When are platform changes considered a customization?

• A. When they require an implementation spread across all project phases
• B. If they are NOT applied through built-in tools on the NOW platform
• C. When they are solely implemented for a custom application
• D. When there are business demands for custom functionality that is not offered out of the box

Answer: (D)

Customization happens when you need functionality that isn’t provided by the platform’s out-of-the-box features. If a business requirement can’t be met using built-in tools and configurations, you create a bespoke solution—such as code, scripts, or a custom app—to deliver that capability. That’s exactly what this option describes: there are business demands for custom functionality that isn’t offered out of the box.

If a change can be achieved with existing configuration or built-in tools, it’s considered configuration rather than customization. The other options don’t define the boundary as clearly, because the need for a feature not offered out of the box is the defining factor.