Connect Chatis the real-time messaging tool in ServiceNow that allows logged-in users to communicate instantly within the platform. It provideslive, interactive conversationsbetween users, which is particularly useful for collaboration in IT Service Management (ITSM), HR, and other ServiceNow modules.
Primary Functionality:
Enablesreal-time conversationswithin ServiceNow.
Allows communication betweenindividual users, groups, and support teams.
Can be integrated into variousServiceNow applications(e.g., Incident Management, HR Service Delivery).
Where to Access It:
Users can accessConnect Chatfrom theConnect Sidebar(a chat window on the right side of the screen).
Available under:All → Connect Chat.
Key Features:
Supportsone-on-one and group conversations.
Integrates withwork notes and commentson ServiceNow records.
Providesnotifications and presence indicatorsto show who is online.
Understanding Connect Chat:
B. Now Messenger– Incorrect.
No such tool calledNow Messengerexists in ServiceNow.
C. User Presence– Incorrect.
User Presenceallows users to seewho is onlinein the system but does not provide chat functionality.
D. Comments– Incorrect.
Commentsare used to provideasynchronous updateson records but do not enablereal-time communication.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Connect Chat
ServiceNow CSA Study Guide → Collaboration Tools in ServiceNow
ServiceNow Knowledge Base → Connect Chat vs. User Presence
References from Certified System Administrator (CSA) Documentation:
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