In ServiceNow Knowledge Management, knowledge articles must be in a specific state before they can be visible to end users. The correct state that allows users to view the article is Published.
Understanding Knowledge Article States
Knowledge articles in ServiceNow go through a lifecycle that includes the following states:
Draft - The article is being created or edited and is not visible to end users.
Review - The article is under internal review by approvers before publication. It remains hidden from users.
Published - The article is approved and publicly available to users who have access to the Knowledge Base.
Retired - The article is no longer relevant or has been replaced. It is not visible to end users.
Why is "Published" the Correct Answer?
Only Published articles appear in the Knowledge Base and can be accessed by users.
Articles in Draft, Review, or Retired states are not visible to the general audience.
Why the Other Options Are Incorrect?
B . Drafted - Articles in Draft are still being written or edited and cannot be accessed by users.
C . Retired - Retired articles are considered obsolete and are no longer displayed in the Knowledge Base.
D . Reviewed - Articles in Review are under approval but are not yet visible to users.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Knowledge Article States
https://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/knowledge-management/concept/knowledge-article-states.html ServiceNow CSA Official Training Guide (Knowledge Management Lifecycle & Publishing Workflow) This confirms that a knowledge article must be in the "Published" state to be visible to users in the Knowledge Base.