InServiceNow, knowledge articles within aKnowledge Base (KB)aregrouped by categoriesto help users easily find and navigate relevant information.
Hierarchical Structure:
Categories can haveparent-child relationships, allowing forsubcategories.
Example:
Key Features of Knowledge Article Categorization:nginx
CopyEdit
ITSupport
├── Hardware
│ ├── Laptops
│ ├── Printers
├── Software
│ ├── Windows
│ ├── MacOS
Improved Search & Filtering:
Users can filter knowledge articlesby categoryin the Service Portal, Knowledge Management homepage, or in the Global Search.
Permissions & Visibility Control:
Categories can havespecific user criteriato restrict access to certain articles based on roles or groups.
Article Organization & Management:
Knowledge managers canreassign articlesto different categories if needed.
Knowledge Base (KB) articlesare always assigned to acategoryfor structured organization.
Without categories, articles would be unstructured and difficult to locate.
Knowledge Management Overview
Knowledge Management in ServiceNow
Creating and Managing Knowledge Categories
Knowledge Base Categories
Why the Answer is True?References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
