In ServiceNow Knowledge Management, User Criteria is the best practice method for restricting access to knowledge articles.
Why is "User Criteria" the Correct Answer?
Controls Who Can Read or Contribute to a Knowledge Base
Read Access - Determines which users can view articles in a Knowledge Base.
Contribute Access - Determines which users can create, edit, or publish articles.
Can Be Based on Multiple Factors
User Criteria can include or exclude users based on:
Roles
Groups
Departments
Locations
Flexible & Scalable
Instead of manually assigning permissions article-by-article, User Criteria applies rules to the entire Knowledge Base.
This method provides a centralized way to manage permissions for large teams.
Incorrect Answer Choices Analysis:
A . Categories
❌ Incorrect - Categories organize knowledge articles into groups, but they do not control access.
B . Roles
❌ Incorrect - While roles can be used within User Criteria, they alone do not determine access.
User Criteria provides more granular control than just assigning roles.
D . Groups
❌ Incorrect - Groups can be included in User Criteria, but groups alone do not directly control knowledge access.
Official ServiceNow Documentation Reference:
ServiceNow Docs - User Criteria for Knowledge Management
📖 User Criteria Overview
ServiceNow Docs - Managing Knowledge Base Permissions
📖 How to Configure Knowledge Access