When you are viewing a record, like an incident, how can you detect if someone else is also actively working on the Incident? (Choose 2 answers)

Question

Options

• AA chat bubble automatically launches, so you can collaborate
• BAn icon appears to the left of fields that have been updated by other users
• CA notification appears asking the new user to collaborate
• DThe Work notes list contains names of the other users
• EUser presence icon shows initials of users actively viewing the record

• A
  6% (2)
• B
  88% (30)
• C
  3% (1)
• D
  3% (1)

Explanation

ServiceNow provides two visual indicators when multiple users are viewing the same record simultaneously: user presence icons (E) display the initials of other active viewers directly on the record, and field-level change icons (B) appear beside any fields that another user has recently updated, alerting you to concurrent edits. Options A and C are incorrect because ServiceNow does not automatically launch a chat bubble or send a collaboration notification - no unsolicited communication is triggered by co-viewing. Option D is incorrect because Work Notes is a communication log for documenting activity, not a real-time presence indicator showing who is currently viewing the record.

Memory tip: Think "See who's there, see what they changed" - the presence icon (initials) tells you who is actively there, and the field icon tells you what they changed. Both are silent, visual cues - no pop-ups, no notifications.

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