ServiceNow Certified System Administrator — Question 212

Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface?

Answer options

• A. Agent Assist
• B. Virtual Agent
• C. Now Messenger
• D. Connect Agent

Correct answer: B

Explanation

The correct answer is B, Virtual Agent, as it is specifically designed to facilitate interactions through a conversational interface, providing users access to knowledge articles. Options A (Agent Assist) and D (Connect Agent) focus on assisting agents rather than providing user-facing knowledge articles, and C (Now Messenger) is primarily a communication tool without the specific capability of delivering knowledge content.