ServiceNow Certified Implementation Specialist – Customer Service Management — Question 185

What are benefits of me Conversation History feature? (Choose two.)

Answer options

• A. Shorter calls for agents by reducing the time to search for information
• B. A customized admin chat toolbar with emojis for agents to use in chat messages
• C. Improved customer satisfaction as agents can respond to and resolve customer issues faster
• D. Better language management by flagging key words and alerting chat managers when agents use one or more of those words

Correct answer: A, C

Explanation

The correct options A and C emphasize efficiency and customer satisfaction, as the Conversation History feature helps agents find information faster and respond more promptly to customer inquiries. Options B and D do not directly relate to the main benefits of the Conversation History feature; B focuses on customization rather than efficiency, and D addresses language management, which is not a primary advantage of this feature.