CSA EXAM QUESTIONS (QUIZBANK) | 679 ACTUAL QUESTIONS AND
ANSWERS | 2026 UPDATE | WITH COMPLETE SOLUTION.
Automated Chatting agent available on the service portal is commonly referred
to as?
Agentless Bot
Chatbot
Alexa
System Bot
Virtual Agent Answer - Virtual Agent
What helps users perform common tasks, obtain information, and make
decisions?
Virtual Agent
Virtual Attendant
Jarvis
Augmented Attendant
Alexa Now Answer - Virtual Agent
What is a conversation bot that provides help to users day or night?
Virtual Attendant
Watson
Virtual Agent
Augmented Agent
,IA Agent Answer - Virtual Agent
How can users interact with agents at their convenience through Virtual agent?
Synchronous chat in the web channel
Asynchronous chat in the web channel
Proactive Messaging in the web channel
Offline mode in the web chann Answer - Asynchronous chat in the web
channel
Virtual agent capabilities include which three of the following?
Answering FAQs
Elevated role functions
Providing tutorial ("how to") information
Performing diagnostics
Translating conversations Answer - Answering FAQs
Providing tutorial ("how to") information
Performing diagnostics
Select three things a Virtual Agent can access:
Flows & Workflows
Knowledge Bases
Service Catalog
Playbooks created with the Process Automation Designer
System records Answer - Knowledge Bases
Service Catalog
System records
,Which capability allows end users to configure virtual agent to intercept and
help resolve submitted incidents?
Incident Intercept Resolution
Problem Auto Resolution
Web Intelligence
Issue Auto Resolution
Virtual Agent helper
Ticket Resolver Answer - Issue Auto Resolution
Restate three support tasks can be automated using a virtual agent using the
list below.
Perform diagnostics
Provide information
Translating conversations
Answering FAQs
Translating FAQs Answer - Perform diagnostics
Provide information
Answering FAQs
Link unfurling enables previews of which three kinds of URLs are in virtual
agent conversations?
Tasks
Texts
Work notes
Videos
Images
Email notifications Answer - Texts
, Videos
Images
Name three purposes of the Virtual Agent is to help users?
Perform common work tasks
Update financial records
Obtain information
Make decisions Answer - Perform common work tasks
Obtain information
Make decisions
Which conversational interface allows you to preview and modify a catalog
item in catalog builder?
Catalog annotator
Service Portal Connect Chat
Virtual Agent
Native Connect Chat Answer - Virtual Agent
Virtual agent capabilities include which three of the following?
Translating Languages
Querying or updating records (for example, get the status on cases or
incidents)
Gathering data, such as attachments, for the agent
Performing Elevated role functions
Resolving multi-step problems Answer - Querying or updating records (for
example, get the status on cases or incidents)
Gathering data, such as attachments, for the agent
ANSWERS | 2026 UPDATE | WITH COMPLETE SOLUTION.
Automated Chatting agent available on the service portal is commonly referred
to as?
Agentless Bot
Chatbot
Alexa
System Bot
Virtual Agent Answer - Virtual Agent
What helps users perform common tasks, obtain information, and make
decisions?
Virtual Agent
Virtual Attendant
Jarvis
Augmented Attendant
Alexa Now Answer - Virtual Agent
What is a conversation bot that provides help to users day or night?
Virtual Attendant
Watson
Virtual Agent
Augmented Agent
,IA Agent Answer - Virtual Agent
How can users interact with agents at their convenience through Virtual agent?
Synchronous chat in the web channel
Asynchronous chat in the web channel
Proactive Messaging in the web channel
Offline mode in the web chann Answer - Asynchronous chat in the web
channel
Virtual agent capabilities include which three of the following?
Answering FAQs
Elevated role functions
Providing tutorial ("how to") information
Performing diagnostics
Translating conversations Answer - Answering FAQs
Providing tutorial ("how to") information
Performing diagnostics
Select three things a Virtual Agent can access:
Flows & Workflows
Knowledge Bases
Service Catalog
Playbooks created with the Process Automation Designer
System records Answer - Knowledge Bases
Service Catalog
System records
,Which capability allows end users to configure virtual agent to intercept and
help resolve submitted incidents?
Incident Intercept Resolution
Problem Auto Resolution
Web Intelligence
Issue Auto Resolution
Virtual Agent helper
Ticket Resolver Answer - Issue Auto Resolution
Restate three support tasks can be automated using a virtual agent using the
list below.
Perform diagnostics
Provide information
Translating conversations
Answering FAQs
Translating FAQs Answer - Perform diagnostics
Provide information
Answering FAQs
Link unfurling enables previews of which three kinds of URLs are in virtual
agent conversations?
Tasks
Texts
Work notes
Videos
Images
Email notifications Answer - Texts
, Videos
Images
Name three purposes of the Virtual Agent is to help users?
Perform common work tasks
Update financial records
Obtain information
Make decisions Answer - Perform common work tasks
Obtain information
Make decisions
Which conversational interface allows you to preview and modify a catalog
item in catalog builder?
Catalog annotator
Service Portal Connect Chat
Virtual Agent
Native Connect Chat Answer - Virtual Agent
Virtual agent capabilities include which three of the following?
Translating Languages
Querying or updating records (for example, get the status on cases or
incidents)
Gathering data, such as attachments, for the agent
Performing Elevated role functions
Resolving multi-step problems Answer - Querying or updating records (for
example, get the status on cases or incidents)
Gathering data, such as attachments, for the agent
