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ServiceNow.CSA.v2026-04-20.q216
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Question 132/216

The testing team needs to be able to perform activities in the test instance, as though they are a member of the Service Desk group. What role would they need to be able to switch between user accounts, without logging out and back in?

A. service_desk

B. impersonator

C. admin

D. incognito

Correct Answer: B

In ServiceNow, the impersonation feature allows users to temporarily act as another user without having to log out and log back in. This is particularly useful for testing and troubleshooting.
Why is "impersonator" the Correct Answer?
Allows Users to Switch Between Accounts Without Logging Out
Users with the impersonator role can impersonate other users from the User Menu (top-right of the screen).
This allows them to see what the other user sees, including roles, permissions, and UI settings.
Commonly Used in Testing and Troubleshooting
Helps test permissions, workflows, and security settings without needing multiple login sessions.
QA and testing teams often use impersonation to validate how different users interact with the system.
Does Not Grant Admin-Level Permissions
Unlike the admin role, impersonator only allows switching between users, without providing system-wide control.
How to Impersonate a User in ServiceNow:
Click on your profile icon (top-right corner).
Select Impersonate User from the dropdown.
Search for and select the user to impersonate.
ServiceNow will reload, and you will now be acting as that user.
Incorrect Answer Choices Analysis:
A . service_desk
❌ Incorrect - This is a functional role for Service Desk agents but does not allow impersonation.
C . admin
❌ Incorrect - While admins can impersonate users, the admin role is not required for impersonation. The impersonator role alone is sufficient.
D . incognito
❌ Incorrect - No such role exists in ServiceNow.
Official ServiceNow Documentation Reference:
ServiceNow Docs - Impersonation Feature
📖 How to Impersonate a User
ServiceNow Docs - Roles and Permissions
📖 Understanding the Impersonator Role
Conclusion:
The correct answer is:
✅ B. impersonator
The impersonator role allows users to switch between user accounts without logging out, making it ideal for testing and troubleshooting.

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