ServiceNow Certified Implementation Specialist – Customer Service Management — Question 91

In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Answer options

• A. Rejects an incoming chat and moves it automatically to the “General” queue
• B. Routes the chat towards another group
• C. Uses response templates to insert as text in a conversation
• D. Rolls up the current chat history towards an existing case

Correct answer: C

Explanation

The correct answer is C, as the /r quick action allows agents to utilize pre-defined response templates to quickly insert text into a conversation. Options A and B refer to actions that involve chat management and routing, while option D pertains to case management, none of which relate to inserting text using templates.