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CSA · Question #34

A knowledge article must be which of the following states to display to a user?

The correct answer is A. Published. A knowledge article must be in the 'Published' state to be visible and accessible to users in the ServiceNow knowledge base.

Submitted by yuriko_h· Apr 18, 2026Self-Service and Process Automation

Question

A knowledge article must be which of the following states to display to a user?

Options

  • APublished
  • BDrafted
  • CRetired
  • DReviewed

How the community answered

(18 responses)
  • A
    94% (17)
  • C
    6% (1)

Why each option

A knowledge article must be in the 'Published' state to be visible and accessible to users in the ServiceNow knowledge base.

APublishedCorrect

A knowledge article must be in the 'Published' state for it to be visible, searchable, and accessible to end-users through the Service Portal or Knowledge Base module. This state indicates that the article has completed its authoring and review process and is ready for public consumption.

BDrafted

An article in the 'Drafted' state is still under creation and is not yet visible to end-users.

CRetired

An article in the 'Retired' state is no longer active and is specifically hidden from users.

DReviewed

'Reviewed' is typically a step in the article's workflow, indicating it has been reviewed but not necessarily published and made available to users.

Concept tested: Knowledge article lifecycle states

Source: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/concept/c_KnowledgeManagement.html

Topics

#Knowledge Management#Article States#Self-Service Portal#Content Visibility

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