ServiceNow Virtual Agent Tier 2 Support Tasks Quiz Explained

Virtual agents play a key role in scaling support operations by handling routine yet time-consuming tasks. This question focuses on the typical Tier 2 support activities that virtual agents can perform, allowing human agents to concentrate on more complex issues.

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❓ Quiz Question

What are the typical Tier 2 support tasks that virtual agents can perform so that support agents can focus on more complex user issues?

👉 Select 3 answers from the options below.

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✅ Correct Answers

✔ Answering FAQs
✔ Providing how-to information
✔ Performing diagnostics

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❌ Incorrect Option

• Impersonating users

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🔍 Detailed Explanation

Virtual agents are designed to automate repeatable, structured support tasks. By doing so, they reduce agent workload, improve response times, and provide consistent user experiences.

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✔️ Why the Correct Answers Are True

🟢 Answering FAQs

Virtual agents can instantly respond to:

• Common questions

• Policy-related queries

• Known issues and standard requests

This ensures users get quick answers without waiting for a live agent.

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🟢 Providing How-To Information

Virtual agents are well-suited for:

• Step-by-step guidance

• Tutorials and self-help instructions

• Navigational assistance

This empowers users to resolve issues independently.

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🟢 Performing Diagnostics

Virtual agents can:

• Ask structured diagnostic questions

• Collect system or issue details

• Identify potential causes before escalation

This shortens resolution times when cases are handed to human agents.

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🧩 Additional Tier 2 Capabilities

Beyond the selected answers, virtual agents can also:

• Query or update records (such as checking case or incident status)

• Gather attachments or additional information

• Resolve multi-step, rule-based problems

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❌ Why Impersonating Users Is Incorrect

🚫 Impersonating Users

• Impersonation is typically limited to live agents

• Used mainly for testing and troubleshooting

• Usually restricted to non-production environments

Virtual agents do not impersonate users.

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🧠 Overall Explanation Summary

• Virtual agents handle repeatable Tier 2 tasks

• They reduce workload for human agents

• Typical tasks include FAQs, how-to guidance, diagnostics, and data collection

• Impersonation is not part of virtual agent functionality

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🏁 Final Thoughts

For exams and real-world scenarios, remember:

Virtual agents automate routine support work—humans handle the complexity.

This distinction helps quickly identify correct answers.