TheServiceNow Virtual Agentis an AI-powered chatbot that assists userswithin a messaging interface(such as Microsoft Teams, Slack, or Service Portal). It helpsautomate resolutions and guide usersthrough common IT and HR issues.
Incident Auto-ResolutionallowsVirtual Agenttoautomatically detect, intercept, and resolve incidentsbefore they reach a human agent.
It appliesmachine learning (ML) and predefined rulesto determine whether a ticketcan be resolved through automation.
If an issuematches a known solution, the Virtual Agentprovides the resolution stepsto the user.
If self-resolution fails, the ticket isescalated to an agent.
It is anofficial feature in ServiceNow Virtual Agent.
It allows the chatbot tointercept incidentsand attempt resolution before escalation.
B. Ticket Resolver→Incorrect
"Ticket Resolver" isnot an official ServiceNow feature.
C. Virtual Agent Helper→Incorrect
No feature called "Virtual Agent Helper" exists in ServiceNow.
D. Web Intelligence→Incorrect
Web Intelligenceisnot related to ServiceNow Virtual Agent.
What is Incident Auto-Resolution?Why is "A. Incident Auto-Resolution" the Correct Answer?Why the Other Options Are Incorrect?
ServiceNow Docs: Virtual Agent & Incident Auto-Resolutionhttps://docs.servicenow.com/en-US/bundle/utah-virtual-agent/page/administer/virtual-agent/concept/incident-auto-resolution.html
References from Certified System Administrator (CSA) Documentation:This confirms that"Incident Auto-Resolution" is the correct answer, as it allowsVirtual Agent to intercept and resolve submitted incidents automatically.
