In ServiceNow,User Criteriadefine conditions that determinewhich userscancreate, read, write, and retireknowledge articles in aKnowledge Base (KB). User Criteria help enforceaccess controland ensure that only authorized users can interact with specific knowledge bases.
Control who canread, contribute, edit, or retireknowledge articles.
Based onroles, groups, departments, locations, or custom conditions.
Applied at theKnowledge Base level, affecting all articles within that KB.
Can be combined using " Must match all " or " Match any " logic.
Example 1: Restricting Read Access
A knowledge base for IT Support should be accessibleonly to IT employees.
User Criteria:Department = IT, OR Role = itil
Only IT employees or ITIL users can read articles in this KB.
Example 2: Controlling Who Can Contribute
OnlyHR staffshould be allowed to create or update HR-related knowledge articles.
User Criteria:Group = HR Team, OR Role = knowledge_manager
Only HR Team members and Knowledge Managers can contribute.
User Criteriais the official term in ServiceNow for defining access control conditions for knowledge articles.
It allows precise control over who canread, create, write, or retirearticles.
It is a feature within theKnowledge Management application.
A. User Conditions – Incorrect
No such concept exists in ServiceNow. User Criteria, not " User Conditions, " determine knowledge article access.
B. User Info – Incorrect
" User Info " refers to details stored in thesys_usertable (e.g., name, email) but does not define knowledge permissions.
D. User Permissions – Incorrect
While permissions exist in ServiceNow (via roles and ACLs),User Criteriaspecifically manageKnowledge Baseaccess.
ServiceNow Docs: User Criteria for Knowledge Management
ServiceNow CSA Study Guide – Knowledge Management Permissions
ServiceNow Product Documentation: Configuring Knowledge Base Access
Key Features of User Criteria:Examples of User Criteria:Why " C. User Criteria " is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
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