InServiceNow Knowledge Management,User Criteriais used to controlwho can view, contribute, or editknowledge articles and knowledge bases.

Scenario Requirements Breakdown:TheHR Knowledge Baseis already restricted to HR department members.

Anew knowledge articleneeds to be published in theQuarterly Reviewcategory.

OnlyHR Managersshould be able to read this specific article.

Best Approach (Correct Answer: D)Torestrict access to the article itself(not the entire knowledge base or category), we:

Open the knowledge article

Go to the " Can Read " field

Add a User Criteria that includes the " HR Manager " group

Publish the article

This ensures thatonly HR Managers can read this specific articlewhile the rest of the HR departmentcannotsee it.

A. On the Knowledge Base, add User Criteria with a Manager Can Read script to the Can Read list, publish article to any category

This would restrictall articlesin the knowledge base, not just the single article.

B. Add User Criteria for HR Manager Group on the Category’s Can Read list

User criteria canonly be applied at the Knowledge Base or Article level, not at the category level.

C. On the Knowledge Article, add an Access Control for HR Manager Group on the Can Read list, then publish article to any category

ACLs (Access Controls)are not used forKnowledge Article permissions. User Criteria is the correct method.

Managing User Criteria in Knowledge Management

Restricting Article Access

Why Other Options Are Incorrect?Official ServiceNow Documentation Reference: