In ServiceNow, eachKnowledge Base (KB)can have unique configurations, includinglifecycle workflows, user criteria, category structures, and management assignments. This flexibility allows organizations to manage knowledge articles according to different business needs, departments, or service functions.
Each knowledge base can have a customworkflowthat defines how articles are created, reviewed, published, and retired.
Examples of workflow stages:Draft → Review → Published → Retired.
Workflows ensure proper governance and content accuracy before publishing.
ServiceNow allows administrators to defineUser Criteriato controlwho can read, create, or contributeto a knowledge base.
Example:
IT Knowledge Base is only accessible to users with theITIL role.
HR Knowledge Base is only available toHR employees.
Each knowledge base can have a uniquecategory hierarchyto organize articles efficiently.
Example:
IT KB Categories:Hardware, Software, Network.
HR KB Categories:Benefits, Policies, Payroll.
Different knowledge bases can have different owners or managers.
Example:
IT KB is managed byIT Support Team.
HR KB is managed byHR Admins.
ServiceNow allows multiple knowledge bases with distinct configurations.
Each knowledge base can haveits ownworkflow, user criteria, categories, and managers.
This ensuresflexibility and proper governancein knowledge management.
ServiceNow Docs: Knowledge Management Overview
ServiceNow CSA Study Guide – Knowledge Base Administration
ServiceNow Product Documentation: Configuring Knowledge Bases
Key Aspects of Knowledge Base Customization:1. Unique Lifecycle Workflows2. User Criteria (Access Control)3. Category Structures4. Management AssignmentsWhy "A. True" is the Correct Answer?References from Certified System Administrator (CSA) Documentation:
