[Reference:If anew Service Desk employee in Latin Americanotices incorrectcreate dates and timesin theirIncident list, it is most likely due to a mismatch between theirpersonal time zone settings and the system's time zone settings., Why is the Correct Answer "Have them use the gear icon to set the employee’s time zone"?ServiceNow allows each user to set their personal time zone:, Users can update theirtime zonethrough theSettings (gear icon) > Preferences > Time zoneoption in the top-right corner of their instance., Time zones in ServiceNow affect date/time fields:, If the user's personal time zone is incorrect, all timestamps (e.g.,created, updated, resolved times) may appear incorrect., Instance-level vs. User-level time zones:, The ServiceNowinstance has a default time zone(set in System Properties)., However, individual users can override this setting usingtheir profile preferences., Why Not the Other Options?A. Have them clear their cache:Clearing cache refreshes stored data butdoes not affect time zone settings., C. Recommend they use Chrome instead of Explorer:Browser choicedoes not impact time zone settingsin ServiceNow., D. Use the system properties to correct the instance’s time zone:This would change theentire instance’stime zone for all users, which isnot necessaryin this case., E. Have them correct the time zone on their computer:While this might help in some applications,ServiceNow uses the user’s profile settings for time zone calculations, not the local computer settings., References from the Certified System Administrator (CSA) Official Documentation:How to Set User Preferences in ServiceNow:ServiceNow Docs, Time Zone Management in ServiceNow:Knowledge Base, By setting theirpersonal time zonein their user settings, the Service Desk employee will seecorrect timestampswithout affecting other users., , , ]