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ServiceNow CIS-CSM Exam - Topic 5 Question 91 Discussion

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
C) Rolls up the current chat history towards an existing case
A) Routes the chat towards another group
B) Uses response templates to Insert as text in a conversation
D) Rejects an incoming chat and moves it automatically to the general queue

ServiceNow CIS-CSM Exam - Topic 5 Question 91 Discussion

Actual exam question for ServiceNow's CIS-CSM exam
Question #: 91
Topic #: 5
[All CIS-CSM Questions]

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

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Suggested Answer: C

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

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Goldie
6 months ago
Really? I thought /r was for rejecting chats.
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Cherry
6 months ago
I agree with Jesusita, seems like the right answer!
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William
6 months ago
Wait, are you sure? I thought it was about response templates.
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Garry
6 months ago
Nah, it's definitely about routing chats to another group.
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Jesusita
7 months ago
I think /r rolls up the chat history to a case.
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Jesusita
7 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
7 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
7 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
8 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
8 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
8 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
8 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
8 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
1 year 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
1 year ago
Option A? Routing the chat to another group? What is this, a choose-your-own-adventure book?
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Chaya
12 months ago
That makes sense. I can see how that would be really helpful for agents.
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Dell
12 months ago
Exactly! It saves time and ensures consistency in responses.
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Willetta
1 year ago
Oh, I see. So, the /r quick action helps agents respond quickly with pre-written messages?
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Reyes
1 year 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
1 year 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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Leila
1 year ago
I'm going to have to go with option C. Rolling up the chat history to an existing case makes the most sense for the /r quick action.
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Samira
12 months ago
I'm not sure, but I think option A might be the right answer. Routing the chat to another group could be helpful.
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Paz
12 months ago
I agree with you, option B seems like a good choice for the /r quick action.
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Gearldine
1 year ago
I think option B is the correct answer. Using response templates can really speed up the conversation.
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Mindy
1 year ago
Option B seems the most logical choice here. Using response templates to insert text in the conversation is a great way to work efficiently.
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Lashanda
1 year ago
Yes, it's a quick and easy way to provide consistent answers to common questions.
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Stephane
1 year ago
I agree, using response templates can save a lot of time.
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Gussie
1 year ago
User 3: No, I believe it uses response templates to insert as text in a conversation.
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Shanda
1 year ago
User 2: I think it routes the chat towards another group.
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Jaclyn
1 year ago
User 1: What does the /r quick action do in Workspace Chat?
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