Final answer:
CXone Expert templates help organize customer service management documentation by providing a structured and uniform format that can be either edited or newly created.
Step-by-step explanation:
The student's question is about what virtual agent templates for Customer Service Management include. When working with CXone Expert templates, they serve as guides to help organize and document various processes or information, ensuring the documentation has a consistent flow and uniformity. Documentation can be more professional and easier to follow when editing existing templates or createing new ones tailored to specific needs. This adaptability in creating or modifying templates is especially beneficial in customer service management, where precise and clear information is necessary to provide excellent service.