What capacity in the ServiceNow application can be configured to allow end users to intercept and resolve submitted incidents when using virtual agent?

What capacity in the ServiceNow application can be configured to allow end users to intercept and resolve submitted incidents when using virtual agent?

• A. Incident Auto-Resolution
• B. Incident Routing
• C. Incident Triage
• D. Incident Escalation

Answer: (A)

End users intercepting and resolving incidents through a virtual agent relies on an automation capability that can close issues without agent intervention. That capability is Incident Auto-Resolution. It lets the Virtual Agent apply predefined resolution steps, run automated playbooks, and close the ticket when the issue matches known fix flows. This is different from routing, which only directs the ticket to the right team; triage, which classifies and prioritizes; and escalation, which hands off to higher-support levels if needed. With auto-resolution configured, common issues can be resolved by end users through the chat flow, improving first-contact resolution and reducing manual work.

End users intercepting and resolving incidents through a virtual agent relies on an automation capability that can close issues without agent intervention. That capability is Incident Auto-Resolution. It lets the Virtual Agent apply predefined resolution steps, run automated playbooks, and close the ticket when the issue matches known fix flows. This is different from routing, which only directs the ticket to the right team; triage, which classifies and prioritizes; and escalation, which hands off to higher-support levels if needed. With auto-resolution configured, common issues can be resolved by end users through the chat flow, improving first-contact resolution and reducing manual work.