ServiceNow Micro-Certification – Virtual Agent Practice Exam

The ServiceNow Micro-Certification – Virtual Agent is a focused credential that certifies an individual's ability to configure, deploy, and manage Virtual Agent solutions within the ServiceNow platform. The certification assess your skills in using ServiceNow’s Virtual Agent to automate conversational workflows, handle customer inquiries, and enhance service delivery through AI-powered chatbots. The certification is suitable for professionals engaged in configuring chatbots and interactive solutions to streamline customer support and internal operations.
Why is ServiceNow Micro-Certification – Virtual Agent important?

• Verifies expertise in setting up and configuring Virtual Agents on the ServiceNow platform.
• Demonstrates knowledge of conversational workflow automation.
• Supports skills in managing ServiceNow AI-driven solutions for customer and employee service.
• Enhances understanding of how Virtual Agents improve service efficiency and reduce operational costs.
• Provides a specialized skill for roles involved in digital transformation and customer experience.

Who should take the ServiceNow Micro-Certification – Virtual Agent Exam?

• ServiceNow Developer
• Virtual Agent/Chatbot Developer
• Service Desk Specialist
• Customer Support Engineer
• IT Service Management (ITSM) Specialist
• Digital Transformation Specialist

Skills Evaluated

Candidates taking the certification exam on the ServiceNow Micro-Certification – Virtual Agent is evaluated for the following skills:

• Configuring and deploying ServiceNow Virtual Agents.
• Building and optimizing conversational workflows.
• Utilizing Natural Language Understanding (NLU) for improved user interaction.
• Troubleshooting Virtual Agent issues and optimizing response accuracy.
• Managing and implementing AI-driven solutions for enhanced user support.

ServiceNow Micro-Certification – Virtual Agent Certification Course Outline
The ServiceNow Micro-Certification – Virtual Agent Certification covers the following topics -

1. Overview of Virtual Agent
2. Configuring Virtual Agent
3. Using Virtual Agent in ServiceNow
4. Virtual Agent Designer and Creating new Topics