InServiceNow Knowledge Management, knowledge articles must be in a specificstatebefore they can be visible to end users. The correct state that allows users to view the article isPublished.
Understanding Knowledge Article StatesKnowledge articles in ServiceNow go through alifecyclethat includes the following states:
Draft– The article is being created or edited and isnot visibleto end users.
Review– The article is under internal review by approvers before publication. It remainshiddenfrom users.
Published– The article isapproved and publicly availableto users who have access to the Knowledge Base.
Retired– The article is no longer relevant or has been replaced. It isnot visibleto end users.
OnlyPublishedarticles appear in the Knowledge Base and can be accessed by users.
Articles inDraft, Review, or Retiredstates arenot visibleto the general audience.
B. Drafted– Articles inDraftare still being written or edited andcannot be accessed by users.
C. Retired– Retired articles are considered obsolete and areno longer displayedin the Knowledge Base.
D. Reviewed– Articles inRevieware under approval butare not yet visibleto users.
ServiceNow Docs: Knowledge Article Stateshttps://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)
Why is "Published" the Correct Answer?Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that aknowledge article must be in the "Published" stateto be visible to users in the Knowledge Base.
