ServiceNow CIS-CSM free question 10 / 10 · Domain 5: CSM Best Practices and Knowledge Management
New agent Yamada works cases in CRM Workspace. Based on the text in the Short description field of the case, related knowledge articles are listed in the contextual side panel without Yamada typing a search, and Yamada can attach them to the case. Which feature is this?
- Flow Designer
- Virtual Agent
- Agent Assist
- Predictive Intelligence
Show the answer and explanation
Answer: C
Why this is correct
Agent Assist displays contextual search results based on the text entered in the Short description field on the Case form. The results include knowledge articles and other information such as open or resolved cases and community content, and the agent can attach an article to the case.
Why the other options are wrong
"Flow Designer" … Flow Designer is where flows that automate processes are built. It is a design tool, not a panel on the Case form.
"Virtual Agent" … Virtual Agent is the conversational bot that customers chat with. It is not the panel the agent sees on the Case form.
"Predictive Intelligence" … With the Predictive Intelligence for CSM plugin, Similar Knowledge Articles becomes one more search source. It is a source chosen inside the Agent Assist panel, not the panel itself.
Key point
The aim is to save the agent from searching. Candidates appear without the agent having to think of keywords.
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