In ServiceNow Knowledge Management, the ability to create, edit, or import articles into a specific Knowledge Base is governed by User Criteria , specifically the Can Contribute criteria.
1. User Criteria vs. Roles:
While ServiceNow heavily utilizes Roles (like itil or admin) for general platform security, Knowledge Bases use a more granular, criteria-based approach. On a Knowledge Base definition record, administrators define who can interact with it using two primary related lists:
Can Read: Who is allowed to see the articles.
Can Contribute: Who is allowed to author, edit, and import articles.
2. The Import Process:
ServiceNow allows users to import Word documents directly into a Knowledge Base to automatically generate HTML articles. To utilize this feature for a given KB, the user must meet the conditions defined in that KB ' s " Can Contribute " User Criteria (which could be based on their department, group, role, or individual user record).
3. Why the other options are incorrect:
A & B: sn_knowledge_contribute and sn_knowledge_import are not standard out-of-the-box base platform roles dedicated specifically to the single action of importing.
C: There is no distinct " Can import " User Criteria related list. The right to import is bundled into the general right to author/contribute.
[Reference:, ServiceNow Knowledge Management documentation states that creating and importing articles into a specific knowledge base is restricted to users who satisfy the "Can Contribute" user criteria for that knowledge base., ]
