ServiceNow CIS-CSM Exam - Topic 5 Question 91 Discussion

Actual exam question for ServiceNow's CIS-CSM exam

Question #: 91
Topic #: 5

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

ARoutes the chat towards another group

BUses response templates to Insert as text in a conversation

CRolls up the current chat history towards an existing case

DRejects an incoming chat and moves it automatically to the general queue

Show Suggested Answer

Suggested Answer: C

by Hubert at Mar 18, 2025, 08:46 PM

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Goldie

4 months ago

Really? I thought /r was for rejecting chats.

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Cherry

4 months ago

I agree with Jesusita, seems like the right answer!

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William

5 months ago

Wait, are you sure? I thought it was about response templates.

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Garry

5 months ago

Nah, it's definitely about routing chats to another group.

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Jesusita

5 months ago

I think /r rolls up the chat history to a case.

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Jesusita

5 months ago

I’m leaning towards /r rejecting chats and sending them to the general queue, but I’m not completely confident in that answer.

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Lina

6 months ago

I definitely saw a question similar to this in our review, and I think /r is about using response templates, but I could be mixing it up with another action.

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Justine

6 months ago

I remember practicing with quick actions, and I feel like /r could be about rolling up chat history to a case, but I can't recall the exact details.

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Fletcher

6 months ago

I think the /r quick action might be related to routing chats, but I'm not entirely sure if it's specifically for groups or something else.

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Fatima

6 months ago

Based on my understanding of Workspace Chat, the /r action probably rolls up the current chat history towards an existing case. I'll select option C.

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Gwenn

6 months ago

The /r action sounds like it might have something to do with templates or canned responses, so I'm leaning towards option B.

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Rocco

7 months ago

Hmm, I'm not sure about this one. The options seem a bit tricky. I'll have to think it through carefully.

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Vilma

7 months ago

I think the /r quick action routes the chat towards another group, so I'll go with option A.

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James

11 months ago

Personally, I'd use the /r quick action to summon a dragon to handle the chat for me. Efficiency through mystical means!

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Kiley

11 months ago

Option A? Routing the chat to another group? What is this, a choose-your-own-adventure book?

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Chaya

10 months ago

That makes sense. I can see how that would be really helpful for agents.

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Dell

10 months ago

Exactly! It saves time and ensures consistency in responses.

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Willetta

11 months ago

Oh, I see. So, the /r quick action helps agents respond quickly with pre-written messages?

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Reyes

11 months ago

No, it's not routing the chat to another group. It's actually using response templates to insert as text in a conversation.

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Erinn

12 months ago

Hmm, I'm not sure about this one. But I'm definitely going to avoid option D, rejecting a chat and sending it to the general queue doesn't sound very efficient to me.

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