent assist provides agents with automatic search results that show possible solutions for records they open. Configure Agent assist in Configurable Workspace by configuring a record page with a Glide form data source and a Contextual Sidebar. For more information, see Agent assist Overview on the ServiceNow Developer Site.Benefits of Virtual Agent Redefine your support experience Provide intelligent exchanges powered by generative AI and automated resolutions to common issues. Provide self-service anytime Let users get resolutions in seconds. No need to wait for an available live agent. See immediate business value Get instant ROI with guided setup, prebuilt conversations, integrations, and configuration tools. Increase deflections and agent productivity Route issues to a chatbot automatically. Reduce call volumes and increase efficiency.

A is the correct answer: Page 48 of the ServiceNow Administration Fundamentals - Vancouver edition: Lab step 2: Select the Agent Assist Icon to display the Agent Assist panel, then select and read the "Mobile Event App for Staff- Error 555" article. Lab Step 3: Select attached to share this information with the Caller

A is the correct answer: Page 48 of the ServiceNow Administration Fundamentals - Vancouver edition: Lab step 2: Select the Agent Assist Icon to display the Agent Assist panel, then select and read the "Mobile Event App for Staff- Error 555" article. Lab Step 3: Select attached to share this information with the Caller.

b is correct